Genesys and 8×8 Partner to Integrate CCaaS and UCaaS

Charlie Mitchell

The integration aims to increase customer-centricity and enhance contact center conversations

Genesys Latest News
Genesys and 8×8 Partner to Integrate CCaaS and UCaaS

Genesys Cloud CX now integrates with 8×8 Cloud Unified Communications, paving the way for a more collaborative contact center.

Indeed, the integration will allow Genesys clients to more easily share reports, knowledge, and customer insights on dashboards easily accessible across the enterprise.

Companies can then unlock a unified view of CX, drive customer-centricity, and place the contact center at the heart of the enterprise.

As Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, said:

Our partnership with 8×8 represents a positive step forward in creating a more connected enterprise, designed to strengthen customer and employee experiences.

Alongside this connected enterprise, Genesys-powered contact centers may enhance employee experiences by harnessing a space where agents and subject matter experts (SMEs) can quickly collaborate for better customer outcomes.

Agents may also benefit from an integrated single sign-on, a unified company directory, and in-network call transfers to enable seamless employee communication.

Commenting on these innovations, Hunter Middleton, Chief Product Officer at 8×8, stated:

This furthers our mission of bringing EX and CX together and delivering these capabilities to a new set of customers and prospects.

8×8 and Genesys are not alone in setting out such a mission. UCaaS giants Microsoft and Zoom recently announced CCaaS solutions, aiming to enhance the experiences of employees and customers with a similar set of capabilities.

Discussing the significance of this trend Robin Gareiss, CEO and Principal Analyst at Metrigy, added:

By integrating cloud UC and contact center, CX leaders see improvements in key business metrics, including customer and employee satisfaction, revenue, costs, and agent productivity.

As one of only three leaders in the 2021 Gartner Magic Quadrant for CCaaS, this move may well keep Genesys ahead of the chasing pack and uphold its stellar reputation. Such a reputation is likely a significant factor in recently winning a nine-figure contract – the largest deal in its history.

Meanwhile, 8×8 also has recent reason to celebrate, releasing a new CCaaS solution – 8×8 Agent Workspace – dedicated to enhancing employee experiences.

 

 


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