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  • 8×8 integrates with Google’s Contact Centre AI

    960 640 Stuart O'Brien

    8×8 has announced its integration of 8×8 Content Centre with Google Cloud’s new Contact Centre AI

    The Google platform combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres.

    “Contact Centre AI empowers enterprises to use AI to augment and improve their contact centres,” said Rajen Sheth, Director of Product Management at Google. 

    “Google Cloud’s goal is to make the contact centre experience easy and efficient. By partnering with 8×8, we are able to deliver on that goal, as well as allow enterprises to maintain happy customers with faster call resolution. We look forward to our continued partnership with 8×8 to enhance contact centre capabilities as technology and customer expectations evolve.”

    8×8 Contact Centreenables organisations to differentiate their customer experience in real-time with advanced analytics, reporting and predictive dialler.

    Contact Centre AI (CCAI) allows enterprises with limited machine learning expertise to deploy AI in their contact centres. Key features of 8×8 Contact Centre integration with CCAI include:

    • 8×8 Virtual Agent – using a combination of 8×8 AI technology and Google CCAI, incoming voice calls on simple and routine questions (such as “what time will the repair technician arrive?” or “is part #7542 in stock?”) can be answered with a virtual, automated agent without the need for a live agent. This call deflection technology increases the efficiency of the call centre, often enabling 24/7 support, while reducing costs. For end customers, the 8×8 Virtual Agent improves the customer experience, increasing first call resolution and reducing call wait times
    • The virtual agent can also hand calls to a live agent, and with the Agent Assist feature, automatically supply the agent with articles and knowledge documents based on the conversation. This reduces call length and enhances the customer experience, ensuring customers don’t have to repeat their requests

    “Improving efficiency and reducing call times are some of the most common contact centre pain points. Google AI together with 8×8 Contact Centre enables our customers to leverage the latest AI technologies to enhance the overall experience of their end customers,” said Dejan Deklich, Chief Product Officer at 8×8. 

    “As a leader in contact centre and unified communications as a service, we are partnering with Google to put resources behind such an advanced solution. Other vendors in our space are focused on chat, not on a unified approach. Google has the expertise and underlying technology and 8×8 brings telephony and contact centre expertise for a perfectly integrated solution.”

    8×8 Contact Centre with Google Contact Centre AI integration capabilities are in testing now.


    Stuart O'Brien

    All stories by: Stuart O'Brien

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