8×8 Inc., a leading business communications, CX, and CPaaS platform provider, announced recent innovations and enhancements to the 8×8 cloud platform. The new CX-driven capabilities enable business leaders to drive enhanced experiences and engagement across the entire organisation, for both the customers and employees.
Some of the latest innovations include:
- Increased AI-powered Language Support and Accuracy for 8×8 Contact Centre: Significant advancements to language support and real-time accuracy powered by the latest OpenAI Whisper model, delivering best-in-class accuracy for select languages and stronger performance with different accents.
- 8×8 Contact Center Video Elevation: Video Elevation provides agents with one-way video capabilities directly in the contact centre to allow customers to share their mobile camera, enabling agents to visually assess.
- Extended Availability of 8×8 Supervisor Workspace: The latest release of 8×8 Supervisor Workspace introduces a customizable, easy-to-use, and intuitive user interface to enhance contact centre performance with personalised, automated supervisor experiences.
- Improved Quality for Azure Virtual Desktop Environments: 8×8 Work’s integration with Azure will improve the quality of audio calls.
- Bulk Messaging Support: SMS messages can now be sent to up to 50 numbers or contacts at once in 8×8 Work, specifically benefiting industries, such as recruiting, that require the ability to send the same message to multiple contacts.
- Enhanced Call Queue Management: The new Public API for call queues provides real-time and historical analytics data directly in 8×8 Work, enabling team leaders to take quick action and proactively support users.
- 8×8 CPaaS Integration with Descope CIAM: 8×8’s partnership with Descope, a drag-and-drop customer identity and access management (CIAM) platform, empowers businesses to enhance security, outsmart fraud, and deliver a secure, frictionless experience for customers.
- Voice Bots for Billing and Payments: 8×8 voice bots streamline billing by automating payment reminders, debt negotiations, and more, reducing manual labour costs.
Hunter Middleton, Chief Product Officer at 8×8, Inc. said:
“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.”
