Conversational AI Offering Helps Organizations Uncover Insights, Foster Coaching, and Ensure Consistent Experiences Across the Enterprise

8×8, Inc., a leading integrated cloud communications platform, announced growing industry recognition for 8×8 Conversation IQ, with CRN®, a brand of The Channel Company, choosing it as a Winner of the 2022 CRN Tech Innovator Awards in the Unified Communications & Collaboration Software category.

8×8 Conversation IQ extends formal contact center capabilities, such as quality management and speech analytics, to any employee across the organization using 8×8 cloud communications. Delivered via 8×8 XCaaS™ (eXperience Communications as a Service™), a single-vendor cloud communications and contact center solution, 8×8 Conversation IQ enables team leaders and supervisors throughout an organization to oversee, evaluate, score, and analyze voice interactions anywhere in the organization. Further, 8×8 Conversation IQ provides easy-to-use, consistent, and automated evaluation, reporting, and analytics capabilities that deliver AI-infused actionable insights into employees’ communications effectiveness, process adherence, and regulatory compliance.

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8×8 Conversation IQ has been named a Winner of the 2022 @CRN Tech Innovator Awards in the #UnifiedCommunications & #Collaboration Software category. #XCaaS #CCaaS #UCaaS

“As large enterprises continue to embrace hybrid work models, the need for seamless and integrated communication, collaboration, and customer engagement becomes critically important. With 8×8’s Conversation IQ, customers are now able to extend traditional contact center capabilities to the entire organization,” said Zach Jones, Practice Lead and Director of Contact Center and CX Solutions at Simplify. “This solution allows our clients to gain a more holistic view of the customer journey, ensuring employees across the organization are provided with insights, coaching, and feedback opportunities resulting in better employee and customer experiences.”

The annual award from CRN, which celebrates innovative vendors in the IT channel across 38 different technology categories in a range of critical business areas, validates 8×8’s value proposition with Conversation IQ, especially for channel partners and their customers.

“Enterprises are looking for seamless, easy to use solutions that allow them to enhance their normal day-to-day processes to improve both internal and external experiences,” said Al Stephens, Founder at Darwin Technology Solutions Ltd. “Innovative solutions, such as 8×8 Conversation IQ, allow our clients to improve upon their normal processes throughout the organization, such as sales interactions with customers, by gaining valuable insights from all conversations to improve both employee and customer experiences.”

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8×8 XCaaS™ (eXperience Communications as a Service™), which includes integrated cloud contact center, voice, team chat, video meetings, and SMS capabilities in a single-vendor solution, is built on the resilient, secure, and compliant 8×8 eXperience Communications Platform™. 8×8 XCaaS offers the highest levels of reliability with the industry’s only financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.

“Enterprises and the channel alike are realizing how innovations on the 8×8 XCaaS single-vendor platform broaden the scope of communications and customer engagement projects and provide differentiated services,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “With Conversation IQ, enterprises are able to leverage traditional contact center capabilities, such as quality management and speech analytics, to enhance evaluations and reporting across the entire organization.”