Kuala Lumpur: Meltwater and 8x8 have announced a strategic partnership aimed at enhancing customer support by leveraging social intelligence. Meltwater, known for its leadership in media, social, and consumer intelligence, has joined forces with 8x8, Inc., a prominent provider of integrated platforms for customer experience (CX). This collaboration is part of the 8x8 Technology Partner Ecosystem and is set to empower businesses to connect with customers via social media, improving service operations and customer experiences.

According to BERNAMA News Agency, 8x8 offers a comprehensive suite of CX solutions that include Contact Center, Unified Communication, and CPaaS solutions, supporting enterprise organizations globally. By integrating Meltwater's social insights directly within 8x8 Contact Centers, businesses can now effectively use social media as a channel for customer care and engagement. This integration addresses a significant gap, as many contact centers currently lack the tools to effectively monitor and analyze the extensive volume of customer interactions occurring online. The new solution aims to equip customer service teams with the necessary tools to interpret and utilize the vast amount of social data generated daily.