cmofirst
0
  • Home
  • News
  • Featured Articles
  • Quick Bytes
  • Featured Interviews
  • Contact Us

Archives

  • September 2025
  • August 2025
  • July 2025
  • June 2025
  • May 2025
  • April 2025
  • March 2025
  • February 2025
  • January 2025
  • December 2024
  • November 2024
  • October 2024
  • September 2024
  • August 2024
  • July 2024
  • June 2024
  • May 2024
  • April 2024
  • March 2024
  • February 2024
  • January 2024
  • December 2023
  • November 2023
  • October 2023
  • August 2022
  • July 2022
  • March 2022
  • December 2021
  • November 2021
  • September 2021
  • August 2021
  • July 2021
  • June 2021
  • May 2021
  • April 2021
  • March 2021
  • February 2021
  • January 2021

Categories

  • 2021: the Comeback year
  • b to b Market
  • CMO
  • Covid-19
  • Customer Experience
  • Featured Articles
  • Featured Interviews
  • Features
  • Guide
  • infographics
  • Leadership
  • Marketing
  • Marketing Trends
  • Martech
  • News
  • Quick Bytes
  • Resouce
  • Uncategorized

Meta

  • Log in
  • Entries feed
  • Comments feed
  • WordPress.org
cmofirst cmofirst
cmofirst cmofirst
cmofirst cmofirst
  • Home
  • News
    CMOFirst’s Weekly Roundup: Discover the Most Recent News From Nielsen, Adobe, ResultsCX, Amagi, Vidmob and more!
    CMOFirst’s Weekly Roundup: Discover the Most Recent News From Tableau, Roku, HubSpot, Synopsis, Telnyx, Webflow and more!
    Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization
    Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization
    Qualified Launches Piper, AI SDR Superagent for HubSpot
    Qualified Launches Piper, AI SDR Superagent for HubSpot
    Commio Launches InstantApp for Rich Business Messaging
    Commio Launches InstantApp for Rich Business Messaging
    AD.com Acquires Underdog Media, Expanding Access to Premium Publisher Inventory
    AD.com Acquires Underdog Media, Expanding Access to Premium Publisher Inventory
    Previous Next
  • Featured Articles
    What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It
    What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It
    INBOUND 2025: Where Marketing, Innovation, and AI Converge
    INBOUND 2025: Where Marketing, Innovation, and AI Converge
    Zero-Trust Marketing Explained: How to Balance Data, Privacy, and Personalization
    Zero-Trust Marketing Explained: How to Balance Data, Privacy, and Personalization
    Beyond Chatbots
    Beyond Chatbots: The Rise of AI Agents in Customer Engagement Platforms
    What Is Lean Marketing
    What Is Lean Marketing? A Beginner’s Guide to Smarter, Faster Campaigns
    Previous Next
  • Quick Bytes
    MarkApp launches Pantheon with AI Agents for Contextual Advertising
    MarkApp launches Pantheon with AI Agents for Contextual Advertising
    Sendbird Elevates Voice AI Performance and Orchestration
    Sendbird Elevates Voice AI Performance and Orchestration
    Domo Unveils Cloud Integration Upgrades for Snowflake
    Domo Unveils Cloud Integration Upgrades for Snowflake
    Knack Unveils Knack Brava for SAP Cloud ERP
    Knack Unveils Knack Brava for SAP Cloud ERP
    Navatar Unveils Embedded AI CRM for Investment Banking
    Navatar Unveils Embedded AI CRM for Investment Banking
    Previous Next
  • Featured Interviews
    Women in Marketing. Episode 1. feat. Aditi Uppal @ Teradata & Kavita Patel @ Way Media
    Women in Marketing. Episode 1. feat. Aditi Uppal @ Teradata & Kavita Patel @ Way Media
    Paving-the-Way-for-The-New-Wave-of-CMOs
    Paving the Way for The New Wave of CMOs
    Metaverse-Creating-Opportunities-for-B2B-Marketing
    Metaverse Creating Opportunities for B2B Marketing
    The-Urgency-to-Utilize-Digital-Experience-Platform-in-2022
    The Urgency to Utilize Digital Experience Platform in 2022
    Customer Experience
    Elevating Customer Experience with Digital Experience Platforms
    Previous Next
  • Contact Us
Top Read
Customer Experience

Elevating Customer Experience with Digital Experience Platforms

9 Min Read
Paving-the-Way-for-The-New-Wave-of-CMOs

Paving the Way for The New Wave of CMOs

9 Min Read
Three-Key-Pitfalls-of-Omnichannel-that-B2B-Marketers-Must-Address-in

Three Key Pitfalls of Omnichannel that B2B Marketers Must Address in 2022

5 Min Read
Three-Key-Ways-B2B-Marketers-Can-Devise-a-Data-Privacy-Marketing

Three Key Ways B2B Marketers Can Devise a Data Privacy Marketing Plan

5 Min Read
cmofirst cmofirst
  • Home
  • News
    CMOFirst’s Weekly Roundup: Discover the Most Recent News From Nielsen, Adobe, ResultsCX, Amagi, Vidmob and more!
    CMOFirst’s Weekly Roundup: Discover the Most Recent News From Tableau, Roku, HubSpot, Synopsis, Telnyx, Webflow and more!
    Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization
    Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization
    Qualified Launches Piper, AI SDR Superagent for HubSpot
    Qualified Launches Piper, AI SDR Superagent for HubSpot
    Commio Launches InstantApp for Rich Business Messaging
    Commio Launches InstantApp for Rich Business Messaging
    AD.com Acquires Underdog Media, Expanding Access to Premium Publisher Inventory
    AD.com Acquires Underdog Media, Expanding Access to Premium Publisher Inventory
    Previous Next
  • Featured Articles
    What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It
    What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It
    INBOUND 2025: Where Marketing, Innovation, and AI Converge
    INBOUND 2025: Where Marketing, Innovation, and AI Converge
    Zero-Trust Marketing Explained: How to Balance Data, Privacy, and Personalization
    Zero-Trust Marketing Explained: How to Balance Data, Privacy, and Personalization
    Beyond Chatbots
    Beyond Chatbots: The Rise of AI Agents in Customer Engagement Platforms
    What Is Lean Marketing
    What Is Lean Marketing? A Beginner’s Guide to Smarter, Faster Campaigns
    Previous Next
  • Quick Bytes
    MarkApp launches Pantheon with AI Agents for Contextual Advertising
    MarkApp launches Pantheon with AI Agents for Contextual Advertising
    Sendbird Elevates Voice AI Performance and Orchestration
    Sendbird Elevates Voice AI Performance and Orchestration
    Domo Unveils Cloud Integration Upgrades for Snowflake
    Domo Unveils Cloud Integration Upgrades for Snowflake
    Knack Unveils Knack Brava for SAP Cloud ERP
    Knack Unveils Knack Brava for SAP Cloud ERP
    Navatar Unveils Embedded AI CRM for Investment Banking
    Navatar Unveils Embedded AI CRM for Investment Banking
    Previous Next
  • Featured Interviews
    Women in Marketing. Episode 1. feat. Aditi Uppal @ Teradata & Kavita Patel @ Way Media
    Women in Marketing. Episode 1. feat. Aditi Uppal @ Teradata & Kavita Patel @ Way Media
    Paving-the-Way-for-The-New-Wave-of-CMOs
    Paving the Way for The New Wave of CMOs
    Metaverse-Creating-Opportunities-for-B2B-Marketing
    Metaverse Creating Opportunities for B2B Marketing
    The-Urgency-to-Utilize-Digital-Experience-Platform-in-2022
    The Urgency to Utilize Digital Experience Platform in 2022
    Customer Experience
    Elevating Customer Experience with Digital Experience Platforms
    Previous Next
  • Contact Us
Top Read
Customer Experience

Elevating Customer Experience with Digital Experience Platforms

9 Min Read
Paving-the-Way-for-The-New-Wave-of-CMOs

Paving the Way for The New Wave of CMOs

9 Min Read
Three-Key-Pitfalls-of-Omnichannel-that-B2B-Marketers-Must-Address-in

Three Key Pitfalls of Omnichannel that B2B Marketers Must Address in 2022

5 Min Read
Three-Key-Ways-B2B-Marketers-Can-Devise-a-Data-Privacy-Marketing

Three Key Ways B2B Marketers Can Devise a Data Privacy Marketing Plan

5 Min Read
cmofirst > Blog > Marketing > 8×8 Delivers Latest Platform Innovations Adding Video Engagement to 8×8 Contact Center
MarketingNews

8×8 Delivers Latest Platform Innovations Adding Video Engagement to 8×8 Contact Center

Posted by By CMOFirst Bureau 6 Min Read
8x8
Share on
READ NEXT
Analytic-Partners
Analytic Partners Acquires Magic Numbers to Expand Reach and Talent in Europe

8×8, Inc., a leading business communications, CX and CPaaS platform provider, announced expanded availability of Video Elevation capabilities for 8×8 Contact Center. The new digital engagement capabilities enable contact center agents to visually diagnose and resolve issues, such as property damage or the assembly of a recently purchased product, reducing the need for onsite technical assistance and improving the overall customer experience. Since introducing Video Elevation, video interactions initiated by agents using 8×8 Contact Center to assess and resolve customer inquiries have grown by 150% quarter-over-quarter.

The video escalation feature enables agents to evaluate and determine the best course of action on a case-by-case basis, reducing support costs and unnecessary time spent on onsite visits. For instance in the UK, housing associations have used Video Elevation to address tenant concerns remotely by assessing the urgency of repair and resolving routine maintenance requests without the need for an onsite visit from a technician, enhancing first contact resolution.

UK public housing association, Platform Housing Group, used the one-way video capabilities to handle 31% of issues remotely as well as replace more than 20 on-premises computer servers. “The £50,000 saved on communications hardware per year is just the beginning, once you factor in a host of time-savings. The phone bill is almost zero each month and when we added 300 users, our costs remained virtually static,” said Mohammed Zabir, Director of Technology & Delivery at Platform Housing Group.

Also Read: InMobi Secures $100 Million from MARS Growth Capital, Prepares for AI-Focused Acquisitions and Strategic Growth

“Video is widely used for business meetings and personal interactions, so why not extend its value for customer interactions, especially considering consumers overwhelmingly want to use video and screen-sharing when they interact with companies,” says Robin Gareiss, CEO of Metrigy. “For example, nearly 97% say they want to use these technologies when they are troubleshooting new products. This may explain why customer satisfaction improves by 41.4% and resolution time improves by 40.6% when video and/or screen-sharing are used.”

For the retail sector, 8×8 customers have leveraged Video Elevation to enable their customers to ask agents for help with assembly or identifying a missing part quickly and easily. Further, contact center agents can reduce average handling time by clarifying confusing discussions and overcoming language barriers.

“Video Elevation is incredibly user-friendly and intuitive. It allows our contact center agents to easily interact with a dealership through video or screen sharing to troubleshoot and resolve issues,” said Tom Gustine, Lead Technical Service Specialist at Manitou Group, a French heavy equipment manufacturer of forklifts, cherry pickers, telehandlers, and other heavy equipment. “It has enabled us to solve complex issues quickly and efficiently while saving time and resources.”

Example use cases and key benefits of 8×8 Contact Center video elevation capabilities include:

  • Easy to Use, Mobile-first Engagement for Automobile Insurance Providers: Contact center agents share a secure, one-way video link via SMS, allowing customers to easily grant the agent permission to see their mobile device camera and geolocation in real time, reducing the need for onsite technicians to assess automobile damage and speeding up insurance claim processing times.
  • Reduce Cost and Time for Manufacturers: Assess issues with complex manufacturing equipment quickly to determine if an issue can be resolved remotely or if an onsite visit is necessary.
  • Meet Rising Tenant Expectations for UK Public Housing Associations: Video Elevation provides tenants of housing associations with a new video engagement channel capability to resolve issues more quickly and in a more empathetic and personalized way.
  • Easy Access to the Full Customer Story for Retailers: In today’s omnichannel environment, consumers often interact with retailers across several channels before making a purchase. Video recording history can be found in the 8×8 Agent Workspace and any still screenshots, metadata, and the recordings themselves are stored within the 8×8 CRM, making it easy for the agents to access all the customer context they need to deliver a personalized experience.
  • Dynamic Agent Controls for Utilities: Agents are given multiple, dynamic controls to assist the customer as efficiently as possible, including the ability to take a screenshot of a water meter, for example, on the customer’s camera, request exact location of an issue, as well as request to flip to the other camera on their device.
  • Great Agent Experience: Native video elevation functionality allows agents to utilize the capabilities directly in 8×8 Contact Center, providing additional privacy as they handle video interactions.
  • Expanded Recording Storage: 8×8 supports up to 130 days of hot storage and up to ten years of cold storage for expanded coverage of video recordings.

Video Elevation is part of 8×8’s cloud contact center and unified communications platform, which includes cloud contact center, business phone, video meetings, team chat, and SMS capabilities. The 8×8 platform is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide 99.999% uptime SLA across an integrated cloud UCaaS and CCaaS solution.

SOURCE: BusinessWire

Tags: 8x8 business communication contact center CX digital engagement
Share on
Share on Facebook Share on Twitter Share on Pinterest Share on Email
CMOFirst Bureau September 13, 2024
Previous Article Cybever Cybever Unveils Beta for AI-Powered 3D World Creation Platform, Advancing Its Mission to Democratize Content Development
Next Article Outreach Outreach Names Abhijit Mitra as New Chief Executive Officer

Leave a Reply

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

You Might Also Enjoy

CMOFirst’s Weekly Roundup: Discover the Most Recent News From Nielsen, Adobe, ResultsCX, Amagi, Vidmob and more!
MarketingNews

CMOFirst’s Weekly Roundup: Discover the Most Recent News From Tableau, Roku, HubSpot, Synopsis, Telnyx, Webflow and more!

4 Min Read
What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It
Featured ArticlesMarketingMarketing Trends

What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It

15 Min Read
Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization
MarketingNews

Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization

2 Min Read
Qualified Launches Piper, AI SDR Superagent for HubSpot
MarketingNews

Qualified Launches Piper, AI SDR Superagent for HubSpot

3 Min Read

CMOFirst is a digital platform that facilitates talks about marketing technology and the digital transformation of the marketing function.

Latest Posts

CMOFirst’s Weekly Roundup: Discover the Most Recent News From Tableau, Roku, HubSpot, Synopsis, Telnyx, Webflow and more!

What is Ad Saturation? Causes, Effects, and How Brands Can Overcome It

Webflow Unveils Integration with Adobe Marketo Engage for AI Personalization

Qualified Launches Piper, AI SDR Superagent for HubSpot

Quick Links

  • Home
  • News
  • Featured Articles
  • Quick Bytes
  • Featured Interviews
  • Contact Us

Contact Our Editorial Team

Looking for an editorial service one click away?

Connect Now

Membership

Join

©2025 CMOFirst - a brand owned and operated by WM America | All rights reserved | Privacy Policy| GDPR | Privacy Notice

We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.AcceptDeclinePrivacy Notice