• October 16, 2014

8x8 Adds Social Customer Service Capabilities from Conversocial

8x8, a provider of cloud-based contact center, unified communications, and collaboration services, has partnered with with Conversocial, a provider of social customer service solutions, to expand the omnichannel capabilities of its Virtual Contact Centersolution by enabling companies to deliver customer service over social media at a large scale.

8x8 Virtual Contact Center is a pure cloud offering that includes pre-built modules for a variety of interactions and integrations.

Businesses can take advantage of 8x8's Virtual Contact Center offering and Conversocial's social customer service solution to optimize the prioritization, workflow, and analytics required to deliver social media engagement from the contact center. Agents can move conversations from the public forum of a social interaction to a more private chat, email, or phone interaction as appropriate.

"Our customers are increasingly moving to omnichannel interactions within their contact centers, so we are pleased to add Conversocial's best-in-class social customer engagement practices to our cloud contact center solution," said Darren Hakeman, 8x8's senior vice president of product and strategy, in a statement. "Businesses can now embrace social media, together with phone, email and chat, as a scalable, secure and efficient part of their omnichannel contact center strategy."

"Both customers and companies now see social media as a mainstream customer service channel," said Conversocial CEO and Founder Joshua March, in a statement. "To meet customer expectations, organizations must ensure that they have a well planned, resourced, and executed social care strategy that's fully integrated into the contact center. We're excited to partner with 8x8 to allow organizations to meet customers on social media channels and provide personalized service that builds customer loyalty while increasing operational efficiency."

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