Businesses rely heavily on unified communication (UC) and contact center (CC) platforms to drive and manage customer interactions, streamline workflows, and meet compliance demands. The recent technology partnership between CallCabinet and 8×8 marks a transformative shift, making CallCabinet a leading compliant call recording and AI analytics solution for 8×8 platforms.
With robust integrations across 8×8 Work, 8×8 Contact Center, and 8×8’s suite of solutions for Microsoft Teams, this partnership delivers unmatched value to customers seeking to optimize compliance and gain deep insights from their communication environments.
Comprehensive Compliance Meets Cutting-Edge Analytics
8×8 was seeking a technology partner who could extend their platform’s capabilities deep into compliance and AI-powered analytics to add the additional proficiency their customers were asking for. CallCabinet was selected to do just that following competitive testing. The unique combination of compliance assurance, AI-powered conversation analytics, and cross-platform capability expedited this decision. Let’s break down how this collaboration benefits businesses.
Unified Communication Intelligence
One of the standout advantages of the CallCabinet platform is its ability to seamlessly integrate and analyze communication data across diverse platforms, extending 8×8’s compliance and analytics efforts.
For 8×8 customers, this means:
- Centralized Call Recording: The ability to consolidate recordings from 8×8 Work, 8×8 Contact Center, and its Microsoft Teams solutions into a single, secure platform.
- Cross-Platform Insights: Unified reporting, quality assurance, and business intelligence across calling, conferencing, and contact center conversations can be enabled.
- Streamlined Operations: Eliminate the siloed data lakes created by multiple recording solutions and gain a unified view of communication data.
- Automated Call Quality Assurance: CallCabinet continuously evolves to bring the latest in self-service capabilities, including no-code phrase editors, drag-and-drop dashboard configuration and so much more.
Example Use Case:
A global retail chain uses 8×8’s Work for internal collaboration and Contact Center for customer support. By integrating CallCabinet, they will be able to ensure all customer interactions are compliantly recorded, analyzed, and securely stored on a single platform. This streamlined approach improves compliance management while enabling the business to identify trends in customer feedback, optimize training tracks for agents, and feed marketing campaigns tied directly to target audience influence.
Enhanced Compliance for a Regulatory Landscape
Regulatory requirements such as GDPR, CCPA, PCI DSS, and industry-specific mandates (e.g., HIPAA in healthcare or FINRA in financial services) demand rigorous compliance measures. CallCabinet equips 8×8 customers with:
- End-to-End Security: Recordings are encrypted during capture, transit, and storage, safeguarding sensitive data from breaches.
- Customizable Retention Policies: Define data retention and deletion policies to align with regional or industry-specific regulations.
- Automated Audio and Transcription Redaction: Automatically redact sensitive information, such as payment card details, to maintain compliance without manual intervention.
- Regional capture, processing, and storage: Data sovereignty ensures regional and local compliance requirements are fulfilled.
Example Use Case:
A financial advisory firm using 8×8 Contact Center relies on CallCabinet to record client calls while redacting cardholder data to ensure PCI DSS compliance. The firm can easily retrieve these recordings during audits, demonstrating adherence to strict regulatory standards.
The previous recording platform’s legacy recorded data was seamlessly migrated into the CallCabinet cloud, so all audit information now resides securely and compliantly in one centralized and unified location.
AI-Powered Insights for Optimized Performance
CallCabinet’s AI-driven analytics transform recorded interactions into actionable intelligence, giving businesses deploying 8×8 compliance and analytics a significant edge in competitive markets.
Key capabilities include:
- Sentiment Analysis: Gauge customer sentiment to enhance service quality and tailor interactions.
- Performance Metrics: Identify top-performing agents and pinpoint areas for improvement through detailed analytics.
- Proactive Risk Management: Detect compliance violations or potential disputes early with real-time monitoring and alerts.
Example Use Case:
A mid-sized e-commerce company uses 8×8 Work for internal, cross-departmental collaboration CallCabinet’s root cause analysis can reveal gaps in product acquisition and delivery processes. The company implements a more effective process, reducing stock delays and improving product delivery times.
Legacy Data Migration: Creating A Single Source of Truth
For many businesses, legacy call recordings remain fragmented across outdated systems and numerous data lakes, making compliance and analysis challenging. 8×8 customers can now add CallCabinet to their 8×8 environment, enabling them to ingest all call recording data into CallCabinet, with seamless migration capabilities for existing recordings. This empowers 8×8 customers to enjoy a unified, secure, and compliant solution.
CallCabinet simplifies the data migration process with its robust capabilities:
- Seamless Transition: Migrate call data from legacy platforms into CallCabinet’s secure cloud environment.
- Unified Access: Access historical recordings alongside new ones, creating a single source of truth.
- Cost Efficiency: Avoid the high costs of maintaining outdated recording systems.
Example Use Case:
Faced with a complex migration from an on-premises PBX to 8×8, an insurance company chose CallCabinet to ensure a smooth transition of legacy recordings and a future-proof solution for all future recording needs. With CallCabinet, they can now leverage advanced analytics on all their data, confidently meet compliance requirements, and adapt to evolving business needs.
Deployment Flexibility for Every 8×8 Business Environment
CallCabinet supports cloud, hybrid, and on-premises deployments, ensuring a seamless fit for any 8×8 environment. Businesses can:
- Scale with Ease: Adjust capacity as needs evolve, whether adding new locations or increasing call volumes.
- Support Hybrid Models: Combine cloud-based compliance with on-premises workflows for maximum flexibility.
- Achieve Business Continuity: Maintain operations with redundant storage and backup capabilities.
Example Use Case:
A healthcare provider using Microsoft Teams Operator Connect via 8×8 benefits from CallCabinet’s hybrid deployment. They maintain on-premises servers for patient data while leveraging cloud analytics for operational insights, ensuring both compliance and agility.
Driving Value Across 8×8 Platforms
The CallCabinet-8×8 partnership represents a significant step forward for businesses seeking a unified, compliant communication solution.
Here’s how it adds value across 8×8’s offerings:
8×8 Work
- Enhance team collaboration with compliant recording and conversation analytics by gaining insights and identifying commonalities across departments.
- Identify trends in internal communications to improve workflows and employee engagement.
8×8 Contact Center
- Drive exceptional customer experiences by analyzing interactions and refining agent training.
- Ensure adherence to industry-specific regulations in contact center environments.
8×8’s Suite of Microsoft Teams Solutions
- Enable secure, compliant recording for Teams calls, extending the Teams platform functionality.
- Consolidate Teams communication data alongside other 8×8 platform recordings.
Why CallCabinet Is the Solution of Choice for 8×8 Customers
The CallCabinet-8×8 partnership goes beyond standard integration, offering a truly unified approach to compliant recording and analytics.
With CallCabinet, 8×8 customers gain:
- Peace of Mind: Automatically meet evolving compliance requirements easily and seamlessly across all 8×8 platforms.
- Actionable Insights: Leverage AI to turn raw data into strategies that enhance customer satisfaction and operational efficiency.
- Scalable Solutions: Grow confidently with a platform that adapts to your needs.
By combining CallCabinet’s industry-leading compliance and AI analytics capabilities with 8×8’s robust UCaaS and CCaaS platforms, businesses can unlock the full potential of their communication data. From safeguarding sensitive information to optimizing customer interactions, this partnership delivers transformative value to a wide range of industries.
As regulatory landscapes grow more complex and customer expectations evolve, CallCabinet equips 8×8 customers with the tools to stay compliant, make data-driven decisions, and thrive in a competitive environment.
Ready to experience the benefits of CallCabinet’s compliance and analytics solutions for your 8×8 environment? Schedule a demo to see how we can elevate your compliance and analytics capabilities today!