8x8 Enhances Cloud Contact Center and Unified Communications Platform with AI-powered Customer and Employee Experience Innovations
January 25 2024 - 9:00AM
Business Wire
New 8x8 XCaaS Platform Capabilities Include
AI-generated Post-meeting Smart Summaries and Action Items, Rich
Omnichannel Experiences, Global Workforce Support, and Deeper
Technology Partner Integrations
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced enhancements to the 8x8 XCaaS™ (Experience Communications
as a Service™) integrated cloud contact center and unified
communications platform. The new innovations include AI-generated
post-meeting smart summaries and action items, AI summarization
beta for 8x8 Speech Analytics, additional integrations with key
technology partners, rich omnichannel experiences across both 8x8
Contact Center and 8x8’s unified communications solution, and
enhanced productivity and efficiency capabilities to improve
customer and employee experiences.
Enhancements to 8x8 Contact Center include:
- AI Summarization for Improved Speech Analytics: For
customers who utilize 8x8 Speech Analytics, 8x8 has begun a limited
beta of AI summarization. This feature will automatically extract
key information from calls and push a smart summary and recorded
interaction directly into select CRM. Beta availability is limited.
8x8 customers interested in participating in the beta program can
sign up to the program by contacting their 8x8 Account Team or via
email to customer.labs@8x8.com.
- New Integration Capabilities Create Richer Omnichannel
Experiences: Contact center leaders are empowered to deliver an
enhanced omnichannel customer experience by allowing agents to now
reply to SMS and WhatsApp messages, initiate SMS, and receive
screen pop up contextual information for these channels while using
the 8x8 for Salesforce or 8x8 for Microsoft Dynamics
Integrations.
- 8x8 Agent Workspace Productivity and Efficiency
Enhancements: Directory search user interface allows agents to
locate the right contacts quickly, revisit previous searches, and
receive alternative search suggestions when no search results are
found for enhanced efficiency and improved experiences.
Additionally, agents can now find queue and ring groups in the
contact directory, improving productivity and accuracy.
- Streamlined Email Handling for 8x8 Contact Center:
Agents can now handle emails from the Control Panel, the same place
where they handle chats and phone interactions, allowing the agent
to view the email thread in the local CRM to improve agent
efficiency and deliver an omnichannel customer experience.
- Supervisor Workspace Enhancements Support Global
Workforce: 8x8 Supervisor Workspace now supports seven
different languages, automatically matching the selected language
in 8x8 Contact Center admin settings. In addition, a new criteria
is now available in the top filter bar, allowing selection of
different media, so users can only see queues from inbound phone,
outbound phone, voicemail, chat, and email.
New updates for 8x8 Unified Communications include:
- Post-meeting Smart Summaries, Action Items, and Analytics
Improve Productivity: The addition of AI-powered video meeting
capabilities to the 8x8 XCaaS platform enables users to access
real-time AI transcriptions, smart summaries, and follow up action
items for enhanced collaboration during and after meetings. The new
features highlight 8x8’s continued focus on platform innovation and
delivering AI-driven contact center and unified communications
solutions to improve productivity and efficiency. Additionally, a
new analytics dashboard provides IT admin with better visibility
into meetings and performance metrics.
- Admin Console Now Provides Increased Flexibility and
Visibility: 8x8 Admin console now supports exporting audit
events via CSV reports, granular controls for group voicemail
notifications, and call recordings, as well as enforces a valid
site address as the emergency address for user safety and
compliance. Additional features increase data resiliency by
notifying and reminding customers who have purchased Storage
add-ons and have yet to configure them.
- 8x8 Work Interface Enhancements Improve User Experience:
New Success Center navigation option is available in the left-hand
menu, offering centralized access to training courses and videos,
the What’s New section, and support.
New capabilities for 8x8 CPaaS include:
- Cost Savings with Phone Number Intelligence: New Phone
Number Intelligence feature evaluates the legitimacy and
responsiveness of phone numbers using historical behavioral data.
This enhances the deliverability of SMS messages, providing
organizations with cost savings and higher conversion rates.
- Callflows API on Voice: The Callflows API enables users
to build their own custom call flows, incorporating popular use
cases such as number masking, complex IVRs, and voice
messaging.
- Deeper Integrations for Seamless Interactions: 8x8 SMS
extension in the Cognigy marketplace allows users to integrate SMS
messaging seamlessly into their conversation workflows, while a
native integration with MoEngage for WhatsApp allows users to
launch, measure, and automate WhatsApp campaigns.
“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,” said Hunter Middleton, Chief Product
Officer at 8x8, Inc. “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.”
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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version on businesswire.com: https://www.businesswire.com/news/home/20240125472679/en/
8x8, Inc. Contacts:
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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