8x8 Launches End-to-End Customer Journey Platform

In California, CX platform 8x8 has announced the launch of JourneyIQ, which helps client businesses to track, predict and optimize each step of the customer journey across channels, departments and touchpoints.

8x8 offers a solution for tracking and managing data from contact centers, voice communications, video, chat and SMS, on one cloud communications platform. The system promises clients the ability to personalize customer journeys, drive operational excellence and insights, and improve team collaboration.

The firm says the new JourneyIQ solution maps every touchpoint - including agent handoffs, back-office involvement, and resolution paths - ensuring CX leaders have full visibility across the entire organization, not just within the contact center; and supports API integration, allowing businesses to enrich external analytics and business intelligence platforms. The solution taps AI to identify customer friction points and take proactive measures in real time, 'before CX metrics take a hit' - including analysis of sentiment and performance trends, and conversation summaries. Another feature is smart workflow optimization: the solution continuously helps identify opportunities for fine-tuning staffing, coaching and process improvement, using AI-driven insights to eliminate inefficiencies.

8x8 Chief Product Officer Hunter Middleton (pictured) comments: 'Gone are the days of lost customer interactions and disruptions to service as information is moved between different employees, departments, and platforms. With 8x8 JourneyIQ, businesses can now seamlessly track every customer interaction across the entire organization without losing context or visibility. With AI-powered interaction tracking, 8x8 JourneyIQ helps businesses to optimize customer experiences at every touchpoint, empowering them to be proactive rather than reactive when it comes to potential issues and pain points.'

Web site: www.8x8.com .