8x8 has announced upgrades to its cloud-based contact center and unified communications solutions to boost customer interactions across organizations, improve collaboration, and extend communications across new channels, propelling business growth. The new features include 8x8 Engage, Proactive Outreach, and 8x8 Operator Connect for Microsoft Teams, enhanced collaboration tools, and advanced analytics capabilities.
“At 8x8, we understand that all innovations should be intentionally engineered to enable organizations to bridge gaps between channels and teams, both internally and externally, to drive superior customer experiences and business success. By introducing these recent enhancements to our integrated cloud contact center and unified communications platform, which is now expanding beyond the traditional CCaaS and UCaaS definitions to also include 8x8 Engage, we are prioritizing solutions and capabilities that will enable organizations to provide their customers and employees with exceptional communication and collaboration experiences at every step of the customer journey,” said Hunter Middleton, Chief Product Officer at 8x8.
Recent features
8x8 Engage: This AI-driven solution is designed to enhance customer interactions across the entire organization, not just within contact centers. It equips customer-facing staff with the tools they need for effective engagement, improving customer experiences, and fostering loyalty.
Proactive Outreach: Leveraging 8x8's programmable messaging capabilities, including SMS and WhatsApp, this feature allows customer experience (CX) professionals to initiate personalized mass messaging campaigns. These campaigns are supported by a robust platform offering scheduling, sophisticated routing, and detailed analytics.
8x8 Operator Connect for Microsoft Teams: As a certified provider, 8x8 now offers Public Switched Telephone Network (PSTN) calling capabilities within Microsoft Teams. This integration facilitates streamlined deployment and reliable calling options directly from the Teams interface.
Meeting Whiteboards: To foster better brainstorming and collaboration, meeting participants can now interact with a digital whiteboard where they can draw, write, and link ideas in real-time.
LINE Official Notification Channel: Businesses operating in Thailand and Indonesia can now use LINE for one-way notifications like order confirmations and payment reminders, enhancing customer communication in these regions.
Additional updates
Advanced Analytics and Reporting: The updated Calls by DID report enables organizations to monitor incoming call activity, track call volumes, and review handling details across all numbers.
8x8 Work Enhancements: Updates to 8x8 Work include better internal caller identification, customizable app sounds, country-specific ringback tones, improved UI accessibility for screen readers, optimized search functionality during incoming calls, and intuitive call forwarding.
Supervisor Workspace Enhancements: New customization options enable supervisors to tailor their workspace by selecting and arranging metrics and tables for a clearer and more effective overview of team performance.
Smart Channel Routing: This feature now provides more efficient message delivery, directing SMS to specific telecom operators or alternative channels like Viber. Integration with new messaging channels also allows for routing one-time passwords to WhatsApp and Zalo.
Improvements to the 8x8 CPaaS Platform: These include self-registration for WhatsApp Business accounts, intelligent routing for voice solutions, and SMS integration with marketing automation platform CleverTap.
