Chapter 1 Reach Customers Everywhere
The world is changing. Build the way forward.
On October 21, 2019, Gartner predicted the following in the first line of their CIO 2020 report: “In the future, enterprises will win by their ability to handle crisis and disruption, not by optimizing for stability.”1
A few months later, the world went from shaking hands to social distancing. The sudden changes, for example, to the way business is done, education delivered and health care provided will have lasting impact on how we work. Right now, companies of every size must re-evaluate their resilience in this environment and preparedness for what lies ahead. While most leaders had risk management or business continuity on their minds, those topics were not developed to a depth that enabled quick and adequate response to disruptive events. Current events have put this problem into stark relief.
The world is changing. Build the way forward.
On October 21, 2019, Gartner predicted the following in the first line of their CIO 2020 report: “In the future, enterprises will win by their ability to handle crisis and disruption, not by optimizing for stability.”1
A few months later, the world went from shaking hands to social distancing. The sudden changes, for example, to the way business is done, education delivered and health care provided will have lasting impact on how we work. Right now, companies of every size must re-evaluate their resilience in this environment and preparedness for what lies ahead. While most leaders had risk management or business continuity on their minds, those topics were not developed to a depth that enabled quick and adequate response to disruptive events. Current events have put this problem into stark relief.
The world is changing. Build the way forward.
On October 21, 2019, Gartner predicted the following in the first line of their CIO 2020 report: “In the future, enterprises will win by their ability to handle crisis and disruption, not by optimizing for stability.”1
A few months later, the world went from shaking hands to social distancing. The sudden changes, for example, to the way business is done, education delivered and health care provided will have lasting impact on how we work. Right now, companies of every size must re-evaluate their resilience in this environment and preparedness for what lies ahead. While most leaders had risk management or business continuity on their minds, those topics were not developed to a depth that enabled quick and adequate response to disruptive events. Current events have put this problem into stark relief.
The world is changing. Build the way forward.
On October 21, 2019, Gartner predicted the following in the first line of their CIO 2020 report: “In the future, enterprises will win by their ability to handle crisis and disruption, not by optimizing for stability.”1
A few months later, the world went from shaking hands to social distancing. The sudden changes, for example, to the way business is done, education delivered and health care provided will have lasting impact on how we work. Right now, companies of every size must re-evaluate their resilience in this environment and preparedness for what lies ahead. While most leaders had risk management or business continuity on their minds, those topics were not developed to a depth that enabled quick and adequate response to disruptive events. Current events have put this problem into stark relief.
As everyone looks for answers, it’s clear cloud communications will be central to any solution that helps organizations become agile and resilient, able to adapt to the new way of connecting, communicating and working that lies ahead.
Businesses are reimagining how they interact with customers across all communication channels and all devices. For example, findings from Gartner’s survey show that more organizations now cite modern architectures that support APIs and microservices for internal and external use as key differentiators in their ability to execute new business strategies.
“A lot of our discussion has been around this idea of coming out of the turns and being better prepared for the straightaways going forward.”
Mike Pfister
CIO, ConocoPhillips
As everyone looks for answers, it’s clear cloud communications will be central to any solution that helps organizations become agile and resilient, able to adapt to the new way of connecting, communicating and working that lies ahead.
Businesses are reimagining how they interact with customers across all communication channels and all devices. For example, findings from Gartner’s survey show that more organizations now cite modern architectures that support APIs and microservices for internal and external use as key differentiators in their ability to execute new business strategies.
“A lot of our discussion has been around this idea of coming out of the turns and being better prepared for the straightaways going forward.”
Mike Pfister
CIO, ConocoPhillips
As everyone looks for answers, it’s clear cloud communications will be central to any solution that helps organizations become agile and resilient, able to adapt to the new way of connecting, communicating and working that lies ahead.
Businesses are reimagining how they interact with customers across all communication channels and all devices. For example, findings from Gartner’s survey show that more organizations now cite modern architectures that support APIs and microservices for internal and external use as key differentiators in their ability to execute new business strategies.
“A lot of our discussion has been around this idea of coming out of the turns and being better prepared for the straightaways going forward.”
Mike Pfister
CIO, ConocoPhillips
As everyone looks for answers, it’s clear cloud communications will be central to any solution that helps organizations become agile and resilient, able to adapt to the new way of connecting, communicating and working that lies ahead.
Businesses are reimagining how they interact with customers across all communication channels and all devices. For example, findings from Gartner’s survey show that more organizations now cite modern architectures that support APIs and microservices for internal and external use as key differentiators in their ability to execute new business strategies.
“A lot of our discussion has been around this idea of coming out of the turns and being better prepared for the straightaways going forward.”
Mike Pfister
CIO, ConocoPhillips
The key is making these communication-based interactions a natural and seamless part of the core workflows for your business. It’s not enough to have phones, contact centers and chat capabilities. Customers expect both a unified experience and convenience, meaning every interaction uses the appropriate communication channel and is proactive, fast and easy.
Many cloud communication platform vendors can get you part of the way there. 8x8 is different. Our APIs and engagement platforms provide a reliable and global communications platform-as-a-service. Our SMS, chat apps, voice APIs, and programmable video apps enable you to easily and quickly build an experience that connects with your customers anywhere using a proven, reliable global network.
The key is making these communication-based interactions a natural and seamless part of the core workflows for your business. It’s not enough to have phones, contact centers and chat capabilities. Customers expect both a unified experience and convenience, meaning every interaction uses the appropriate communication channel and is proactive, fast and easy.
Many cloud communication platform vendors can get you part of the way there. 8x8 is different. Our APIs and engagement platforms provide a reliable and global communications platform-as-a-service. Our SMS, chat apps, voice APIs, and programmable video apps enable you to easily and quickly build an experience that connects with your customers anywhere using a proven, reliable global network.
The key is making these communication-based interactions a natural and seamless part of the core workflows for your business. It’s not enough to have phones, contact centers and chat capabilities. Customers expect both a unified experience and convenience, meaning every interaction uses the appropriate communication channel and is proactive, fast and easy.
Many cloud communication platform vendors can get you part of the way there. 8x8 is different. Our APIs and engagement platforms provide a reliable and global communications platform-as-a-service. Our SMS, chat apps, voice APIs, and programmable video apps enable you to easily and quickly build an experience that connects with your customers anywhere using a proven, reliable global network.
The key is making these communication-based interactions a natural and seamless part of the core workflows for your business. It’s not enough to have phones, contact centers and chat capabilities. Customers expect both a unified experience and convenience, meaning every interaction uses the appropriate communication channel and is proactive, fast and easy.
Many cloud communication platform vendors can get you part of the way there. 8x8 is different. Our APIs and engagement platforms provide a reliable and global communications platform-as-a-service. Our SMS, chat apps, voice APIs, and programmable video apps enable you to easily and quickly build an experience that connects with your customers anywhere using a proven, reliable global network.
Reach customers anywhere with a proven, reliable global network.
Ensure your messages are delivered with a global network of 160+ top-tier carriers covering 206+ countries and territories.
Tailor messages that can reach any device with an API service built for mobile first.
Automate message delivery with confidence using rules that automatically prioritize delivery channels.
Scale your communications with the simplicity of a single, secure, reliable platform.
Connect with customers across multiple channels, through just one API.
Start messaging customers instantly with an online portal.
Expand communications as needed with a single, reliable, secure platform that integrates voice, video, chat, contact center, APIs and analytics.
Drive performance-based decisions with one view of all activity.
Make data-driven decisions instantly based on a consolidated view of all messaging activity in one, easy to read dashboard.
Trust in a proven partnership dedicated to your success.
Realize the potential of your customer engagements with 24x7x365 support.
Deliver results with the support of an account management team focused on achieving your current and future goals.
The 8x8 messaging and engagement platforms include SMS, Chat Apps, Voice API, Programmable Video.
SMS
SMS messaging is the most trusted communication source available. With a 98% open rate, there’s no better way to keep your customers informed.
SMS
SMS messaging is the most trusted communication source available. With a 98% open rate, there’s no better way to keep your customers informed.
SMS
SMS messaging is the most trusted communication source available. With a 98% open rate, there’s no better way to keep your customers informed.
SMS
SMS messaging is the most trusted communication source available. With a 98% open rate, there’s no better way to keep your customers informed.
Keep customers in the loop: automate event-based messages to make sure customers are informed every step of the way.
Enhance security: using mobile number verification, two-factor authentication codes and one-time pins (OTP).
Scale as needed: with no limits, you can instantly send thousands — or even millions — of messages.
Get started immediately - no integration required. Just log into the online portal and start communicating with your customers.
Keep customers in the loop: automate event-based messages to make sure customers are informed every step of the way.
Enhance security: using mobile number verification, two-factor authentication codes and one-time pins (OTP).
Scale as needed: with no limits, you can instantly send thousands — or even millions — of messages.
Get started immediately - no integration required. Just log into the online portal and start communicating with your customers.
Keep customers in the loop: automate event-based messages to make sure customers are informed every step of the way.
Enhance security: using mobile number verification, two-factor authentication codes and one-time pins (OTP).
Scale as needed: with no limits, you can instantly send thousands — or even millions — of messages.
Get started immediately - no integration required. Just log into the online portal and start communicating with your customers.
Keep customers in the loop: automate event-based messages to make sure customers are informed every step of the way.
Enhance security: using mobile number verification, two-factor authentication codes and one-time pins (OTP).
Scale as needed: with no limits, you can instantly send thousands — or even millions — of messages.
Get started immediately - no integration required. Just log into the online portal and start communicating with your customers.
Chat Apps
Our Chat Apps API lets you manage WhatsApp, Viber, Google RCS, LINE, Zalo and Facebook Messenger. No matter which chat app your customers use, a single API works for all of them.
Chat Apps
Our Chat Apps API lets you manage WhatsApp, Viber, Google RCS, LINE, Zalo and Facebook Messenger. No matter which chat app your customers use, a single API works for all of them.
Chat Apps
Our Chat Apps API lets you manage WhatsApp, Viber, Google RCS, LINE, Zalo and Facebook Messenger. No matter which chat app your customers use, a single API works for all of them.
Chat Apps
Our Chat Apps API lets you manage WhatsApp, Viber, Google RCS, LINE, Zalo and Facebook Messenger. No matter which chat app your customers use, a single API works for all of them.
A picture or video is worth 1,000 words.
Directly share rich content like photos, videos, screenshots, PDFs, location tags, or files.
Achieve superior deliverability.
Read receipts let you know which notifications are getting opened and Smart Retry reroutes undelivered messages to another chat app to ensure delivery - so your customers don’t miss an important message, and you know what messages resonate.
Integrate with your existing environments:
Zendesk Support
Already using Zendesk? Our APIs seamlessly integrate multiple chat apps into your existing Zendesk ticketing system to streamline customer communications.
Salesforce Live Agent
It’s easy to add 2-way chat app conversations with leads and customers to Salesforce.
Freshdesk
Give your customers more options to reach out by quickly and simply integrating their favorite chat apps with your existing Freshdesk support system.
A picture or video is worth 1,000 words.
Directly share rich content like photos, videos, screenshots, PDFs, location tags, or files.
Achieve superior deliverability.
Read receipts let you know which notifications are getting opened and Smart Retry reroutes undelivered messages to another chat app to ensure delivery - so your customers don’t miss an important message, and you know what messages resonate.
Integrate with your existing environments:
Zendesk Support
Already using Zendesk? Our APIs seamlessly integrate multiple chat apps into your existing Zendesk ticketing system to streamline customer communications.
Salesforce Live Agent
It’s easy to add 2-way chat app conversations with leads and customers to Salesforce.
Freshdesk
Give your customers more options to reach out by quickly and simply integrating their favorite chat apps with your existing Freshdesk support system.
A picture or video is worth 1,000 words.
Directly share rich content like photos, videos, screenshots, PDFs, location tags, or files.
Achieve superior deliverability.
Read receipts let you know which notifications are getting opened and Smart Retry reroutes undelivered messages to another chat app to ensure delivery - so your customers don’t miss an important message, and you know what messages resonate.
Integrate with your existing environments:
Zendesk Support
Already using Zendesk? Our APIs seamlessly integrate multiple chat apps into your existing Zendesk ticketing system to streamline customer communications.
Salesforce Live Agent
It’s easy to add 2-way chat app conversations with leads and customers to Salesforce.
Freshdesk
Give your customers more options to reach out by quickly and simply integrating their favorite chat apps with your existing Freshdesk support system.
A picture or video is worth 1,000 words.
Directly share rich content like photos, videos, screenshots, PDFs, location tags, or files.
Achieve superior deliverability.
Read receipts let you know which notifications are getting opened and Smart Retry reroutes undelivered messages to another chat app to ensure delivery - so your customers don’t miss an important message, and you know what messages resonate.
Integrate with your existing environments:
Zendesk Support
Already using Zendesk? Our APIs seamlessly integrate multiple chat apps into your existing Zendesk ticketing system to streamline customer communications.
Salesforce Live Agent
It’s easy to add 2-way chat app conversations with leads and customers to Salesforce.
Freshdesk
Give your customers more options to reach out by quickly and simply integrating their favorite chat apps with your existing Freshdesk support system.
Voice API
This versatile API provides text-to-speech, call masking and app-to-app calling capabilities. Keep your data private.
Voice API
This versatile API provides text-to-speech, call masking and app-to-app calling capabilities. Keep your data private.
Voice API
This versatile API provides text-to-speech, call masking and app-to-app calling capabilities. Keep your data private.
Voice API
This versatile API provides text-to-speech, call masking and app-to-app calling capabilities. Keep your data private.
Voice Messaging
Our text-to-speech software turns your text into a voice call, improving the odds that passwords, notifications, alerts, and other sensitive data will be received.
- No call length limit
- Choice of voices and pre-recordings
- Reach landlines, improving answer rates
Call Masking
With increasing privacy regulations and laws, it’s more important than ever to keep private information private. Our Voice API features a phone number masking function that keeps numbers anonymous and stays in compliance with privacy policies and regulations.
App-to-App Calling
Personalize the experience for your users by enabling in-app calls over VOIP. All app-to-app calls go through an IP network giving you total control over the way the call is presented.
- Built-in phone number masking
- Embed directly into your app code
- Provide names and pictures instead of area codes
- Easier to provide recordings (when needed)
- Use data instead of consuming customers’ mobile minutes
Voice Messaging
Our text-to-speech software turns your text into a voice call, improving the odds that passwords, notifications, alerts, and other sensitive data will be received.
- No call length limit
- Choice of voices and pre-recordings
- Reach landlines, improving answer rates
Call Masking
With increasing privacy regulations and laws, it’s more important than ever to keep private information private. Our Voice API features a phone number masking function that keeps numbers anonymous and stays in compliance with privacy policies and regulations.
App-to-App Calling
Personalize the experience for your users by enabling in-app calls over VOIP. All app-to-app calls go through an IP network giving you total control over the way the call is presented.
- Built-in phone number masking
- Embed directly into your app code
- Provide names and pictures instead of area codes
- Easier to provide recordings (when needed)
- Use data instead of consuming customers’ mobile minutes
Voice Messaging
Our text-to-speech software turns your text into a voice call, improving the odds that passwords, notifications, alerts, and other sensitive data will be received.
- No call length limit
- Choice of voices and pre-recordings
- Reach landlines, improving answer rates
Call Masking
With increasing privacy regulations and laws, it’s more important than ever to keep private information private. Our Voice API features a phone number masking function that keeps numbers anonymous and stays in compliance with privacy policies and regulations.
App-to-App Calling
Personalize the experience for your users by enabling in-app calls over VOIP. All app-to-app calls go through an IP network giving you total control over the way the call is presented.
- Built-in phone number masking
- Embed directly into your app code
- Provide names and pictures instead of area codes
- Easier to provide recordings (when needed)
- Use data instead of consuming customers’ mobile minutes
Voice Messaging
Our text-to-speech software turns your text into a voice call, improving the odds that passwords, notifications, alerts, and other sensitive data will be received.
- No call length limit
- Choice of voices and pre-recordings
- Reach landlines, improving answer rates
Call Masking
With increasing privacy regulations and laws, it’s more important than ever to keep private information private. Our Voice API features a phone number masking function that keeps numbers anonymous and stays in compliance with privacy policies and regulations.
App-to-App Calling
Personalize the experience for your users by enabling in-app calls over VOIP. All app-to-app calls go through an IP network giving you total control over the way the call is presented.
- Built-in phone number masking
- Embed directly into your app code
- Provide names and pictures instead of area codes
- Easier to provide recordings (when needed)
- Use data instead of consuming customers’ mobile minutes
Programmable Video
Gone are the days of painful phone calls and emailed screenshots. The 8x8 Programmable Video App lets customers start live video chats with agents, and is built using WebRTC to embed HD video into any application, mobile, web, or desktop.