The updates aim to help enhance customer and employee experiences, including AI-powered voice conversational self-service, further integrations with Microsoft Teams, and 8x8 video meeting enhancements.
New generally available updates for 8x8 Contact Center include: AI-powered voice self-service enhances customer experiences, 8x8 agent workspace enhancements and video elevated customer support, customisable solutions for customers, deeper salesforce integration, webchat quick replies, and supervisor workspace enhancements.
Enhancements for 8x8 Unified Communications include: deeper native integrations with Microsoft Teams, video enhancements including a new beta program for up to 10,000 meeting participants, and work usability and interface enhancements.
8x8 has also made enhancements to its CPaaS communication APIs. Those updates deliver: SMS fraud prevention, voice IVR capabilities, smart channel routing, Zalo notification services, sender ID dashboard on 8x8 Connect, voice API enhancements, and communication API enhancements.
Hunter Middleton, chief product officer, 8x8 (pictured), said, “At 8x8 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.
“Our highly tailored and seamless integrated cloud contact centre and unified communications platform, not only improves employee and customer communications and collaboration, but it does away with disjointed, siloed information and resources.
“Instead, everyone across the entire organisation is empowered to provide the best possible experiences for their customers, regardless of whether they sit in the contact centre or elsewhere, which leads to overall happier customers and employees, and positive business growth.”