AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics


As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. It’s fitting that the world-renowned Daytona Speedway is right in Orlando’s back yard, as it’s imperative that companies move ever-faster to stay competitive.

This week, we announced new products and capabilities that help companies of all sizes move at this new speed of business.

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. By expanding the footprint of these solutions beyond the traditional boundaries of the contact center, your whole business can gain the immediate insights needed to improve productivity.

Speech Analytics Benefits Outside the Contact Center

“Now is the time for executives outside the contact center to reap the benefits of speech analytics,” said Dan Miller, Lead Analyst & Founder, Opus Research. “Increasingly, companies are realizing the value of analyzing all conversations, not just those that are managed through the contact center. For example, valuable insights can be gleaned by analyzing interactions between an inside sales team and their prospects.”

8x8 helps companies move at the new speed of business by delivering enterprise-wide speech analytics out-of-the-box for immediate time to value. It’s easy and simple to customize to the needs of your business.

Speech analytics and quality management are a staple within the contact center, where these applications are used to surface problem areas as well as role-model agent behaviors, to flag instances of non-compliance and to help quality assurance managers quickly zoom in on exactly what needs attention.

Now the expanded footprint and AI-powered enhancements of 8x8 Speech Analytics and Quality Management enables companies to extend its value throughout their enterprise.

Companies such as Movement Mortgage are excited about the positive business impact of this technology. As a top 10 retail mortgage lender nationwide, financing one in every 60 home purchases across the nation, Movement Mortgage is passionate about helping every member of the team to thrive. Will Simons, IT Director at Movement Mortgage says, “We are very excited about the possible use cases for 8x8 Speech Analytics with our sales and support groups. For example, we can learn what our President’s Club sales associates are doing to become top performers, and can use these positive, repeatable examples to train other associates to deliver higher levels of service.”

Movement Mortgage & Speech Analytics

Speech Analytics will enable Movement Mortgage to further extend the value of their existing 8x8 implementation. Cam Lawler, Enterprise Applications Director at Movement Mortgage, says “Some of the heaviest users are in our Rate Lock Group: They work directly with loan officers to finalize rates for our loans. The exchange of information between the two teams is obviously a core function for us. With 8x8, we now have full visibility into this process and can measure and tune individual performances to ensure that this critical business operation is running optimally.” With this week’s announcements, Movement Mortgage can gain added visibility into these critical communications within the enterprise.

The Future is Here

8x8 makes it easy and affordable to get started with out-of-the-box operation. In its white paper “Beyond the Contact Center: Unlocking Business Insights with Speech Analytics ”, Opus Research says, “Future generations of speech analytics providers will eliminate tens of thousands of dollars of up-front professional services and ongoing customization costs with out-of-the-box operations, putting in reach the benefits of speech analytics to those organizations who traditionally could not afford comprehensive solutions and deliver an immediate return on investment.” With 8x8, the future is here today.

8x8 also announced new customizable dashboards and wallboards this week at Enterprise Connect. These products are fully customizable, so each company can create new metrics according to its unique business needs. With access to this richer data, companies are able to quickly identify the additional operational improvements needed to accelerate sales, enhance customer satisfaction and improve employee performance.

Meet 8x8 at Enterprise Connect 2019:

Visit 8x8 in booth 506 at Enterprise Connect, March 18-21, 2019, at the Gaylord Palms Resort and Convention Center in Orlando. For more information on our sessions, to book a meeting and booth details (including prize giveaways) go to our website.

Kay Phelps


Kay Phelps is a contact center professional who has worked in the industry for more than 20 years. Her experience spans systems engineering, defining requirements for new products and new releases, as well as product management and product marketing. Kay is a frequent speaker at conferences and webinars, has authored numerous industry articles, and has blogged extensively on all things contact center. Kay holds a Masters in Computer Science from Colorado State University as well as a BA in Computer Science and Journalism from East Tennessee State University. [...] Read More >

  • icon-gray-linkedin.png