8×8 has long been one of our preferred business cloud phone systems and, unsurprisingly, is often the best fit for our clients. It’s intuitive, easy to use and integrates neatly with other communications systems. It’s also packed with intelligent features and analytics capabilities, with new capabilities continually added to ensure the process of making and taking business phone calls is as effective as it should be.
In fact, 8×8’s latest feature – Conversation IQ – has got us seriously excited. Conversation IQ is a new, AI-powered tool that can impressively transcribe and summarise calls made via the platform. It makes analysing and understanding calls easier than ever before, with analytics capabilities far beyond anything comparable from other cloud phone systems or more traditional phone systems.
So, if you’re a business owner or in charge of communications in your organisation, what does this mean for you? Well, we’re on hand to help you find out – here’s everything we know so far about the awesome new Conversation IQ features of 8×8.
What Is 8×8 Conversation IQ?
Conversation IQ is 8×8’s new intelligent tool, designed to provide actionable insights for every single phone call made by your teams and your business. It is built into the cloud phone system itself, managed entirely through its main, easy-to-use interface, and a simple, affordable additional licence can unlock it.
The AI-powered tool offers its insights through four key capabilities:
- Call Transcription – with Conversation IQ, every call is accurately transcribed, allowing for faster review and an easy-to-manage record of interactions.
- Call Summarisation – AI generates clear recaps of each conversation, highlighting key talking points, outcomes and next steps.
- Speech Analytics – the tool conducts thorough sentiment analysis, examining tone, talk time, and silence to give managers a snapshot of how successful the interaction was.
- Action Items – after each call, Conversation IQ captures and records next steps automatically.
How Conversation IQ Can Benefit Your Business
By combining these four capabilities, 8×8 Conversation IQ offers something more than traditional call recording. Managers and business owners can get an immediate understanding of call trends and spot areas where improvements can be made. Meanwhile, individuals and teams can work more efficiently by reviewing their own calls in seconds and extracting the information and insights that matter most without having to replay the entire conversation in full.
What is particularly unique when it comes to the major benefits of Conversation IQ is that it provides a genuine look at sentiment and call quality. Because the AI highlights when calls go well and signals where recipients might’ve felt a little frustrated, it’s easy to quickly identify common mistakes and address them. Often, it might be that simple fixes can be implemented by refresher training, but the time saved by using Conversation IQ also then frees up precious minutes that can then be used to follow up more deep-rooted call problems with your teams.
There are huge compliance and quality control benefits with this 8×8 feature, too. Conversation IQ allows you to easily see if your calls meet company standards and will alert managers if they don’t, helping you to drive compliant communication team-wide.
Upgrade Your Business Phone System With Agile Comms
8×8’s Conversation IQ is another great example of the merits of moving your business phone system to the cloud, and proof that clinging onto a traditional phone system will only ever lead to inefficient comms. Conversation IQ gives simple and actionable insights for every call your organisation makes, giving you the tools you need to communicate better and smarter than ever before.
The best thing is that we think this technology is only going to get better. This type of AI-powered sentiment analysis is still relatively new and 8×8 continues to refine it, so now’s a great time to get on board and learn with the platform.
If your organisation is interested in switching to the 8×8 cloud phone system and enjoying the built-in benefits of this new feature, we can help. At Agile Comms, we’re highly experienced in specifying and installing business cloud phone systems and do so with flexible and simple terms. Simply get in touch now to arrange a chat or a demo with our expert team.
