This article was written by Kathy Mazza, Regional Vice President for Strategic Channels at 8×8.

 

As businesses and the IT channel continue to adapt to all the changes that came from the events of last year, one area they’ve had to focus on is improving communications models to optimize and enhance their employee and customer experiences. Forty-one percent of customers have stopped using a product or service after having to repeat themselves over and over, or after being passed from agent to agent!

 

Traditionally, the two pieces of cloud communications — Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) — were separate, creating major boundaries between digital interactions and digital communications. Once these solutions were moved off-prem, companies had to deal with disparate solutions and data, making it hard for them to have a comprehensive view of their employees and customers.

 

To respond to the new needs of businesses and uniquely deliver on a single platform, 8×8 is excited to announce Experience Communications as a Service — XCaaS for short.

 

Introducing XCaaS from 8×8

So, what exactly is XCaaS?

XCaaS is a cloud communications deployment model that erases the boundary between UCaaS and CCaaS.

 

All-in-one communications. All on one platform.

XCaaS solutions — collectively referred to as the X Series — helps to support every aspect of your business.

 

Business Phone: Leverage cloud private branch exchange (PBX) to more effectively onboard employees, manage and scale your voice services.

 

Team Chat: Easily access your conversations with your contacts, whether they are your colleagues on the same phone system or an external chat application.

 

Contact Center: Connect and collaborate with agents, employees, and customers with ease.

 

Video Conferencing: Securely hold video conferences with reliable connectivity and dozens of easy-to-use features.

 

SMS: Tap into cloud-based calling to cut costs and give your employees more tools to collaborate with colleagues and support customers.  

 

Analytics: Make timely, data-driven decisions with clear, aggregated analytics across all of your cloud communications from 8×8’s single platform.

 

Integrations: Bring voice, video, and chat to the applications you use every day with an array of business application integrations, including Microsoft Teams, Dynamics 365, Azure, and more.

 

APIs: Create more engaging customer experiences at scale with SMS, chat apps, video, and voice APIs.

 

What does XCaaS do?

In short, 8×8 XCaaS erases the boundary between siloed solutions to bring employee and customer communications together.

 

Enable company-wide collaboration and global telephony with shared real-time presence and seamless transfers between voice, video, and chat interactions.

 

Rely on consistent, global service delivery backed by a platform-wide SLA covering business communications and contact center.

 

Administer and analyze centrally with a single configuration console, single-pane system-wide monitoring, and cross-platform analytics and insights.

 

Set employees and customers free by connecting them with a single app for all modes of communication — voice, video, chat, contact center, and more — running on the 8×8 Open Communications Platform in the cloud.

 

Embed contextual global communications into platforms, including Microsoft Teams and Salesforce, and integrate with the enterprise ecosystem.

 

What XCaaS means for businesses

Help your SMB clients join the group of businesses benefitting from having a unified solution. According to Metrigy, those using an integrated, cloud unified communications and contact center solution from a single vendor reported:

 

Nearly 100 percent revenue improvement

14 percent cost decrease

57 percent customer experience rating improvement

37 percent agent efficiency improvement

 

8×8 XCaaS features & functions

8×8 XCaaS addresses today’s dynamic, critical workplace requirements by offering:

 

High availability platform ensures consistent, global service delivery across all employee and customer communications backed by the industry’s only platform-wide, financially backed SLA. Delivers the highest levels of security, privacy, compliance, and data residency adherence through a single framework and policy.

 

Company-wide collaboration offers one organization-wide directory with shared real-time presence and seamless contextual transfers between voice, video, and chat interactions.

 

Unified administration provides a single provisioning and configuration console for all employee communications along with single pane system-wide monitoring and reporting and mix and match user types.

 

Shared integrations deliver a single integration framework across contact center and cloud communications for more than 50 third-party apps — including Microsoft Teams — to simplify the technology footprint and extend it to new use cases and workflows.

 

Cross-platform analytics provide relatable, cross-platform data sets that deliver real-time insights from every interaction, as well as more powerful AI and machine learning and a complete view of customer journeys across the organization. Managers and supervisors are able to provide real-time feedback using advanced natural language processing (NLP), machine learning, and AI.

 

Businesses that are perfect for XCaaS

Identifying the right types of businesses that you should target for XCaaS might seem a little tricky, but you can get an idea of who to target if they meet one or more of the following:

 

1. Customers and prospects with on-premises telephony (PBX installed but haven’t migrated to the cloud)

2. Greater than 100 telephony extension/seats

3. Multiple locations with branches across the country and/or various countries

4. Distributed workforce — look for companies that have or want to implement remote working

 

Learn more about XCaaS

XCaaS from 8×8 opens up a world of possibilities and efficiencies that will greatly benefit businesses looking to revitalize and evolve their employee and customer experiences. Here are some resources you can access to learn more about 8×8 XCaaS:

 

Webinar | Grow your business to the power of X: Join the 8×8 Channel Team on July 15, 2021 as they share the value of XCaaS. Partners will learn about the benefits XCaaS can deliver to their customers, how to identify opportunities, and an overview of all of the resources available to help them be successful with 8×8 and XCaaS.

 

8×8 University provides both paid and free self-paced and instructor-led courses to help you better understand the features and functions of 8×8 XCaaS, integrations, and more.

 

Pax8 Mission Briefings feature special presentations and demos for 8×8 and XCaaS.

 

8×8 X Series Data Sheet breaks down the different 8×8 X Series service plans.

 

About 8×8

8×8 cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration, and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For more information, visit 8×8.com.

 

Are you ready to get started with XCaaS from 8×8? Schedule a call with a Pax8 Solutions Consultant today.

 

 

 

Kathy Mazza, 8x8 - Pax8 Blog

About Kathy Mazza

Kathy Mazza is a key member of 8×8’s channel leadership team and holds the position of Regional Vice President for Strategic Channels. Kathy has over 20 years of experience in IT and technology with a track record of success in sales, product management, and operations roles. Kathy is highly respected in the partner community with recent recognitions, such as Intelisys’ National Channel Manager of the Year 2019 as well as CRN 2020 Women of the Channel. Kathy graduated from Texas State University in San Marcos, TX, with a degree in Business Administration with a concentration in Management and Marketing.