Welcome!

News Feed Item

8x8 Partners with Zendesk to Deliver a Cloud-Based, Out-of-the-Box Customer Service Contact Center Solution

8x8, Inc. (NASDAQ:EGHT), a provider of cloud-based unified communications, contact center and collaboration solutions, today announced it has partnered with Zendesk, the leading 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.

8x8 Virtual Contact Center (VCC) and Zendesk function as a single SaaS instance with reporting and runtime data integrations, enabling contact centers to increase first call resolution rates, shorten call handle times, and extract the right metrics needed to maximize the efficiencies of the contact center. Zendesk provides the software for agents to track customer issues, tie inquiries to a single customer record and drive agents to a solution. 8x8 manages customer interactions across voice, chat and other channels to ensure customers are connected with the agent who is best prepared to help them. With the combined 8x8 Virtual Contact Center/Zendesk solution, organizations can provide the highest quality customer service experience to increase satisfaction and build loyalty while saving money through greater efficiency.

“The 8x8 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 8x8 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.”

In contrast to existing integrations between contact center services and customer service applications, the 8x8/Zendesk integration provides significant value out-of-the-box with no customization required. This minimizes the cost and delays contact centers generally face when implementing new software integrations. Additionally, the tight integration between the two solutions leads to greater efficiencies within the contact center for both agents and supervisors.

“Technology should never get in the way of delivering a great experience to customers,” said Conan Reidy, Vice President of Business Development at Zendesk. “The integration of 8x8's Virtual Contact Center with Zendesk means that customer support teams can focus on their relationship with customers by leveraging technology to make agents more knowledgeable and more efficient.”

Highlights of the 8x8 VCC/Zendesk integration include:

  • A combined 8x8 and Zendesk single screen SaaS environment
  • A fully functioning multi channel contact center supporting phone calls and chat interactions with multiple queues, skills, and routing rules
  • The ability to use the number someone is calling from (ANI) to look up tickets in the Zendesk database and “screen pop” ticket information to an agent’s desk when the call arrives
  • The ability to automatically identify outstanding tickets and deliver relevant customer information to an agent’s desktop with each customer interaction
  • Consolidated reporting and administrative information - allows organizations to use the Zendesk and 8x8 reporting capabilities to gain visibility into the entire customer experience

“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 8x8 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.”

The 8x8 Virtual Contact Center solution is highly redundant, reliable and secure, offering compliance with many data security standards including FISMA, HIPAA HITECH, PCI-DSS and CPNI. 8x8's unique platform architecture allows for media servers to be hosted in different regions around the world to give every caller a regional telephone connection while providing centralized access to the system for a single point of reporting, management and control for all customer interactions.

To learn more about 8x8 Virtual Contact Center and Zendesk integration, visit: http://business.8x8.com/OL-ZenDesk-VCC-Integration.html?source=TP-ZenDesk-VCC-Integration. Existing Zendesk customers can install the Virtual Contact Center App from the Zendesk app store at: http://www.zendesk.com/apps/8x8-contact-center

About 8x8, Inc.

8x8, Inc. (NASDAQ:EGHT) is a provider of cloud-based unified communications and collaboration (UCC) solutions to small and medium businesses and mid-market and distributed enterprises. The company delivers a broad suite of UCC services to in-office and mobile devices spanning cloud business phone service, virtual meeting, cloud contact center software and virtual desktop through our proprietary unified software as a service, or SaaS, platform. For additional information, visit www.8x8.com, or connect with 8x8 on Google+FacebookLinkedIn and Twitter.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Leading cloud-centric IT organizations are establishing core capabilities to improve productivity, control costs and provide a highly responsive end-user experience. Key steps along this journey include creating an end-user cloud services catalog, automating workflows and provisioning, and implementing IT showback and chargeback. In his session at 19th Cloud Expo, Mark Jamensky, executive vice president of Products at Embotics, will walk attendees through an in-depth case study of enterprise I...
Your business relies on your applications and your employees to stay in business. Whether you develop apps or manage business critical apps that help fuel your business, what happens when users experience sluggish performance? You and all technical teams across the organization – application, network, operations, among others, as well as, those outside the organization, like ISPs and third-party providers – are called in to solve the problem.
SYS-CON Events announced today that Niagara Networks will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
SYS-CON Events announced today the Kubernetes and Google Container Engine Workshop, being held November 3, 2016, in conjunction with @DevOpsSummit at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA. This workshop led by Sebastian Scheele introduces participants to Kubernetes and Google Container Engine (GKE). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, students learn the key concepts and practices for deploying and maintainin...
Without a clear strategy for cost control and an architecture designed with cloud services in mind, costs and operational performance can quickly get out of control. To avoid multiple architectural redesigns requires extensive thought and planning. Boundary (now part of BMC) launched a new public-facing multi-tenant high resolution monitoring service on Amazon AWS two years ago, facing challenges and learning best practices in the early days of the new service. In his session at 19th Cloud Exp...
SYS-CON Events announced today that Roundee / LinearHub will exhibit at the WebRTC Summit at @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LinearHub provides Roundee Service, a smart platform for enterprise video conferencing with enhanced features such as automatic recording and transcription service. Slack users can integrate Roundee to their team via Slack’s App Directory, and '/roundee' command lets your video conference ...
Using new techniques of information modeling, indexing, and processing, new cloud-based systems can support cloud-based workloads previously not possible for high-throughput insurance, banking, and case-based applications. In his session at 18th Cloud Expo, John Newton, CTO, Founder and Chairman of Alfresco, described how to scale cloud-based content management repositories to store, manage, and retrieve billions of documents and related information with fast and linear scalability. He addres...
Apache Hadoop is a key technology for gaining business insights from your Big Data, but the penetration into enterprises is shockingly low. In fact, Apache Hadoop and Big Data proponents recognize that this technology has not yet achieved its game-changing business potential. In his session at 19th Cloud Expo, John Mertic, director of program management for ODPi at The Linux Foundation, will explain why this is, how we can work together as an open data community to increase adoption, and the i...
Digital transformation is too big and important for our future success to not understand the rules that apply to it. The first three rules for winning in this age of hyper-digital transformation are: Advantages in speed, analytics and operational tempos must be captured by implementing an optimized information logistics system (OILS) Real-time operational tempos (IT, people and business processes) must be achieved Businesses that can "analyze data and act and with speed" will dominate those t...
IoT is fundamentally transforming the auto industry, turning the vehicle into a hub for connected services, including safety, infotainment and usage-based insurance. Auto manufacturers – and businesses across all verticals – have built an entire ecosystem around the Connected Car, creating new customer touch points and revenue streams. In his session at @ThingsExpo, Macario Namie, Head of IoT Strategy at Cisco Jasper, will share real-world examples of how IoT transforms the car from a static p...
While DevOps promises a better and tighter integration among an organization’s development and operation teams and transforms an application life cycle into a continual deployment, Chef and Azure together provides a speedy, cost-effective and highly scalable vehicle for realizing the business values of this transformation. In his session at @DevOpsSummit at 19th Cloud Expo, Yung Chou, a Technology Evangelist at Microsoft, will present a unique opportunity to witness how Chef and Azure work tog...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Almost two-thirds of companies either have or soon will have IoT as the backbone of their business in 2016. However, IoT is far more complex than most firms expected. How can you not get trapped in the pitfalls? In his session at @ThingsExpo, Tony Shan, a renowned visionary and thought leader, will introduce a holistic method of IoTification, which is the process of IoTifying the existing technology and business models to adopt and leverage IoT. He will drill down to the components in this fra...
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
We’ve been doing it for years, decades for some. How many websites have you created accounts on? Your bank, your credit card companies, social media sites, hotels and travel sites, online shopping sites, and that’s just the start. We do it often without even thinking about it, quickly entering our personal information, our data, in a plethora of systems. Sometimes we’re not even aware of the information we are providing. It could be very personal information (think of the security questions you ...