- Meltwater’s social media insights are now integrated into the 8×8 Contact Center
- The partnership unifies social and traditional support channels
- Businesses benefit from advanced filtering and real-time sentiment analysis
Meltwater is a media and social intelligence company. It provides tools and services that help businesses monitor and analyze media coverage, social media conversations, and consumer sentiment to gain insights and improve their communication strategies
Meltwater and 8×8, Inc. have formed a partnership, through utilizing the 8×8 Technology Partner Ecosystem, empowering businesses to connect with customers through social media more efficiently, enhance service operations, and deliver superior customer experiences (CX).
8×8® is one of the industry’s leading platform providers for CX, which combines Contact Center, Unified Communication and CPaaS solutions, and supports enterprise organizations around the world with its suite of CX solutions. With Meltwater’s social insights available directly within 8×8 Contact Center™, 8×8 customers can now utilize social media as a customer care and engagement channel.
Social media is a critical channel for customer engagement, but many contact centers lack the necessary tools to monitor and analyze the vast volume of customer interactions happening online. This new solution with 8×8 addresses this gap, equipping teams with the tools needed to make sense of the ever-growing mountain of social data. Doug Balut, Senior Vice President of Global Alliances and Partnerships at Meltwater, commented:
“Today’s customers expect fast personalized responses, especially on social media. When mentions go unanswered or replies are delayed, it doesn’t just mean missed opportunities, it can erode trust and damage brand reputation. This partnership brings together two industry leaders to empower brands with real-time insights they need to understand customer sentiment, anticipate issues, and respond with agility to improve the customer experience.”
By leveraging Meltwater’s industry leading dataset, which processes more than 1 billion pieces of content daily and transforms them into actionable insights, teams can respond to inquiries faster, identify emerging risks, and extend their reach to underserved audiences, enhancing the overall customer experience.
Key benefits of the integration include:
- Advanced and configurable filtering: Use advanced keyword filtering to surface the most relevant and actionable social media conversations – such as @mentions and direct messages – and seamlessly route them to existing 8×8 Contact Center agent queues, just like any other channel.
- Elevated customer experience across social channels: Enable faster, personalized responses and consistent engagement across platforms.
- Streamlined agent workflows: Unify social and support channels to reduce app switching and improve resolution times.
- Boosted brand reputation and loyalty: Identify negative sentiment early, respond quickly, and amplify praise to elevate customer experience and strengthen customer trust.
Victor Belfor, Global Vice President, Business Development and Strategic Partnerships at 8×8, Inc. commented:
“Social media has become a vital channel for customer engagement, yet many contact centers still struggle to support it effectively. We chose to partner with Meltwater because we believe it’s one of the most powerful social listening platforms in the market. Together, we’re helping organizations stay connected with their customers by delivering best-in-class technology from a single, trusted provider.”
Joint 8×8 and Meltwater customers benefit from a seamless, deeply integrated experience that feels native to the 8×8 platform, while still gaining access to cutting-edge capabilities helping businesses streamline operations, reduce total cost of ownership (TCO), and avoid the pitfalls of fragmented tech stacks.
