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8×8 ENHANCES X-SERIES
8×8 HAS INTRODUCED a series of new
capabilities to 8×8 X Series, their cloudbased
technology platform for business
communications and contact centre. The
new capabilities for 8×8 X Series include
advanced speech analytics, an enhanced
integration framework, and real-time
dashboards which help businesses of all
sizes to accelerate growth by improving
communication experiences between
employees and customers.
“Multi-vendor solutions can’t match
the ease of our one platform, and our
customers confi rm that X Series helps
improve employee productivity across the
organisation while enabling IT to be more
effi cient via a single admin portal,” said
Dejan Deklich, Executive Vice President
and Chief Product Offi cer at 8×8.”
8×8 X Series helps companies
transform their customer and
employee experience with one system
of engagement across voice, video,
collaboration and contact centre, and
one system of intelligence on one cloudbased
technology platform.
WHATSAPP CONTINUES TO PENETRATE BUSINESS MARKET
MORE THAN A fi fth (21%) of customer contact employees say that their organisation
currently uses WhatsApp when contacting customers today. That’s according to
a recent poll across four major European countries (UK, France, Germany and the
Netherlands). The survey was carried out for the Customer Contact Radar report,
commissioned by PeterConnects, a provider of communication software solutions for
Cisco and Microsoft, and conducted by Survey Sampling International.
The proportion of employees using WhatsApp for customer interaction looks
set to grow with just under a quarter of respondents across the
whole sample (22%) ranking it among
‘communication channels/
technologies’ that are planned
to be added to their organisation
for client contact, meaning that
WhatsApp only trails behind
web chat (28%) and video calls
(23%) in this respect.
There are some signifi cant
national differences, however,
in terms of WhatsApp’s ranking
among planned communication
channels/technologies. It is in fi rst
place in Netherlands and Germany.
This compares to fi fth in the UK
and sixth in France, where there
is nevertheless great potential for
future growth.
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