Let’s talk about 8×8’s XCaaS!

The Employee experience and the customer experience have had dramatic changes over the years, and that evolution shows no signs of slowing down. They both rely on digital interactions and communications and are now connected more than ever before.

Building the right experience into your communications is the key to connecting with your customer base. That’s why 8×8 created XCaaS, a new type of service that leverages technology and AI-based machine learning to create perfect, seamless experiences every time.

8×8 has introduced a more cost-effective offering that also offers integrated communications services, a contact center, and other features for companies with smaller budgets. They’re uniquely delivering these new features, along with ones like team chat, meetings, and CPaaS, on one platform. Their XCaaS approach provides the innovation that will be necessary to meet changes in the current environment.

What is XCaaS, exactly? 8×8 defines it as a cloud communication service deployment model that connects Contact Center as a Service (CCaaS) with Unified Communications as a Service (UCaaS). XCaaS solutions can help your organization meet the communications needs of employees and offer customers exceptional customer experiences.

Let’s talk about why this service is essential and what it means for your business. This concept isn’t new or unfamiliar, but it has become much more prevalent over recent years due to the increase in remote work and the need for different approaches toward collaboration. The ability to deliver a refined customer or employee experience no matter their location or device of choice is what makes XCaaS so essential.

8×8 has worked with industry analysts predicting that customer experience and employee experience are becoming more critical. As companies transition from legacy, on-premises systems to SaaS and the cloud, they find themselves with fragmented solutions across the enterprise. XCaaS eliminated communications silos, brought the employee experience and customer experience back together, and helped drive the cloud communications industry forward significantly.

With the move to hybrid workplaces that include employees and customers among the workforce, an integrated UC and CC solution is now essential for creating an organizational edge.

The Kansas City Royals are one company that has taken advantage of the benefits of an integrated UC and CC solution. Says their Senior Director of Technology Brian Himstedt: “8×8’s integrated cloud communications and contact center platform provides us the flexibility and resilience to quickly manage all employee and customer interactions from any location or device. With XCaaS, it’s not just the operational value when it comes to the platform. It’s the data insights and the ability to which you can make those insights readily available across the organization to help us provide a better customer and fan experience.”

If your call center is looking for a way to streamline interfaces, provide your agents with an intuitive solution that works in and out of the office, as well as provide your customers with the best experience possible, Vicom is ready to utilize our partnership with 8×8 and provide you a turnkey solution. Please fill out the form below and we’ll be in contact.