Proactive Outreach for 8x8 Contact Center Enhances Customer Engagement with Highly Personalized Messaging Campaigns

8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced new Proactive Outreach features for 8x8 Contact Center, enhancing customer messaging capabilities and eliminating the reactive nature of customer service. By leveraging 8x8's programmable SMS and WhatsApp capabilities natively in 8x8 Contact Center, organizations can now provide a seamless end-to-end customer experience to send highly personalized, outbound messaging campaigns at scale, with inbound responses directly routing to their agents or bots with full context and rich reporting.

“With Proactive Outreach, mid-size businesses now have access to native notification for SMS and WhatsApp without the need for a third-party solution,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “Now, instead of ‘do not reply to this SMS’ companies can offer a direct transfer to contact center agents when required.”

For industries in which proactive customer messaging and engagement is especially important, this new solution promises tremendous opportunities to enhance customer engagement. By proactively supplying customers with relevant, necessary information, organizations can increase customer satisfaction and contact center agents can instead focus on more complex, time consuming tasks rather than reactively managing customer issues. Specific examples include:

• Personalized sales and marketing promotional offers from retailers
• Appointment reminders and updates from healthcare providers
• Two-way asynchronous customer service and support
• Emergency weather updates and unexpected facility closures
• Time-sensitive alerts and real-time feedback

Key benefits of Proactive Outreach for 8x8 customers include:

• Proactive Customer Engagement: Increase customer awareness, engagement, and satisfaction for organizations through proactive rather than reactive engagement.
• Optimize Conversation and Revenue: Drive demand generation by leveraging campaigns, which offers personalized experiences for customers and ensures interactions are both relevant and impactful.
• Measure Impact: Track outbound SMS performance and expenditure with advanced reporting and analytics as well as delivery receipts for all messages.
• Reliable Communication Channels: Automatically select the best routes using 8x8’s intelligent message routing to ensure outbound messages are delivered while automated fallback resends undelivered or unread messages to alternative messaging channels, ensuring deliverability.

Key Features include: