8×8, Inc., a recognized leader in integrated customer experience (CX) platforms, announced the launch of 8×8 JourneyIQ, a solution designed to enhance customer interactions. JourneyIQ enables businesses to effectively track, predict, and optimize customer journeys across all channels and touchpoints. This innovative offering is part of 8×8’s Customer Interaction Data Initiative and uses advanced AI to provide comprehensive, real-time customer journey intelligence.
Sheila McGee-Smith, founder of McGee-Smith Analytics, notes that companies often grapple with vast amounts of data yet lack actionable insights. Customer interactions span various departments but do not offer a unified journey experience. JourneyIQ addresses these issues by providing a unified, real-time view, thus assisting CX leaders in proactively solving issues and improving processes.
Key features of 8×8 JourneyIQ include 360° customer journey intelligence, which consolidates data into a single, comprehensive view. Real-time AI-powered decision-making identifies friction points and enables proactive management based on sentiment analysis. Intelligent orchestration and smart workflow optimization further enhance efficiency and reduce operational costs.
Hunter Middleton, Chief Product Officer at 8×8, Inc., emphasized that JourneyIQ ensures seamless information transfer across departments, preventing context loss and interaction disruptions. The platform aids in optimizing customer experiences and proactively addressing issues, making customer journeys smoother and more satisfying.
The 8×8 Platform combines contact center, unified communications, and APIs to offer a unified infrastructure for organizations. This integration empowers leaders with AI-driven insights for better decision-making, enhancing customer satisfaction, and driving long-term business success.
