Channel-friendly IP company 8×8 Inc. has partnered with Zendesk, a cloud-based customer service platform used by more than 40,000 customers, to develop a bundled cloud contact center solution. The solution tightly weaves the functionality of both applications to improve the responsiveness, efficiency and management of contact centers.
“Customers are increasingly drawn to Web customer service, making it vital for enterprises to link their Web support tools with voice, case management and agent desktop solutions,” said Aphrodite Brinsmead, senior analyst at Ovum. “The 8×8 and Zendesk integration makes it possible for enterprises to combine these capabilities in the cloud. It will allow agents to gain better visibility into customer needs, while managers can more easily track behavior across channels and staff their contact centers accordingly.”
Within the integrated platform, 8×8’s Virtual Contact Center (VCC) and Zendesk function as a single SaaS instance with reporting and runtime data integrations. Zendesk provides the software for agents to track customer issues and tie inquiries to a single customer record. 8×8 manages customer interactions across voice, chat and other channels to ensure customers are connected with the agent who is best prepared to help them. The idea is to improve the customer service experience to increase satisfaction and build loyalty while saving money through greater efficiency.
“The 8×8 and Zendesk product development teams have worked diligently to create a powerful, yet easy to use, cloud-based solution for call center organizations that place a premium on delivering outstanding customer service,” said 8×8 senior vice president of business development Huw Rees. “We are extremely pleased with the result of these efforts and look forward to continuing to work with Zendesk to bring this compelling solution to market.”