“Conversations Are Becoming the Operating System of the Enterprise,” 8×8 Podcast, “The real shift is that conversations are no longer just moments in time,” says says Dhwani Soni, Global Vice President of Product Management at 8×8. “They are where work is coordinated, decisions are made, risks are surfaced and customer relationships are understood.”
@Doug Green
8×8 is moving beyond communications as simple connectivity and into a broader role for communications as a source of action, intelligence and accountability.
In this podcast, we look at two recent 8×8 announcements posted on Technology Reseller News: 8×8 Resolve, a mobile-first critical communications and incident management solution for deskless and distributed workers, and 8×8 Pulse, a conversational intelligence solution that turns business conversations into insight.
“The real shift is that conversations are no longer just moments in time,” says Dhwani Soni, Global Vice President of Product Management at 8×8. “They are where work is coordinated, decisions are made, risks are surfaced and customer relationships are understood.”
8×8 Resolve addresses a practical enterprise problem: when something goes wrong, the people most affected may be the hardest to reach. Frontline employees in healthcare, retail, logistics, utilities, manufacturing and field services often do not sit at a desk, may not have corporate email, and may not be connected to the same tools used by office-based teams.
As outlined in the TR-posted announcement on 8×8 Resolve, the solution reaches workers through channels they actually use, including SMS, voice, WhatsApp and the 8×8 Work mobile app. Resolve can escalate until acknowledgment is confirmed and produce an exportable audit trail showing who was notified, when they responded and how the incident was handled.
The conversation also explores 8×8 Pulse. Businesses already generate valuable intelligence in calls, meetings, chats, emails, support tickets and customer conversations. Too often, that information remains scattered across recordings, transcripts, inboxes and systems of record.
“With Pulse, the conversation itself becomes a source of business memory,” says Soni. “That changes how leaders, account teams, customer success teams and frontline managers understand what is actually happening across the organization.”
As described in the TR-posted announcement on 8×8 Pulse, the product is built around the idea that business decisions increasingly happen inside conversations — and that those conversations can become a source of insight, context and action.
Taken together, Resolve and Pulse point to a larger platform strategy. Communications are becoming the place where organizations detect problems, coordinate responses, capture commitments, understand customers, manage risk and create a record of what happened.
For service providers, MSPs, channel partners and enterprise IT leaders, the message is clear: the next wave of cloud communications value will come from helping customers act on communications data, not simply move it from one endpoint to another.