8×8 Unveils New CX and EX Enhancements and Expands Global Reach

8x8 has unveiled new improvements to its 8x8 XCaaS cloud platform to enhance both customer and employee experiences. The enhancements include boosted 8x8 Supervisor Workspace, contact center analytics capabilities, agent performance tracking tools, as well as streamlined customer journey mapping.

Additionally, 8x8 has expanded the Global Reach capabilities of its XCaaS platform to include South Korea. With this expansion, the platform now provides full cloud Public Switched Telephone Network (PSTN) support for multinational organizations operating in 59 countries worldwide. This includes the availability of local direct numbers, toll-free numbers, and calling plans, along with support for local emergency services.

“Regardless of where you’re located in the world or which department you sit in within an organization, having technology that enables consistent experiences is a must. We provide the solutions that organizations need to provide seamless, tailored experiences for their customers and employees. Our continued focus on innovation and advancing the 8x8 XCaaS platform demonstrates our commitment to providing our customers with the resources and tools they need,” said Hunter Middleton, Chief Product Officer at 8x8, Inc.

Generally available 8x8 Contact Center enhancements   

8x8 has recently introduced the 8x8 Supervisor Workspace, which is a purpose-built experience designed to enhance efficiency for supervisors in contact centers. This workspace combines analytics, performance management, and team admin capabilities into a single interface. Key features of the 8x8 Supervisor Workspace include:

Single Pane of Glass: The workspace brings together all essential information, visibility, and operational aspects of the 8x8 Contact Center.

Embedded Trend Analysis: Supervisors are presented with real-time insights and trend analysis, enabling them to identify areas for improvement and drive performance within the contact center.

Personalized Environments: Contact center leaders can customize their workspace according to their specific needs and priorities without the need for coding. This flexibility allows for more effective team management and decision-making.

User-Friendly Design: The interface is designed to be intuitive and easy to use, facilitating a smooth onboarding process for supervisors.

Accessibility: The 8x8 Supervisor Workspace fully supports hybrid contact centers, enabling supervisors to work from anywhere, using any browser.

In addition, contact center managers now have more power to customize reports, owing to the improved analytics and reporting capabilities. These enhancements provide additional insights and introduce new metrics for the agent performance real-time widget.

The integration between 8x8 Contact Center and Microsoft Dynamics 365 has also been enhanced to offer more seamless and comprehensive features for agents, such as email access, queue name in the auto call log, and new contact screen display.

Moreover, 8x8 has extended the callback expiration time from six hours to 72 hours, resulting in an increased 8x8 IVR (Interactive Voice Response) callback service.

8x8 Unified Communications improvements 

The 8x8 Admin Console has undergone several improvements, such as a French language version, a streamlined storage policy interface, as well as the possibility of updating Multi-Factor Authentication (MFA) challenge frequency by system administrators.

8x8 Work has various improvements across its desktop, mobile, and web interfaces, such as better call handling alerts, streamlined call management, dedicated icons for Auto Attendants, Ring Groups and Call Queues, personalized call logs based on the admin's selection, enhanced group messaging, and improved contact cards for those who have 8x8 Work and 8x8 Contact Center licenses.

The 8x8 Web Dialer Chrome Extension now automatically detects and highlights phone numbers on any web page, allowing users to directly dial or send SMS messages without having to switch applications, enabling users to stay within their web browser for communication tasks.

Moreover, the web dialer can initiate calls from the 8x8 Work for Web platform, making it convenient for users who may not have access to the 8x8 Work desktop application.

With the new feature of 8x8 Work for Web Click-to-Call, users can simply click on a phone number in their web browser to initiate a call, eliminating the need to manually dial the number.

8x8 CPaaS communications APIs updates 

Automated Data Center Region Detection intelligently selects the most suitable data center location based on factors like lower latency. Alternatively, users have the option to manually choose their preferred data center region that aligns with their specific business requirements.

The WhatsApp Business API now provides businesses with updated templates, and these templates come with a new use case-based pricing model. This pricing model aims to give businesses better control over their costs and predictability in budgeting.