8×8 and Genesys Announce an Integration, but There Is Much More Than Meets the Eye

G. Willsky

Summary Bullets:

• The integration enables collaboration between contact center agents and subject matter experts throughout their organizations.
• The announcement reinforces trends around coopetition, contact centers, and linkage between UCaaS and CCaaS.

8×8 and Genesys announced that 8×8’s ‘Work’ now features integration with Genesys’ ‘Cloud CX.’ 8×8 Work includes enterprise voice, video meetings, and team chat capabilities. Cloud CX is a contact center offer that works across phone, email, chat, text, and social channels. The integration will enable contact center agents to collaborate with subject matter experts across an organization. Agents will access subject matter experts through a company directory, while those experts can indicate their availability to respond to customer inquiries. Agents will access both offers through a single sign-on. Both offers can be downloaded from either vendor’s app store.