Gartner is one of the loudest advocates for composable applications. These apps are like LEGO toys and organizations can mix and match features or fine-tune them to give users capabilities personalized for their roles.

The blurring lines between UC and CC are a boon for composable apps because of smoother integrations and an improved ability to reuse rather than recreate functionality. 8x8 has introduced two so far. Frontdesk for office personnel that manage large call volumes and Agent Workspace for contact center workers.

In April, the company did something a little different. Rather than create a composable app for a specific role, it took features typically reserved for the contact center, namely quality management and speech analytics, and extended them to all 8x8 cloud communications users, such as in sales or sales engineering. This is Conversation IQ. It was announced at 8x8’s analyst summit — and the analysts had a lot to say about it.

8x8 commonly curates IT analyst feedback. So here are a few of the insights that we found online about Conversation IQ:

The tool is designed for organizations that want to oversee, evaluate, score and analyze user-to-user and user-to-customer voice interactions. Organizations don't need to have a contact center, professional services, or separate multi-vendor apps to employ the tool. It can be installed straight out of the box and customized for every user. — Zeus Kerravala, ZK Research, in a ZDNet news story

What the analysts are saying about Conversation IQ
“Agents have long been the most analyzed group of employees in any company. Technology applications not only analyze their performance, they also help them serve customers as efficiently as possible. Extending these capabilities to others in the company will not only make customer service more consistent, it also will improve employee performance. “There is no reason analytics applications used to evaluate agent performance can’t also apply to other employees.” — Robin Gareiss, Metrigy

IT analysts aren't the only ones talking about Conversation IQ. We're receiving beta customer feedback already.

“Adding 8x8 Conversation IQ for certain employees, such as claims adjusters, in addition to our existing call center agents, was incredibly useful. This allows us to use the speech analytics functionality to its fullest extent, and we were able to improve team performance and enhance customer service. “By providing transcription services within the 8x8 Work app, we were also able to lower operating costs and decrease the number of vendors we work with by bringing transcription services in-house.” — Mobashir Ahmed, IT Manager, Fred Loya Insurance.

Want to learn more about Conversation IQ? Watch the teaser video below or get the full details on the 8x8 Website.