8×8, Inc., a unified cloud communications platform, and Genesys, a cloud firm in customer experience orchestration, today announced a product integration of 8×8 Work with Genesys Cloud CX. With the new integration, organisations can align agents and the appropriate subject matter experts to quickly collaborate for better customer outcomes.
In the digital workplace today, nearly every employee has a role in the customer experience, making it more important than ever to eliminate barriers between departments and systems. Connecting teams across the enterprise enables customers and employees to engage more fluidly, improving loyalty on both fronts.
According to Robin Gareiss, CEO and Principal Analyst, Metrigy, “Gone are the days where contact centre agents reside on an island, away from the rest of the company. By integrating cloud UC and contact centres, CX leaders see improvements in key business metrics, including customer and employee satisfaction, revenue, costs, and agent productivity. When companies remove communications and collaboration barriers, they empower all employees to help resolve customer issues–and agents to provide real-world insights into product development, marketing, and sales strategies.”
Businesses like AdaptHealth are already realising the advantages of using 8×8 and Genesys solutions and see further benefits now with the two market leaders joining forces. “At AdaptHealth, we are committed to delivering an enhanced high-quality experience to both our patients and healthcare professionals. By enhancing the collaboration between our employees using 8×8 cloud unified communications and the contact centre teams on Genesys Cloud CX, we can deliver an even higher level of customer service and empower patients to live their best lives at home,” said Albert Prast, Chief Technology Officer, AdaptHealth.
