"Selecting the right partner was critical for us,†said Jan Collins, Managing Director at KCOM Enterprise. "We ran a rigorous tender process and looked across the market for a platform that could meet the needs of our customers, from everyday business communications through to mission-critical contact center environments. 8x8 stood out not only for the strength of its unified communications and contact center platform, but for its cultural alignment and the way our teams have collaborated to bring this partn ...

Core Insights - 8x8, Inc. has acquired Maven Lab, enhancing its customer engagement strategy in the Asia-Pacific region [1] - The acquisition aims to strengthen 8x8's messaging, automation, and customer engagement capabilities for enterprise and public-sector organizations [1][2] Strategic Expansion in CPaaS - The integration of Maven Lab's Moobidesk platform with 8x8's existing capabilities will create a more scalable and unified platform for customer engagement [2] - This will improve performance in enterprise messaging and broaden the range of customer interaction channels [2][3] Enhanced Engagement Capabilities - The combined teams will focus on enhancing engagement capabilities, including smarter automation and support for emerging communication channels [3] - Industries such as finance, eCommerce, healthcare, logistics, and travel will benefit from improved customer communication speed, consistency, and governance [3] Real-World Impact - Maven Lab's platforms are already utilized by regional organizations, delivering millions of customer engagements annually [5] - The acquisition is expected to enhance throughput, reliability, and data protection for customers through 8x8's advanced security features [6] Unified Platform Vision - The collaboration aims to transition enterprises from merely sending messages to orchestrating comprehensive customer engagement [4] - This partnership is positioned to accelerate the launch of richer customer journeys and more intelligent automation across Southeast Asia and beyond [4]

Core Insights - 8x8, Inc. has introduced native support for Mitel SIP desk phones, allowing users to access the 8x8 platform while preserving their existing hardware investments and enhancing voice resiliency without disruptions [1][2][3] Company Developments - The integration of Mitel SIP support expands 8x8's enterprise voice capabilities, enabling businesses to modernize their communication systems without the need for device replacements [2][4] - 8x8's platform combines various communication tools, including business phone, contact center, chat, video, APIs, and AI, ensuring a comprehensive solution with a guaranteed 99.999% uptime SLA and global PSTN coverage in over 55 countries [4][7] Industry Context - The partnership with Mitel emphasizes the importance of physical handsets in enterprise communication, as they are trusted for their reliability and performance in various environments [5][3] - Mitel's recent relocation of IP phone production to Germany aims to enhance supply chain stability and reduce lead times for European customers, which is particularly beneficial for clients in regulated industries [9]

Core Insights - UK consumers prefer human support over AI, with 83% favoring real person interactions compared to only 4% for virtual agents or chatbots [2][15][3] - Financial incentives can shift consumer preferences, as over 30% would consider using AI if it resulted in lower prices [4][9] Consumer Preferences - A significant majority (75%) of respondents across the UK prefer human interaction for urgent issues, with no region reporting below 76% support [3] - For non-urgent matters, support for AI increases slightly, indicating a nuanced view on the use of technology [3] Regional Variations - Londoners show the highest price sensitivity, with 45% more likely to accept AI if it reduces costs, followed by Newcastle (39%) and Wales (36%) [5] - In contrast, only 20% of Scots indicated that discounts would influence their preference for AI [5] Demographic Insights - Younger demographics (25-34 years) are more open to hearing a relative's voice in customer interactions, with 48% in favor, while only 12% of those aged 55 and older support this idea [6][8] - Among 16-24 year olds, 7% prefer AI assistance, and 17% have no preference, suggesting a generational divide in attitudes towards AI [8] AI Integration in Customer Experience - The 8x8 platform integrates AI to enhance customer experience, supporting human agents with real-time assistance and workflow automation [10] - The approach emphasizes empowering agents rather than replacing them, aligning with customer expectations for a balanced service model [9]