8x8 Inc has announced some recent innovations and enhancements to the 8x8 cloud platform.
The latest enhancements include extending 8x8 Intelligent Customer Assistant to support voice interactions and new AI capabilities spanning the 8x8 platform.
The new features enable organisations to drive business success through enhanced customer and employee experiences and engagement.
Recent platform innovations to support customer engagement across the entire business include:
• 8x8 Intelligent Customer Assistant Support for Voice: 8x8 Intelligent Customer Assistant is a user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service experiences. The platform now supports human-like voice as well as digital interactions across multiple regions and languages to deliver automation and personalised experiences at scale.
• Platform AI Enhancements: 8x8 enables organisations to ingest, analyse and act on customer interactions to provide a richer experience.
Additional updates to 8x8’s cloud contact centre, unified communications and communications API platform include:
• Proactive Outreach: Interact for Proactive Outreach enables direct communication with customers at scale via SMS and WhatsApp messaging channels, with inbound messages routed to the contact centre for agents or bots to handle. Businesses can utilise the flexible sender feature in 8x8 Connect or leverage full API access to integrate programmatically, offering versatile options to suit specific needs.
• Supervisor workspace mobile: An intuitive, mobile-first designed interface with single-value widgets and quick access to the most common configuration options so supervisors can quickly keep up with their contact centre operations on the go.
• 8x8 Admin Console UI available in French-Canadian: The 8x8 Admin Console interface is now available in French-Canadian.
• Silent mobile authentication for CPaaS customers: Provides a method of mobile verification, allowing users to verify phone numbers with just one click and without manual input. Instead of receiving and entering a code, users are automatically verified based on their network IP. This approach enhances security and delivers a smoother experience when accessing mobile services or applications.
• Native WhatsApp integrations: 8x8 WhatsApp messaging capabilities are now natively integrated into customer engagement platforms CleverTap and MoEngage. This integration allows businesses to leverage the robust features of 8x8's messaging services directly within these platforms, enhancing customer interactions through seamless and efficient communication.
• WhatsApp campaign scheduler: The new WhatsApp scheduling capabilities enhance efficiency by automating communication workflows and ensuring timely, consistent content delivery. It aids in strategic planning, improves team coordination, and enhances customer experience through personalised interactions.
“Driving business success starts and ends with understanding what our customers want and need, and then providing solutions that allow customers to meet those needs from anywhere within their organization,” said Hunter Middleton, chief product officer at 8x8 Inc.
“The continued pace of innovation at 8x8, including our focus in AI-driven and automated workflows across the platform, ensures that we are providing organisations with the solutions they need to bridge traditional gaps in the customer journey, thereby helping our customers deliver superior customer engagement across their entire organization every step of the way.”