Vertical Computer Systems Inc (fka VCSY)

[doc2016]

8x8 has an agreement with google contact center to connect data to cloud , as i remember.
gemini ai says:



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You're absolutely right! 8x8 has a significant integration with Google Cloud's Contact Center AI (CCAI). This is a key part of their strategy to enhance customer experience and empower contact center agents.

Here's a breakdown of the integration:

What it does:

Connects 8x8 X Series with CCAI: This integration links 8x8's X Series cloud contact center solution with Google Cloud's Contact Center AI.
AI-Powered Virtual Agent: It enables 8x8 to offer a virtual agent that can interact with customers, answer questions, and resolve simple issues without needing a human agent.
Agent Assist: For more complex issues, the virtual agent can seamlessly hand off the interaction to a human agent while providing the agent with relevant information and context from the conversation.
Key benefits:

Improved Customer Experience: The virtual agent can provide quick and efficient self-service options for customers, improving their overall experience.
Increased Agent Efficiency: Agent Assist helps agents resolve issues faster by providing them with relevant information and reducing the need for repetitive tasks.
Reduced Costs: By automating some customer interactions, businesses can reduce their contact center costs.
Enhanced Customer Insights: The integration allows businesses to gather valuable data and insights from customer interactions, which can be used to improve service and personalize experiences.
How it works:

Natural Language Understanding: Google Cloud's CCAI uses natural language understanding (NLU) to interpret customer inquiries and provide relevant responses.
Integration with 8x8 Platform: 8x8 integrates CCAI with its X Series platform, allowing the virtual agent to interact with customers through voice and chat channels.
Data Exchange: Data is exchanged between 8x8 and Google Cloud to provide context and personalize the customer experience.
Example use case:

A customer calls a company's contact center with a question about their order status. The 8x8 virtual agent, powered by CCAI, can understand the customer's request, access the relevant order information, and provide an update without needing to transfer the call to a human agent.

Significance of the Integration:

AI for Customer Service: This integration highlights the growing importance of AI in customer service and contact centers.
Cloud-Based Solutions: It demonstrates the power of cloud-based solutions to deliver innovative and flexible customer experience capabilities.
Strategic Partnership: The collaboration between 8x8 and Google Cloud showcases the value of strategic partnerships in the technology industry.
By combining 8x8's communication expertise with Google Cloud's AI capabilities, this integration provides businesses with powerful tools to enhance customer service and optimize contact center operations.