8x8 partners with Genesys to integrate Cloud Unified Communications

8x8, a leading unified cloud communications platform, and Genesys, a global cloud leader in customer experience orchestration, announced a product integration of 8x8 Work with Genesys Cloud CX.

By combining 8x8 Work's enterprise voice, video meetings and team chat capabilities with the composable Genesys Cloud CX platform, organisations can drive all employee communication and collaboration needs across voice and digital channels for the entire enterprise.

The integration provides:

· Secure, in-network call transfers between the contact centre and the rest of the organisation makes collaboration simpler.

· Unified company directory with API-driven user provisioning allows agents to easily connect with any subject matter expert across the organisation to solve customer issues and collaborate in real time with a single click.

· Integrated single sign-on for user authentication creates a smoother and more efficient employee experience.

· Shared user presence status makes it possible for agents to see the availability of non-contact centre subject matter experts for faster customer service.

· Superior voice quality around the globe with Genesys Cloud Voice and 8x8, which provides full cloud Public Switched Telephone Network (PSTN) support for multinational organisations with employees and customers in 50 countries by offering local direct numbers, toll free numbers, and calling plans in addition to support for local emergency services.

Hunter Middleton, Chief Product Officer at 8x8, Inc, said, “We are excited to welcome Genesys as an integration partner for 8x8 Work. The 8x8 Work and Genesys Cloud CX integration demonstrates the power of both platforms and brings an integrated experience for enterprises looking to enhance employee and customer engagement for a hybrid workplace. This furthers our mission of bringing EX and CX together and delivering these capabilities to a new set of customers and prospects.”

Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, said, “Most organisations today have an opportunity to reinvent their relationships with their customers and employees. At Genesys, we’re focused on developing people centric innovation, and that starts by making it simpler for businesses to solve challenges that are standing in the way of great experiences. Our partnership with 8x8 represents a positive step forward in creating a more connected enterprise, designed to strengthen customer and employee experiences.”

With the new integration, organisations can align agents and the appropriate subject matter experts to quickly collaborate for better customer outcomes. The integrated offering is now available in the 8x8 App Store and the Genesys AppFoundry.