Meltwater, which provides media, social and consumer intelligence technology, partnered with 8×8. Through 8×8’s technology partner ecosystem, Meltwater is seeking to empower businesses to more efficiently connect with customers through social media, enhance service operations and deliver improved CX.
8×8’s platform combines contact center, UC and CPaaS solutions to support enterprises. The deal will integrate Meltwater social insight directly within 8×8 contact center to support clients in utilizing social media as a customer care and engagement channel. By leveraging Meltwater’s dataset – which it claims processes over one billion pieces of content, daily, and transforms them into actionable insight -teams can more quickly respond to inquiries, identify risk and extend reach to underserved audiences.
Key benefits include:
- Configurable filtering.
- Elevated CX across social channels.
- Streamlined agent workflows.
- Support for identifying negative sentiment and responding to feedback.
“Today’s customers expect fast personalized responses, especially on social media. When mentions go unanswered or replies are delayed, it doesn’t just mean missed opportunities, it can erode trust and damage brand reputation,” said Doug Balut, SVP, global alliances and partnerships, Meltwater. “This partnership brings together two industry leaders to empower brands with real-time insights they need to understand customer sentiment, anticipate issues and respond with agility to improve the customer experience.”
“Social media has become a vital channel for customer engagement, yet many contact centers still struggle to support it effectively,” said 8×8 global VP, business development and strategic partnerships, Victor Belfor. “We chose to partner with Meltwater because we believe it’s one of the most powerful social listening platforms in the market. Together, we’re helping organizations stay connected with their customers by delivering best-in-class technology from a single, trusted provider.”
Joint customers are expected to receive a seamless, integrated experience that feels native to the 8×8 platform, in addition to access to cutting-edge capabilities to streamline business operations, reduce TCO and avoid fragmented tech stacks.
