On behalf of the entire team at 8x8, we are delighted to welcome converse360 as a conversational AI partner in our technology ecosystem bringing additional end-to-end, automation capabilities to 8x8 Contact Center.

Through this integration, 8x8 customers will be able to seamlessly connect the converse360 Assist-Me customer service automation platform with 8x8 Contact Center to create engaging, dynamic, and personalized self-service experiences.

Customers today expect 24/7 access, consistent experiences across channels, and a level of personalization that removes friction along the way. Roughly 87% of customers find it frustrating to repeat themselves in multiple channels, and 73% question doing business with that brand as a result (Deloitte Digital 2021 Global Contact Center Survey June 2021). converse360 seeks to solve many of these challenges as consumers increasingly seek faster, frictionless experiences.

A seamless integration for seamless experiences

Assist-Me from converse360 makes it easy and much faster to build AI-driven self-service experiences across voice and digital channels all within a drag and drop, no-code builder. 8x8 Contact Center customers can take advantage of out-of-the-box connectors for rapid integrations to external applications to effectively customize these experiences even further.

Consumers are increasingly looking to self-service as the technology has improved in order to avoid excessive wait times. In fact 89% of consumers recently stated they will spend more with companies that allow them to find answers online without ever having to contact anyone (Zendesk CX Trends, 2022). Preferences are shifting and customers like being able to self-serve when it makes sense.

In the event a customer is unable to resolve their issue solely from the bot conversation, the interaction can easily be escalated to a live agent. An agent will receive complete interaction context, picking up right where the conversation left off and avoiding a customer having to ever repeat themselves. After all, it’s all about making it easy, convenient, and highly personalized for your end customers to ensure they get the resolutions they need while avoiding those frustrating experiences.

It’s all about options – welcome converse360!

With a powerful solution set and the ability to deliver tremendous value, you can see why we’re so excited to bring this integration to our 8x8 Contact Center customers. We know that customer-obsessed organizations are constantly striving to gain or maintain a competitive advantage by leveraging new and advanced technologies that can enhance both the agent and customer experience.

With the addition of converse360 to our partner ecosystem, we ensure 8x8 Contact Center customers have world-class choices when it comes to the tools and capabilities they use to deliver exceptional employee and customer engagement. Watch the converse360 Assist-Me and 8x8 Contact Center integration demo video here.