New 8x8 XCaaS Cloud Contact Center and Unified Communications Platform Innovations Create Tailored, Enhanced Customer and Employee Experiences
October 26 2023 - 9:00AM
Business Wire
New Platform Enhancements Include AI-powered
Voice Conversational Self-Service Capabilities, Video Customer
Engagement, Deeper Microsoft Teams Integrations, and New Meeting
Capabilities
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced the latest 8x8 XCaaS™ (Experience Communications as a
Service™) integrated cloud contact center and unified
communications platform innovations for enhanced customer and
employee experiences, including AI-powered voice conversational
self-service and the ability to elevate contact center interactions
to video, further integrations with Microsoft Teams, and 8x8 video
meeting enhancements.
New generally available updates for 8x8 Contact Center
include:
- AI-powered Voice Self-Service Enhances Customer
Experiences: Recently announced, voice self-service is now
available for 8x8’s conversational AI solution, 8x8 Intelligent
Customer Assistant. The addition of voice expands 8x8 Intelligent
Customer Assistant’s powerful, user-friendly AI self-service
capabilities that enable businesses to create simple to complex
experiences across digital and voice channels that help minimize
wait times, and provide instant access to highly personalized,
natural interactions.
- 8x8 Agent Workspace Enhancements & Video Elevated
Customer Support: Contact center agents can now elevate
customer interactions to video directly within 8x8 Agent Workspace,
allowing customers to visually help agents troubleshoot issues
through their mobile devices. The new solution embeds 8x8 secure
video interaction capabilities directly into 8x8 Contact Center,
allowing organizations to easily and seamlessly add video for
enhanced first contact resolution. Further, call handling is now
directly within 8x8 Agent Workspace, without the need for an
external hard phone or softphone.
- Customizable Solutions for Customers: The 8x8 Technology
Partner Ecosystem provides a carefully curated network of
Independent Software Vendors, Value Added Resellers, and Systems
Integrators that can solve specific customer experience use cases.
Technology partners provide integrations that feel native in 8x8 to
enhance customer experiences through cutting-edge technologies with
AI and persistent data.
- Deeper Salesforce Integration: Customers using 8x8
Contact Center and Salesforce are now able to set up, configure,
route, initiate (SMS Only), and reply to SMS and WhatsApp messages
within the 8x8 Integration for Salesforce.
- 8x8 Webchat Quick Replies: Using 8x8 scripting
functions, admins can build out questions and quick replies to
interact with customers; all of which can then be routed back to an
agent providing the necessary context to begin the live
conversation. This is useful for customers that don’t need an
AI-powered chatbot, but still want to give customers menu options
to route them to the right agent.
- 8x8 Supervisor Workspace Enhancements: Includes the
addition of interaction retrieval pages, access to barge, monitor,
and whisper functionality within the Agent Table widget, enhanced
filtering; a new widget highlighting trends in accepted
interactions, ability to create and manage multiple pages, ability
to change agent status; and support for French Canadian
language.
Enhancements for 8x8 Unified Communications include:
- Deeper Native Integrations with Microsoft Teams:
Recently announced, 8x8 Phone App for Microsoft Teams is a
cost-effective and native Teams-first experience enabling PSTN
calling without requiring per user Teams Phone licenses, installing
desktop plugins, or running additional software outside of Teams.
Built on 8x8’s direct routing service, it unlocks native calling
functionality within Teams that is intuitive for users across
devices, simple for IT to manage and deploy, and flexible for
organizations to optimize licensing costs for business needs.
- 8x8 Video Enhancements: New beta program for up to
10,000 meeting participants, providing an optimized interface and
customization options to support large audience events such as
company-wide town halls, or for specific use cases such as auctions
and other large audience events. Additionally, 8x8 meetings now
provide the option to turn off video hardware acceleration,
resulting in improved shared content legibility and support for the
modern AV1 video codec.
- 8x8 Work Usability and Interface Enhancements: Includes
enhanced call recording filters, the ability to import personal or
company contacts from Office 365 and Outlook into 8x8 Work for
desktop, enhanced microphone Automatic Gain Control (AGC), and an
embedded call quality alert for connection status.
Enhancements to 8x8 CPaaS communication APIs include:
- SMS Fraud Prevention: Recently introduced, the 8x8 Omni
Shield solution allows enterprises to proactively safeguard their
customers from fraudulent SMS activity. Part of the 8x8 CPaaS
portfolio, 8x8 Omni Shield is seamlessly integrated with real-time
messaging, across web and mobile applications, and proactively
detects and prevents fraudulent activities through automated fraud
alerts, real-time notifications, live traffic monitoring, and
instant phone number assessments.
- Voice IVR Capabilities: 8x8 Voice solutions now enable
customers to build an automated phone system that handles actions
such as routing calls and capturing phone numbers in order to
provide users with real-time information through self-service, or
automatically routing calls to an agent for further support.
- Smart Channel Routing: 8x8’s unique Smart Channel
Routing feature identifies telecom operators that are charging
premium SMS rates based on predefined operator settings, seamlessly
routing these SMS messages to more cost effective alternatives such
as other messaging channels, without requiring any technical
modifications or additional setup.
- Zalo Notification Services: Now available as part of the
8x8 Chat Apps offering, the Zalo Notification Service (ZNS) enables
businesses to send customer-centric and personalized notifications,
such as real-time alerts, one-time passwords (OTPs), account
updates, and more, to users in Vietnam.
- Sender ID Dashboard on 8x8 Connect: Agents can now track
the process of their SMS Sender ID registration by operator on 8x8
Connect, providing businesses with visibility into the status of
their registration requests, understanding whether there are any
issues or delays, and allowing for efficient troubleshooting.
- 8x8 Voice API Enhancements: 8x8 App to App Calling with
automated fallback to Public Switched Telephone Network (PSTN) for
enhanced call reliability, access to comprehensive voice logs on
8x8 Connect, and the ability to create customer call flows while
incorporating specific actions such as sending voice messages or
text-to-speech.
- 8x8 Communication API Enhancements: Enhanced WhatsApp
reporting on 8x8 Connect, multi-browser support for 8x8 Video
Interactions, and two-factor authentication on 8x8 Converse.
The 8x8 XCaaS platform Global Reach™ capabilities were also
extended and will include onboarding two new global carriers in
Hong Kong and South Africa to continue delivering improved
redundancy and effective local support. 8x8 offers full cloud PSTN
support for multinational organizations with users in 59 countries
around the world, offering local direct numbers, toll free numbers,
and calling plans in addition to support for local emergency
services.
“At 8x8 we are committed to providing our customers with a
customer engagement, communications and collaboration platform that
not only offers the highest levels of innovation, but is reliable
and easy to use,” said Hunter Middleton, Chief Product Officer at
8x8, Inc. “Our highly tailored and seamless integrated cloud
contact center and unified communications platform, not only
improves employee and customer communications and collaboration,
but it does away with disjointed, siloed information and resources.
Instead, everyone across the entire organization is empowered to
provide the best possible experiences for their customers,
regardless of whether they sit in the contact center or elsewhere,
which leads to overall happier customers and employees, and
positive business growth.”
8x8 XCaaS includes integrated cloud contact center, business
phone, video meetings, team chat, and SMS capabilities in a
single-vendor solution. 8x8 XCaaS is built on a resilient, secure,
and compliant platform, which offers the highest levels of
reliability with financially backed, platform-wide 99.999 percent
uptime SLA across an integrated cloud UCaaS and CCaaS solution.
8x8 customers can register for the upcoming 8x8 webinar to learn
more about the latest customer and employee experience enhancements
to the 8x8 XCaaS platform.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements. Readers
are cautioned that such forward-looking statements involve risks
and uncertainties that could cause actual events or our actual
results to differ materially from those expressed in any such
forward-looking statements. Readers are directed to 8x8’s periodic
and other reports filed with the Securities and Exchange Commission
(SEC) for a description of such risks and uncertainties. 8x8
undertakes no obligation to update any forward-looking
statements.
About 8x8, Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (Experience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS solution
built on one global cloud communications platform. 8x8 uniquely
eliminates the silos between Unified Communications as a Service
(UCaaS) and Contact Center as a Service (CCaaS) to power the
communications requirements of all employees globally as they work
together to deliver differentiated customer experiences. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, Twitter and Facebook.
8x8®, 8x8 XCaaS™, Experience Communications as a Service™,
Experience Communications Platform™ are trademarks of 8x8, Inc.
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Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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