8×8 Announces Enhanced Customer and Employee Experiences with New XCaaS Innovations

8×8 has announced a range of updates to enhance customer and employee experiences. These include AI-powered voice self-service, video-enhanced customer support, further Microsoft Teams integrations, and video meeting updates.

The company’s XCaaS (Experience Communications as a Service) platform also features deeper Salesforce integration, SMS fraud prevention, smart channel routing, and expanded Global Reach capabilities. The aim is to empower organisations with seamless, innovative solutions to improve communication and collaboration, leading to happier customers and positive business growth.

  • 8×8 has announced new innovations for its integrated cloud contact center and unified communications platform, including AI-powered voice self-service and video capabilities.
  • Enhancements to the 8×8 Contact Center include voice self-service, video support in Agent Workspace, deeper Salesforce integration, and webchat quick replies.
  • 8×8 Unified Communications enhancements include deeper native integrations with Microsoft Teams, video enhancements, and usability and interface improvements for 8×8 Work.

8×8 Unveils Enhanced Customer and Employee Experiences

8×8 has recently announced a range of innovative updates. These improvements aim to boost both customer and employee experiences, with AI-driven voice conversational self-service and elevated contact centre interactions leading the charge.

AI-powered Voice Self-Service: The Future is Here

The company has recently launched its AI-enabled voice self-service. This feature is part of 8×8’s Intelligent Customer Assistant, which is renowned for its influential and easy-to-use AI self-service capabilities. By adding a voice component, businesses can now create both simple and complex digital and voice channel experiences. This innovation aims to reduce wait times and offer instant access to highly personalised, natural interactions.

8×8 Agent Workspace: Going a Step Further

In the spirit of constant innovation, 8×8 has enhanced its Agent Workspace. Contact centre agents can now escalate customer interactions to video within the workspace itself. This feature allows customers to visually assist agents in troubleshooting issues via their mobile devices. Consequently, this leads to enhanced first contact resolution and a smoother customer experience.

Customisable Solutions and Deeper Salesforce Integration

8×8’s Technology Partner Ecosystem offers a curated network of software vendors, value-added resellers, and systems integrators. This network can provide customised solutions to specific customer experience use cases, enhancing the overall customer experience through cutting-edge technologies.

Additionally, customers utilising both 8×8 Contact Centre and Salesforce can now set up and manage SMS and WhatsApp messages within the 8×8 Integration for Salesforce.

8×8 Unified Communications and CPaaS Communication APIs

8×8’s Unified Communications have been enhanced with deeper native integrations with Microsoft Teams. Additionally, 8×8’s CPaaS communication APIs have been upgraded, introducing SMS Fraud Prevention and Voice IVR Capabilities. These upgrades provide businesses with powerful tools to proactively safeguard their customers and offer real-time information through self-service or agent support.

Global Reach Capabilities Extended

8×8’s XCaaS platform Global Reach capabilities have been extended, with the onboarding of two new global carriers in Hong Kong and South Africa. This extension aims to deliver improved redundancy and effective local support.

“At 8×8 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 8×8.

Final Thoughts

8×8’s recent innovations signify its commitment to constantly improving customer and employee experiences. The company’s efforts in integrating AI capabilities, enhancing its workspace, and extending its global reach are testament to its dedication to providing a robust, reliable, and innovative platform for businesses worldwide.

In a rapidly evolving digital landscape, 8×8’s commitment to continuous improvement is indeed commendable and sets a strong precedent for others in the industry to follow.


Q: What is 8×8 XCaaS?
A: 8×8 XCaaS stands for Experience Communications as a Service. It is an integrated cloud contact center and unified communications platform that offers a range of features including cloud contact center, business phone, video meetings, team chat, and SMS capabilities in a single-vendor solution.

Q: What are the latest innovations in 8×8 XCaaS?
A: The latest innovations in 8×8 XCaaS include AI-powered voice conversational self-service, the ability to elevate contact center interactions to video, further integrations with Microsoft Teams, and enhancements to video meetings.

Q: How does voice self-service enhance customer experiences?
A: Voice self-service, available through 8×8’s conversational AI solution, 8×8 Intelligent Customer Assistant, expands the capabilities of AI self-service. It allows businesses to create simple to complex experiences across digital and voice channels, minimising wait times and providing instant access to highly personalised, natural interactions.

Q: Can contact center agents troubleshoot customer issues through video?
A: Yes, contact center agents can now elevate customer interactions to video directly within 8×8 Agent Workspace. This feature enables customers to visually help agents troubleshoot issues through their mobile devices, improving first contact resolution.

Q: What are the customisable solutions for customers in 8×8 XCaaS?
A: The 8×8 Technology Partner Ecosystem provides a network of Independent Software Vendors, Value Added Resellers, and Systems Integrators that can solve specific customer experience use cases. These technology partners offer integrations with AI and persistent data to enhance customer experiences.

Q: How is the Salesforce integration improved in 8×8 Contact Center?
A: Customers using 8×8 Contact Center and Salesforce can now set up, configure, route, initiate, and reply to SMS and WhatsApp messages within the 8×8 Integration for Salesforce.

Q: What are 8×8 Webchat Quick Replies?
A: 8×8 Webchat Quick Replies allow admins to build out questions and quick replies to interact with customers. These quick replies can be routed back to an agent, providing the necessary context to begin a live conversation.

Q: What enhancements are there for 8×8 Supervisor Workspace?
A: The enhancements for 8×8 Supervisor Workspace include interaction retrieval pages, access to barge, monitor, and whisper functionality, 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.

Q: What are the enhancements for 8×8 Unified Communications?
A: The enhancements for 8×8 Unified Communications include deeper native integrations with Microsoft Teams, video enhancements for large audience events, usability and interface enhancements for 8×8 Work, and enhancements to 8×8 CPaaS communication APIs.

Q: What is 8×8 Omni Shield?
A: 8×8 Omni Shield is part of the 8×8 CPaaS portfolio and allows enterprises to proactively safeguard their customers from fraudulent SMS activity. It integrates with real-time messaging and provides automated fraud alerts, real-time notifications, live traffic monitoring, and instant phone number assessments.

Q: What are the Global Reach capabilities of the 8×8 XCaaS platform?
A: The Global Reach capabilities of the 8×8 XCaaS platform include onboarding two new global carriers in Hong Kong and South Africa to improve redundancy and provide effective local support. 8×8 offers full cloud PSTN support for multinational organisations in 59 countries, including local direct numbers, toll-free numbers, calling plans, and support for local emergency services.

Q: What is the uptime SLA for the 8×8 XCaaS platform?
A: The 8×8 XCaaS platform offers a financially backed, platform-wide 99.999 percent uptime Service Level Agreement (SLA) across an integrated cloud UCaaS and CCaaS solution.


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