Decision-Making Acceleration
8x8 analytics enables 20/20 vision into your company’s communications. Because immediate visibility is key to accelerating the decisions that improve your customer experiences and your business.
Featured case studies
Easy-to-configure Wallboard gives you instant insight, lets you address dynamic call volumes and keeps call queue wait times to a minimum.
Fully understand your customers’ journey and then use these insights to make any improvements needed to optimize the customer experience.
Speech Analytics provides insight into customer sentiment based on all of your customer calls.
Customer Experience Analytics empowers contact center managers with insight into patterns and trends. They also reveal step-by-step details of customer journeys and post-call surveys.
Gain insights into performance quality with Callstats to enable better decisions
Tools to meet your modern business demandslink to this section
Monitor contact center activities in real time
Get immediate insight with Digital Wallboards. See the data required to provide the best customer experience and ensure SLAs are met. Supervisors stay engaged without being tied to their desks with Wallboards, tablets or mobile phones.
Increase growth through feedback
Translate customer input into actionable intelligence. You can offer every customer the option to provide direct feedback. Then, analyze post-call feedback to identify common threads and unearth opportunities to boost customer satisfaction.
Improve effectiveness of self-service
Take a closer look at your dominant IVR paths and determine whether menu choices are effective. Assess usability of IVR scripts to learn where callers are dropping and where you can improve the IVR flow.
Analyze your customer experience
Drill down to a graphical representation of the full customer journey to fully understand what your customers are experiencing. Then, you can easily find trouble spots and learn when and why any problems are happening.
Explore more 8x8 resources
8x8 Intelligent IVR connects callers to the best-fit agents or departments by allowing them to simply speak the person or department’s name or make a request. Hospitality businesses have utilized the conversational AI capabilities to assist in the reservation process by acting as a virtual concierge for guests. Government organizations can use the 8x8 Intelligent IVR to assist motorists with a hands-free way to report and get information about traffic conditions 24/7. From retail to healthcare, the benefits of incorporating intelligence into the IVR can help provide a better customer service. Benefits of 8x8 Intelligent IVR: - Customer requests without using DTMF interface - Increase efficiency (time value) of 8x8 Voice Agents - Reduce system costs by reducing need for live agents - Improve customer experience by reducing time to answer - Allow live agents to better handle calls needing SME - Progression toward 8x8 AI
Watch Nik Stanic, Channel Sales Engineer @ 8x8 demonstrate Speech Analytics
The 8x8 solutions enable us to bring everything together into a single dashboard, connecting the dots between all the disparate pieces of information that we have in constant motion.