The new innovations include AI-generated post-meeting smart summaries and action items, AI summarisation beta for 8x8 Speech Analytics. They also feature additional integrations with key technology partners, rich omnichannel experiences across both 8x8 Contact Centre and 8x8’s Unified Communications solution, and enhanced productivity and efficiency capabilities to improve customer and employee experiences.
The key enhancements to the 8x8 Contact Centre include AI summarisation for improved speech analytics, new integration capabilities to create richer omnichannel experience, and 8x8 agent workspace productivity and efficiency enhancements. In addition, there is streamlined email handling and supervisor workspace enhancements to support a global workforce
New updates for 8x8 Unified Communications range from post-meeting smart summaries, action items and analytics to improve productivity to an admin console with increased flexibility and visibility. The new capabilities for 8x8 CPaaS feature cost savings through the use of new phone number intelligence, Callflows API to enable users to build their own custom call flows and deeper integrations for seamless interactions.
“We know that one size does not fit all, and so we are constantly looking for ways to innovate across the 8x8 cloud contact centre and unified communications platform to provide organisations with the technology solutions they need, now and as their businesses grow,” said Hunter Middleton, chief product officer at 8x8,. “8x8 XCaaS provides organisations with a single platform capable of providing customer engagement, collaboration and communications functionality across the entire organisation, which is why creating a seamless, easy to use platform is so important to us - we are committed to providing our customers with the solution that is going to improve both customer and employee experiences, always.”
8x8 XCaaS includes integrated cloud contact centre, business phone, video meetings, team chat and SMS capabilities in a single-vendor solution. It is built on a resilient, secure and compliant platform, which offers high levels of reliability with financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
8x8 customers can register for the upcoming 8x8 webinar to learn more about the latest customer and employee experience enhancements to the 8x8 XCaaS platform.