Modernize legacy systems with omnichannel CX.
In the quest to modernize legacy systems, IT buyers are seeking to consolidate their systems and data—and get the most out of a single provider. That’s where an omnichannel strategy comes in. Specifically, the ability to deliver seamless experiences across the entire customer journey.
Consolidated systems. Zero silos.
89%
of customers are retained at companies with an omnichannel customer engagement strategy, compared to 33% for companies with weak omnichannel strategies.*
*Aberdeen Group
76%
of customers expect consistent interactions across departments, and 70% say seamless handoffs between departments are very important to winning their business.*
*Salesforce, State of the Connected Customer Report
15-25%
improvement in contact center efficiency and ROI over three years, among organizations using consolidated CX platforms.*
*Forrester Total Economic Impact™ Study (commissioned by Twilio Flex)
Make modernization your lasting legacy.
Make contact. Keep the context.
With an omnichannel strategy at work in your contact center, customers can interact with your company seamlessly across multiple channels—all while maintaining continuity in the conversation. This approach creates a consistent, integrated customer experience no matter which channel they’re using.
Power the complete customer journey.
Leave the fragmentation of legacy systems behind, powering modern customer journeys across multiple channels. 8x8 omnichannel routing leverages the holistic reporting capabilities of 8x8® Contact Center™, capturing customer insights and delivering a powerful single source of truth. By providing agents with access to customer data via Agent Workspace™, you can personalize the customer journey across all channels.
Connect everything. Communicate everywhere.
8x8 omnichannel routing offers complete communications: webchat, email, SMS, video elevation, co-browse, messaging apps like WhatsApp, social media platforms like Facebook Messenger, conversational AI for both voice and digital via 8x8 Intelligent Customer Assistant™, a native knowledge base and CRM, blended interactions, and voice routing. Give customers multiple digital options for fast answers, while providing your organization with a holistic single source of truth.
Trusted platform. Trusted provider.
8x8 omnichannel is built on a platform you can trust. Enjoy a 99.999% uptime SLA along with patented 8x8 Global Reach™ technology, providing carrier-grade voice quality through AI/ML call routing. Rest easy knowing you’re modernizing legacy systems with a proven provider focused on reliability, security, and compliance.
One source of truth. 8x8 omnichannel.
Enjoy a frictionless omnichannel experience thanks to a modern, scalable, consolidated platform that provides a single source of truth. 8x8 omnichannel capabilities include:
Voice and digital blended interactions
Give customers consistent, responsive support across channels by making sure your resources are being used optimally. Your agents can manage up to 13 interactions across voice, email, chat, and SMS/ RCS. Blended interactions leverage dynamic task routing based on real-time demand and agent availability.
8x8 Contact Center™ Video Elevation™
Elevate customer interactions from voice to one-way video, helping to troubleshoot complex issues, visually diagnose problems, and assess damage. Accelerate first-call resolution by taking still screenshots and extracting exact geolocations.
8x8 Intelligent Customer Assistant™
Instantly deliver tailored responses to customer inquiries across multiple channels. Powered by conversational AI, Intelligent Customer Assistant integrates with your CRM systems to provide real-time customer context, ensuring seamless transitions from bot to live agent.
Track the positive impact on your bottom line.
Measuring the success of an omnichannel strategy in your contact center involves evaluating both customer experience and operational efficiency. For example:
Average handle time (AHT)
Track the average time agents spend resolving issues across multiple channels. This is especially the case considering the intuitive and modern UI within 8x8 Agent Workspace that helps agents handle any supported channel.
Cost per interaction
Calculate the cost of resolving customer issues across various channels.
Increase customer satisfaction (CSAT) scores
Measure customer satisfaction with interactions across all channels.
First contact resolution (FCR)
Track the percentage of issues resolved during the first interaction, regardless of the channel. This is especially true for channels such as video elevation, where visual guidance can solve a customer's issue faster, eliminating the need for repeat contacts.
Multiple industries. One solution.
Omnichannel is a game-changer across industries, enabling organizations to consolidate and modernize legacy systems and establish a single source of truth for the customer journey. Here are a few examples of industries using omnichannel experiences as a competitive advantage:
Retail
Retailers use omnichannel experiences to improve CX across multiple channels. A single source of truth across digital channels and various systems provided better insights into customer needs, helping one retailer save 35% monthly by consolidating two platforms (CCaaS + UCaaS).
Property Management
Remote fix via one-way video is a great way for property managers to quickly deliver high-quality homes and resolve tenant issues. One-way video can help teams easily share accurate information, improve operational efficiencies, lower costs, and reduce the time between reporting and resolving issues.
Insurance
Utilizing an omnichannel strategy, insurance organizations can meaningfully improve experiences for customers. For example, send an automated SMS or WhatsApp message to customers nearing the end of their policy. Give them the option to renew or discuss policy changes via chat or voice call. And then send a secure link to pay via mobile.
Healthcare
Healthcare organizations are burdened by handling large volumes of routine, repetitive appointment management. This often requires additional staff—and additional costs. 8x8 Intelligent Customer Assistant ICA empowers patients to manage their appointments through a human-like, speech-enabled interface, resulting in higher efficiency and lower operating costs.
Customer stories—no fluff, just real success.
"Everyone now has a single form of communication across the company. This has improved our efficiency and ensures we can provide the best level of service to our clients at all times."
"8x8’s integration with PCI Pal has been a game-changer for us. It allows us to provide an easy and secure experience for our customers while maintaining compliance with PCI DSS regulations."
"The total monthly savings on our phone bill are over 35 percent. On its own this is very impressive, but when I add in the efficiency gains and customer experience improvements we’ve been able to achieve, it really confirms we made a great choice in 8x8!"
"Choosing 8x8 allowed us to adapt and provide thousands of colleagues with an integrated communication platform."
