8×8 Conversation IQ now generally available

8×8 has announced availability of 8×8 Conversation IQ, which extends contact centre capabilities including quality management and speech analytics to any 8×8 cloud communications user.

The new offering applies conversational AI to help organisations deliver consistent experiences across the entire enterprise, for all user roles, from the contact centre to the front desk and the back office.

8×8 Conversation IQ is delivered via the 8×8 XCaaS platform. The product enables team leaders and supervisors throughout an organisation to oversee, evaluate, score and analyse voice interactions.

It 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. In addition, 8×8 Conversation IQ supports voice interactions on Microsoft Teams endpoints via the 8×8 Voice for Microsoft Teams integration.

Hunter Middleton, chief product officer at 8×8 (pictured), explained, “Enterprises are looking to strengthen employee performance and optimize customer experience, but traditionally the solutions have been siloed in only one part of the organisation. By owning the entire platform, we can extend quality management and speech analytics capabilities to team leaders to drive coaching and performance management capabilities across an entire organization.

“8×8 Conversation IQ demonstrates our continued commitment to enhancing the power of the integrated 8×8 XCaaS solution by providing both employee and customer engagement capabilities across the entire platform.”

8×8 channel partners in the UK include Charterhouse, Computacenter, NSL and Softcat.


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Charlotte Hathway

Charlotte is the editor of Comms Business and writes about the latest technology innovations and business developments across the Channel. Got a story? Get in touch – charlotte.hathway@markallengroup.com.

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