8x8’s One System of Engagement, Explained

As I shared in a recent blog post, customer expectations and competitive pressures are forcing companies to transform digitally. A great place to start is with your communications system. Voice still matters. Salesforce.com found that 92% of customer interactions still happen over the phone. That’s a high percentage, but it makes sense when you think […]

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Are You Ready for Cloud Communications?

Are You Ready to Move Your Communication and Collaboration Systems to the Cloud? Now that the ‘Cloud resistance is futile’ phase is behind us, there is a greater understanding and awareness of the benefits of cloud hosted services. This has also ushered in a significant change in the mandate of an IT leader, whose role […]

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Episode 5: Meet Jitsi

In episode 5 of Communications. Transformed., I spoke with Emil Ivov, founder and project lead at Jitsi. 8x8 recently acquired the Jitsi team and technology, so Emil is now also my colleague. Emil and I talked about the unique business model associated with open-source technology, how Jitsi grew out his lifelong interest in remote communications […]

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Episode 4: Making Data Visual with Dr. Kristen Sosulski

Have you considered how visualizing the data your business gathers would give you better insight into new business opportunities? Whether you’re looking at communications-related data or other types of business data, it’s often difficult to make sense of in the raw format. On episode 4 of Communications. Transformed., I talked with Dr. Kristen Sosulski from […]

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You Can Minimize Risk, Reduce Your TCO and Expand Globally

So you’re in the market for a new business communication system. You’ve probably already realized that the options can be confusing and overwhelming. It’s also high-stakes—you don’t want to have to change communications systems every year, and you need something that’s reliable. Modern communications are about much more than being able to make and receive […]

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Hype or Reality? Importance of Customer Service as a Key Differentiator

Whether you sell dresses, tires or professional services, you are likely facing much stiffer competition than before, from companies that offer fairly similar products or services. In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an […]

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Q&A with Analyst Jon Arnold, Collaboration & UCaaS Expert

  8x8 will host a webinar titled “How the Cloud Enables Small and Medium Businesses to Collaborate Like Large Enterprises” with communications technology analyst Jon Arnold and Brian Ventura, president at Soft Point Media, on Tuesday, December 4 at 11 a.m. PT / 2 p.m. ET. Jon is an expert in the field of unified […]

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Customer Service Predictions for 2019: 5 Small Businesses Weigh In

With the New Year fast approaching, it’s time to look ahead and see what trends will shape small businesses in 2019. One of the most important drivers for any business is customer service, and recent figures show that it’s just as critical as ever: 61% of survey respondents in Microsoft’s 2018 State of Global Customer […]

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Episode 3: Staying Relevant with Retail Consumers While Lowering Costs

On episode 3 of ‘Communications. Transformed.’, I discussed with my co-worker Randy Ksar, Social Media Manager at 8x8, two key areas where retailers continue to face challenges— creating an omnichannel experience with the use of communications technology and how to stay ahead of customer expectations. You can listen to the podcast below but first, let’s […]

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Should You Come Clean About Chatbots?

How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m […]

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