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Cloud communications provider 8x8 Inc. is teaming up with Atlassian to offer integrated unified communications services that will include team collaboration tools, contact center, messaging services and other offerings.
8x8, based in San Jose, Calif., will integrate its Virtual Office unified-communications-as-a-service product with Atlassian's team collaboration tool HipChat, which is becoming Stride. The 8x8 and Atlassian integration will offer customers team collaboration tools such as telephony, video, meetings and messaging from within HipChat rooms.
The collaboration between 8x8 and Sydney-based Atlassian also aims to enhance customer support through the integration of 8x8 ContactNow and Atlassian's Jira Service Desk. With this integration, IT support and customer service representatives can work within the Jira Service Desk system by:
- making and receiving calls from within a ticket with click-to-call capabilities;
- offering intelligent search capabilities to find caller tickets by name, number and email address;
- automatically listing ticket info with caller information; and
- recording call details directly into a ticket at call completion.
AeroFS and Redbooth merge on collaboration, task management
AeroFS, a collaboration software provider, has merged with Redbooth, a task and project management platform. The new entity will retain the Redbooth name and combine products and other assets.
Redbooth offers online task and project management software for work teams. Users can prioritize and delegate tasks and create visual timelines. Earlier this year, AeroFS unveiled a new release of its Amium cloud-based collaboration platform that lets users collaborate with people outside their organizations.
By integrating the two products, the new company increases the functionalities in a single service. The merged platforms should help workers consolidate their team collaboration tools. Vendor and user consolidation is an ongoing trend around the UC and collaboration market.
Currently, some workers might use too many services, such as five or six separate team collaboration tools, AeroFS CEO Yuri Sagalov said in a statement. Sagalov will be Redbooth's new CEO. Both AeroFS and Redbooth are based in Palo Alto, Calif., and have targeted small and medium businesses, as well as larger enterprises.
Talkdesk launches mobile contextual communications
Talkdesk, a San Francisco-based cloud contact-center platform, has unveiled Talkdesk Context, a suite of products that provides data on customer self-service activity to contact center agents. Context Mobile is the first service to launch within the Talkdesk Context suite.
Context Mobile provides real-time information about a customer's mobile in-app activity to customer service agents so they can provide relevant and personalized support. This new technology, available now for mobile apps, is built for customers who often look for self-service options before calling a contact center for support. Context Mobile, which features artificial intelligence capabilities, identifies callers instantly and passes information about their in-app activity to the contact center agent who answers their call.
Delivery of this real-time information to the agent looks to reduce the time that customers spend on support calls. With this service, customers won't necessarily need to confirm their identities and explain their needs. For contact center agents, Context Mobile illustrates everything customers have gone through to serve themselves.
App Annie, a San Francisco-based app market data company, found that consumers spent nearly 900 billion hours in apps during 2016, an increase of more than 150 billion hours from 2015.
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