8×8 has released a series of updates across its XCaaS platform, which blends its CCaaS and UCaaS solutions.
The emphasis again appears to be on the contact center, with a flurry of service-based innovation compounding 8×8’s newfound focus to lead with CCaaS.
That flurry begins with a raft of enhancements to the 8×8 Supervisor Workspace that combines analytics, performance management, and team admin capabilities within a single interface.
With that interface, 8×8 now strives to create “single pane of glass” view by consolidating additional insight across the contact center and introducing augmented AI.
For example, the vendor has added the ability to spotlight real-time agent trends with embedded analytics. That allows supervisors to course-correct agent performance, support well-being, and show timely recognition for excellent customer conversations.
Also, leaders can now customize their workspace – without the use of code – and leverage the 8×8 Supervisor Workspace from their preferred browser.
Elsewhere, 8×8 has added agent metrics to its reporting tools, extended the time for IVR callbacks from six to 72 hours, and created a deeper Microsoft Dynamics 365 integration.
The latter now allows agents to access email for Microsoft Dynamics 365 within the 8×8 Contact Center – removing the monotonous need to switch between platforms.
New UCaaS & CPaaS Innovation
In UCaaS, 8×8 unveiled several enhancements to its 8×8 Work desktop. These include: a loading sign alert when picking up or rejecting a call, avatar icons for Auto Attendants, and logs for Ring Groups.
The vendor also released a French version of its Admin Console, a Web Dialer Chrome Extension, and 8×8 Work for Web Click-to-Call.
Yet, that’s not all. 8×8 also expanded its CPaaS platform, pulling it into the XCaaS fold.
In doing so, the vendor launched new WhatsApp templates and a feature that determines the ideal data center location to store data with a lower latency.
Reflecting on the latest innovations across the 8×8 communications suite, Hunter Middleton, Chief Product Officer at 8×8, said:
Our continued focus on innovation and advancing the 8×8 XCaaS platform demonstrates our commitment to providing our customers with the resources and tools they need.
In this spirit, 8×8 has done more to bring contact center tools to those outside the service team by leading with CCaaS and then making the case for UCaaS.
Bringing XCaaS to South Korea
Alongside product updates, 8×8 revealed it now offers cloud PTSN support for customers in South Korea – the 59th country in which it does so.
As a result, the vendor now supports customers in the country by providing local direct numbers, toll-free numbers, and calling plans. It also supports local emergency services.
The move comes less than three months after 8×8 announced Samuel Wilson as its full-time CEO, following a six-month interim spell.
At the time, Wilson stated:
I am excited about the opportunity to lead 8×8 into its next chapter, driving growth and delivering unparalleled value to our customers around the world.
As he does so, Wilson must navigate a tricky macroeconomic environment and rejuvenated speculation of a RingCentral merger.
