8×8 and Genesys Announce New Integration

Recently 8×8, one of our leading unified cloud communications as a service (UCaaS) platform partners, and Genesys announced a product integration of 8×8 Work with Genesys Cloud CX, one of our recommended cloud customer experience/contact center solutions. With the new integration, organizations can align agents and the appropriate subject matter experts to quickly collaborate for better customer outcomes.

Eliminate Departmental and System Barriers

In the digital workplace today, nearly every employee has a role in customer experience (CX), 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.

Integration Brings Unification, Security, and Efficiency

With the combination of 8×8 Work’s enterprise voice, video meetings, and team chat capabilities and the Genesys Cloud CX platform, organizations can unify employee communication and collaboration needs across voice and digital channels for the entire enterprise. The integration provides:

• Secure, in-network call transfers between the contact center and the rest of the organization, which makes collaboration simpler
• A unified company directory with API-driven user provisioning, which allows agents to easily connect with any subject matter expert across the organization to solve customer issues and collaborate in real time with a single click
• Shared user presence status for agents to see the availability of non-contact center subject matter experts for faster customer service
• Integrated single sign-on for user authentication, creating a smoother and more efficient employee experience
• Exceptional voice quality across the globe with Genesys Cloud Voice and 8×8, for full cloud public switched telephone network (PSTN) support for multinational organizations with employees and customers in 50 countries, offering local direct numbers, toll-free numbers, and calling plans, as well as support for local emergency services

To learn how the combination of 8×8 Work and Genesys Cloud CX can benefit your organization’s contact center, contact us today.