With so many different companies in the communication world today, what does it take to stand out as a genuinely transformative brand? The answer to that question may depend on who you ask. However, it's safe to say that if you want to connect with people in the current ecosystem, you need to deliver something genuinely special.
8x8, one of the world's leading providers of cloud communications and customer engagement solutions, certainly knows how to provide impressive experiences. They're the only UCaaS provider to be featured in the Gartner Magic Quadrant as a leader 7 years running. To get a behind the scenes insight into what gives 8x8 its X Factor, we spoke to Mary Ellen Genovese, the Managing Director of European Operations.
Has X Series Been a Game Changer for 8x8?
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Mary Ellen Genovese[/caption]
One of the things that really makes 8x8 stand out in the current environment is their new approach to the UCaaS and CCaaS environment. Mary Ellen told me that 8x8 X Series has been a real game-changer for the brand as one of the key trends in the industry has been the convergence of the UCaaS space and contact centre.
"We were real innovators in joining these two worlds together. We sold our first contact centre solution as a separate entity, then realised that the back end and front end were 2 parts of the same product. We started to combine UCaaS and the contact centre together, and we're really making the most of that with 8x8 X Series. We now have one technology platform that delivers your contact centre and UC all in the same solution".
According to Genovese, when so much of the current workforce is made up of millennials, businesses are dealing with a team who expects technology to be constantly available and at their fingertips. 8x8 X Series allows companies to access the tools they need when they need them. "We're eliminating the silos in a time where you can't afford gaps in your team anymore. Placing a customer on hold, or not being able to answer their question is no longer acceptable for today’s speed of business."
How Do You Differentiate Through Experience?
Experience has emerged as the one true differentiator in the current marketplace. The only way to truly get ahead today is to deliver the experiences that customers want. By combining everything in the communication environment together, 8x8 ensures that the customer always gets access to the right agent and the right solution.
"Also, when you have everything on the same solution, you gain access to a lot of data. We're providing that data access to our customers so that they can see what's happening in the contact centre. They don't just get insights from their CRM, but the full contextual story of what's happening at every point in the customer journey. This is ideal for getting to the root cause of customer problems."
