8×8 has announced the launch of 8×8 JourneyIQ.
This solution is designed to help businesses track, predict, and optimize every step of the customer journey across all channels and touchpoints.
Hunter Middleton, Chief Product Officer at 8×8, explained the product in more detail: “With 8×8 JourneyIQ, businesses can now seamlessly track every customer interaction across the entire organization without losing context or visibility.
With AI-powered interaction tracking, 8×8 JourneyIQ helps businesses to optimize customer experiences at every touchpoint, empowering them to be proactive rather than reactive when it comes to potential issues and pain points.”
Using real-time AI, it provides a unified view of customer interactions, allowing companies to identify friction points and streamline workflows.
Key features of the product include 360° customer journey intelligence, AI-driven decision-making to address issues before they impact metrics, and intelligent orchestration to improve efficiency.
Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, said: “8×8 JourneyIQ allows organizations to cut through all the complexity and unify every customer touchpoint, both inside and outside of the contact centre, to provide a single, real-time view.”
For more information about 8x8 - visit the 8x8 Website
Author: Hannah Swankie
Reviewed by: Megan Jones
Published On: 2nd Apr 2025
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