8x8 Acquires MarianaIQ

By Robbie Pleasant
16 May 2018

8x8, Inc. has announced the acquisition of MarianaIQ, a startup focused on AI and deep learning. With this acquisition, 8x8 can add MarianaIQ’s deep learning capabilities to its X-Series, bringing new key Artificial Intelligence (AI) capabilities to its enterprise communications line.

8x8 is known for its cloud phone, meeting, collaboration, and contact center solutions. Following the company’s acquisition of MarianaIQ, it will use the AI and deep learning capabilities to help transform employee and customer experience by changing how employees use data and intelligence for customer engagement.

Artificial Intelligence is already being utilized to help improve customer experiences, but 8x8’s AI and Machine Learning team aims to further enhance it by improving context-rich customer engagements, intelligent call routing, and speech analytics.

For customer engagement, 8x8’s AI team will add contextual personalization for omni-channel services to its X Series Intelligence Platform. This will provide contact center agents with a complete customer history and context, including detailed information on previous interactions, so that contact center agents are fully prepared and knowledgeable about the customers they’re working with.

Additionally, the AI capabilities can be used to better route customer calls, connecting them with the agents or experts best suited to handle their issues. This will provide first contact resolution, providing a better customer experience by getting customers in touch with qualified employees who can resolve their issues.

Last but not least, speech analytics helps provide better customer experiences through customer insights and data-driven decisions. The Speech Analytics from 8x8 can analyze customer interactions to get a clear view of compliance and agent performances, as well as insights that can help agents and customer service teams give their customers the best service.

The financial terms of the acquisition have not yet been disclosed. For more information visit www.8x8.com.


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