8x8 has unveiled enhancements to its integrated cloud contact center and unified communications platform, known as 8x8 XCaaS, to elevate customer and employee experiences by incorporating cutting-edge features across various aspects of the platform.
One notable update involves the introduction of AI-generated post-meeting smart summaries and action items within the 8x8 XCaaS platform. This AI-driven capability aims to improve collaboration by providing real-time transcriptions, smart summaries, and follow-up action items during and after video meetings.
“We know that one size does not fit all, and so we are constantly looking for ways to innovate across the 8x8 cloud contact center and unified communications platform to provide organizations with the technology solutions they need, now and as their businesses grow. 8x8 XCaaS provides organizations with a single platform capable of providing customer engagement, collaboration and communications functionality across the entire organization, which is why creating a seamless, easy to use platform is so important to us - we are committed to providing our customers with the solution that is going to improve both customer and employee experiences, always,” said Hunter Middleton, Chief Product Officer at 8x8.
Enhancements across platforms
For users of 8x8 Speech Analytics, the platform now offers a limited beta of AI summarization, automatically extracting key information from calls, generating smart summaries, and recorded interactions that are seamlessly integrated into select Customer Relationship Management (CRM) systems.
In the context of the contact center, agents now have enriched omnichannel experiences with the ability to respond to SMS and WhatsApp messages, initiate SMS, and receive contextual information via screen pop-ups while using the 8x8 for Salesforce or 8x8 for Microsoft Dynamics Integrations. Additionally, productivity and efficiency enhancements include a streamlined email handling system directly within the Control Panel, enabling agents to manage emails alongside chats and phone interactions.
The 8x8 Agent Workspace has received upgrades, featuring a directory search user interface for quicker contact location, improved queue and ring group identification in the contact directory, and advanced search suggestions for enhanced efficiency.
Supervisor Workspace within the 8x8 Contact Center has also been enhanced to support seven different languages, automatically aligning with the language selected in the admin settings. A new filter criteria has been introduced, allowing users to focus on specific media types such as inbound phone, outbound phone, voicemail, chat, and email.
Unified communications
Within unified communications, the Admin Console now offers increased flexibility and visibility with the ability to export audit events via CSV reports, granular controls for group voicemail notifications and call recordings, and mandatory validation of a valid site address for emergency purposes. An improved interface for the 8x8 Work platform enhances user experience, with a new Success Center navigation option providing centralized access to training courses, videos, the What’s New section, and support resources.
In the 8x8 CPaaS (Communications Platform as a Service) domain, new capabilities include Phone Number Intelligence, which evaluates the legitimacy and responsiveness of phone numbers to enhance SMS message deliverability, leading to cost savings and improved conversion rates. The Callflows API on Voice empowers users to create custom call flows, incorporating functionalities such as number masking, complex IVRs, and voice messaging. Deeper integrations with platforms like Cognigy and MoEngage enable seamless integration of SMS messaging into conversation workflows and the launch, measurement, and automation of WhatsApp campaigns.
