8×8 Talks Speech Analytics for UC

Tracking the Evolution of Genesys’ Kate Sheila McGee-Smith June 17, 2019 From concept to platform to generally available intelligent virtual assistant At Enterprise Connect this week, 8×8 shared that it’s extending its speech analytics and quality management capabilities from the contact center to the business, via its X Series platform, following on last week’s news that it’s integrating its contact center with Google Cloud’s Contact Center AI solution. 8×8 is currently testing these capabilities, Middleton said. The new Meetings solution runs in the public cloud with a modern architecture built for WebRTC. 8×8 is integrating it into its cloud platform, and by the third quarter there will be no remnants of the old Meetings product, Middleton said. Complementing this speech analytics and quality management extension is a new common data format and X Series dashboard for tracking all voice, video, chat, and contact center interactions across a company — a customer’s call from the reception desk to the contact center agent and on to a finance or field sales subject matter expert in the business, Middleton described. What’s RPA, Why Should I Care? Diane Halliwell August 07, 2019 While robotic process automation is in its infancy, contact centers are finding its promise for streamlining workflows and reducing costs. These tightly integrated capabilities are essentially ready to go out of the box, requiring no external help for deployment, 8×8 said. Movement Mortgage is one customer already exploring possible sales and support use cases. “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,” said Will Simons, IT director at Movement Mortgage, in a prepared statement. Speech Analytics Start to FinishWith the ability to apply speech analytics and quality management outside the contact center, companies will be able to derive insights from every customer discussion, said Hunter Middleton, global VP of product management, in a No Jitter briefing. Inside sales is one use case, he said. Applying sentiment analysis to conversations can provide insight into why a call might have gone bad, for example, and using quality management on UC conversations could prove useful during training and in coaching scenarios, he added. Video, Next GenIn a separate pre-EC news announcement from last week, 8×8 said it’s creating a new Meetings experience using the technology acquired last fall from Jitsi. 8×8 has had its Meetings solution available for some time, “but perhaps a little too long,” Middleton said. Meetings is built on older technology, runs as a full stack in 8×8’s private cloud, and uses third-party vendors “that had been less than fully responsive as we wanted changes,” he said. With the Jitsi team, 8×8 decided on a “full rip and replace of our old stack from the UI all the way into the guts of the system.” How to Create a Positive Chatbot Experience Blair Pleasant June 18, 2019 Chatbots can lead to some awful interactions, but proper planning can fix that. In addition, 8×8 gave notice that it intends to offer a conference room system, combining its Meetings software with hardware from as-yet named vendors. Middleton didn’t provide additional details.Tags:News & Views8x8Jitsispeech analyticsquality managementEnterprise ConnectAI & AutomationAI & Speech TechnologiesMeetingsUnified Communications & CollaborationVideo Collaboration & A/V Articles You Might Like See All in AI & Automation » Via the integration with Google Cloud’s Contact Center AI (CCAI) — an eight-month-old offering that combines multiple artificial intelligence products with the intent of improving customer experience and boosting productivity of contact centers — 8×8 will be able to apply a combination of its own intelligence and Google CCAI to incoming voice calls. A company can allow a virtual, automated agent to answer simple, routine questions, thus increasing call center efficiency, he said. The virtual agent would hand off the call to a live agent only as needed. Live agents, in turn, could use an Agent Assist feature to serve up knowledge base documents in context of the conversation. Google AI-8×8 Integration8x8 has worked closely with unnamed customers to prove out two use cases being shown at the company’s booth at Enterprise Connect (number 506) Middleton said. Voice Communications in Business: Now and into the Future Sergey Poroshin June 18, 2019 In the future, bots will be mainstream and it will be considered a luxury to be able to speak with a human operator. Speechanalytics_.png 7 Things to Consider When Choosing a Virtual Agent Abed Farhan June 19, 2019 With the right solution, issues such as password resets can be resolved without involving human agents. Log in or register to post comments

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