8×8 has introduced its latest artificial intelligence and customer engagement features to its cloud CX platform.
- 8×8 Secures a 20,000+ Seat CCaaS & UCaaS Megadeal
- 8×8 Expands AI-Powered Voice Self-Service Offering
- 8×8 Finds Its CCaaS Groove in the Midmarket, Sees Deals Spike in the Segment
New features from the US-based CCaaS and UCaaS provider include AI-powered transcriptions for 8×8 Contact Center and better call quality for Azure virtual desktops.
According to 8×8, the CX capabilities will allow business leaders to bolster experiences and engagement across organisations for customers and employees.
Hunter Middleton, Chief Product Officer at 8×8, outlined the key benefits of the solution: “Our continued pace of innovation is a testament to 8×8’s commitment to delivering the latest in CX-driven enhancements to our customers every single day.
“With each update, we are not just keeping up with the demands of the market, we are anticipating them.
“By investing in AI-driven tools that bridge CX gaps across every touchpoint in the customer journey, we empower businesses to enhance engagement and achieve successful outcomes.”
Key Feature Releases
AI-powered language support and real-time accuracy have been upgraded as a result of the new OpenAI Whisper model, providing ‘best-in-class’ accuracy for particular language and greater performance with different accents.
Support language have also been doubled for live web chats, expanding real-time chat translation to a larger audience.
Text-to-speech capabilities support more than 40 languages and offer improved analytics, insights, and performance metrics to boost efficiency, productivity, and customer satisfaction.
8×8 Contact Center Video Elevation is another addition, giving gents contact centre video capabilities that enable customer to share their mobile camera, thereby allowing 8×8 Supervisor Workspace Availability is being extended with an ‘intuitive’ user interface to improve contact centre performance using automated supervisor experiences. 8×8 Supervisor Workspace is available on desktop and mobile bringing visibility and actions in one place, alongside insgiths, guidance, and assistance to manage agent and queue activity.
Azure Virtual Desktop has been updated with an integration between 8×8 Work for desktop and web into Azure to strengthen audio call quality.
Bulk Messaging Support has been created to provide details of when and where each message was sent so that recipient and responses can be individually managed. SMS messages can also be sent to 50 numbers at the same time in 8×8 Work, which will be a particular help to the recruiting sector and others that need to send the same message to multiple contacts.
Call Queue Management has been upgraded through a new Public API for call queues for real-time and historical analytics data in 8×8 Work so that team leaders can quickly respond to support users.
Descope CIAM, a ‘drag-and-drop’ customer identity and access management (CIAM) platform has now been integrated into 8×8 CPaaS to improve security and fraud protections. Its no-code visual workflows allow businesses to create the entire user journey, authentication, authorisation, and identity management into ‘any’ app.
8×8 Voice Bots automate payment reminders, debt negotiations, and more, resulting in lower manual labour costs and streamlined billing. Enterprises can also leveraege number anonymisations, SMS follow-ups, and capture interactios with speech recognition and call recording features.
