8x8 Extends Partnership with Zendesk
Virtual Office integration combines cloud telephony and unified communications with customer service functionality.
Posted Jul 24, 2014
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8x8, a provider of cloud-based unified communications, contact center, and collaboration solutions, today released a new, out-of-the-box integration with Zendesk's customer service platform that enhances the customer experience management capabilities of the 8x8 Virtual Office cloud telephony and unified communications (UC) platform.

The combined 8x8 and Zendesk solution tightly integrates business telephony and customer relationship functionality.

With the Virtual Office integration with Zendesk, incoming calls to a business through the 8x8 Virtual Office phone service instantly trigger a customer's profile and ticket to appear on the user's computer screen before the call is answered, allowing the employee to answer the call with all the relevant historical and account data.

The combined solution offers the following:

  • Instant display of a customer profile based upon the Caller ID.
  • Click to dial from Zendesk and the 8x8 Virtual Office directory.
  • Fortune 500 telephony features and functionality.

"We are excited to be the first cloud UC provider to offer secure and reliable business telephony as well as contact center integration with Zendesk, enabling all companies to conduct better customer experience management," said 8x8 CEO Vik Verma, in a statement. "Businesses today who are not optimizing the experience that occurs with each and every customer interaction will certainly enable their competition to be considered for that customer's next call."

"Customers expect to be able to reach companies at any time and across any channel or device," said Sam Boonin, vice president of product at Zendesk, in a statement. "With 8x8 Virtual Office's integration into Zendesk, the customer not only has these options, but they can also receive the high quality and personal service that they deserve."

This most recent integration builds on a previous partnership between 8x8 and Zendesk forged earlier this year.

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