Integrated customer experience (CX) platform provider 8x8, Inc. and Modica Group, a global leader in intelligent messaging, have partnered to expand omnichannel CX capabilities across the Asia Pacific (APAC) region.
The partnership involves integrating 8x8 Jitsi as a Service (JaaS) into Modica’s OMNI CPaaS platform, enabling businesses to launch video sessions directly from SMS, WhatsApp, or MMS, eliminating the need to download or switch applications.
“Modica is a trusted CPaaS provider across the Asia Pacific, and we’re excited to partner with them to bring seamless, embedded video to their customer experience toolkit,” said Aman Basra, director of CPaaS Partnerships at 8x8, Inc. “Together, we’re unlocking richer, more flexible ways for businesses to engage their customers in real time.”
Real-time video CX across mobile channels
The integration simplifies the process for organisations to launch one-click video chats from SMS, WhatsApp, or MMS, enhancing face-to-face engagements without requiring additional apps or causing delays.
“Our customers want secure, frictionless video – and with 8x8, we can now deliver it, directly within our OMNI platform,” said Stuart Wilson, CEO and founder of Modica Group. “This partnership allows us to meet rising demand for mobile-first video CX, while keeping enterprise-grade security and compliance front and centre.”
Real-world use cases
The integration is already proving its worth in real-world scenarios. It's currently in pilot with customers in Australia and New Zealand, facilitating remote patient assessments, expediting insurance claims, conducting field inspections, and providing technical guidance and support resolutions.
Looking ahead, the two companies will work on future integrations and reselling expected in programmable voice, security, and over-the-top (OTT) services.
