Key updates include: 1 8x8 RCS (Rich Communication Services) support for 8x8 Contact Center, enabling organisations to leverage two-way omnichannel engagement and deliver hyper personalised customer experiences. 2 AI-powered tool 8x8 JourneyIQ , giving businesses the ability to seamlessly track, predict, and optimise every step of the customer journey across all channels, departments and touchpoints. 3 8x8 AI Orchestrator which allows organisations to create seamless decision flows and orchestration across multiple bots and vendor solutions to supercharge their digital transformation and future-proof AI investments. 4 8x8 announced expanded availability for digital channels with 8x8 Engage: Video and SMS interactions with support for Viber, WhatsApp and email, with more to follow. 8x8 RCS 8x8 is one of the first cloud contact center vendors to support RCS natively, allowing organisations to seamlessly connect with customers across preferred platforms for rich, highly engaging and trusted communications, such as high- resolution images and videos. 8x8 RCS provides flexible, cost-effective omnichannel messaging capabilities that is solution agnostic and adapts to the business’ and customers’ preference. SMS is not sufficient enough for businesses entering the modern era. Businesses using SMS only as a way to communicate with employees, customers and partners will soon find they are outpaced by their rivals using branded creative and cohesive content, such as including their brand’s logo, and colours, with verified sender status. With secure, media-rich two-way messaging, 8x8’s customers can transform how they engage, with all context tracked across all touchpoints, taking CX to a higher level
than ever before. Additionally, 8x8 is launching new RCS Business Messaging (RBM) services. With RBM services and an RCS-enabled 8x8 Contact Center, organisations can now utilize comprehensive in-bound and outbound messaging leveraging RCS, one of the fastest growing messaging services globally, with an estimated 2.5 billion monthly active users at the end of 2024. Dave Michels, an industry analyst at TalkingPointz, commented, “RBM is already becoming a preferred channel for outbound brand communications, but receiving replies and new RCS engagements has been difficult. 8x8 customers are among the first to enjoy the effectiveness of RBM coupled with a powerful RCS-enabled omnichannel CCaaS from a single provider.”
8x8 customers are among the first to enjoy the effectiveness of RBM coupled with a powerful RCS-enabled omnichannel CCaaS from a single provider
RCS Use Cases RCS is integrated into 8x8 Contact
Center and 8x8 Engage platforms and is particularly useful for industries like retail, financial services, and other consumer- facing sectors. For example, a retail sales agent using RCS can proactively reach out to customers about new promotions, providing product images and videos, with an optionable “buy now” or schedule an appointment button. Based on the response, either a bot can handle the two- way RCS interaction and/or it can transition to an agent via 8x8 Contact Center. Real- time insights on the customer’s history, sentiment and across the entire interaction will allow the retail organisation to deliver a consistent, personalised experience and resolve issues faster.
Dave Michels Industry Analyst
talkingpointz.com
CONTINUED
ucadvanced.com
27
Powered by FlippingBook