8x8 has announced a series of new innovations and enhancements to its cloud platform.
The latest innovations include highly accurate AI-powered transcriptions in 8x8 Contact Center, improved call quality for Azure Virtual Desktop environments and more extensive customer engagement capabilities.
Recent platform innovations to enhance customer and employee engagement include:
• Increased AI-powered language support and accuracy for 8x8 Contact Center: Significant advancements to language support and real-time accuracy powered by the latest OpenAI Whisper model. 8x8 also doubled the number of supported languages for live web chats, extending real-time chat translation to a broader global audience to foster more seamless multilingual interactions.
• 8x8 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, for example, damage to a property rental or to see where a customer is in the process of assembling a product. 8x8 Contact Center Video Elevation helps agents troubleshoot issues more effectively, especially when there are language barriers or uncertainty about an issue’s specific geographical location, as they can capture exact geolocations and even screenshots of what is being shown.
• Extended Availability of 8x8 Supervisor Workspace: The latest release of 8x8 Supervisor Workspace introduces a customizable, easy-to-use, and intuitive user interface to enhance contact center performance with personalized, automated supervisor experiences. Available on both desktop and through an intuitive mobile experience, 8x8 Supervisor Workspace centralizes visibility and actions while offering insights, assistance, and guidance, enabling contact center leaders to view, monitor, and manage agent and queue activity efficiently.
• Improved quality for Azure Virtual Desktop environments: 8x8 Work, for both desktop and web, is now integrated with Azure to improve the quality of audio calls. This optimisation is specifically designed for telephony users working within an Azure Virtual Desktop environment.
• Bulk messaging support: SMS messages can now be sent to up to 50 numbers or contacts at once in 8x8 Work, specifically benefiting industries, such as recruiting, that require the ability to send the same message to multiple contacts. Additionally, a bulk SMS message room is created to provide details around when and to whom each message was sent allowing recipients and responses to be managed individually.
• Enhanced call queue management: The new public API for call queues provides real-time and historical analytics data directly in 8x8 Work, enabling team leaders to take quick action and proactively support users.
• 8x8 CPaaS integration with Descope CIAM: 8x8’s partnership with Descope, a drag-and-drop customer identity and access management platform, enables businesses to enhance security, outsmart fraud and deliver a secure, frictionless experience for customers. With Descope's no-code visual workflows, businesses can create and customise entire user journeys, integrate authentication, authorisation, and identity management into any app, and effectively prevent fraud and bot attacks.
• Voice Bots for Billing and Payments: 8x8 voice bots streamline billing by automating payment reminders, debt negotiations, and more, reducing manual labour costs. Organisations can boost responsiveness through number anonymisation, follow up with SMS, and by capturing every interaction with call recording and speech recognition.
“Our continued pace of innovation is a testament to 8x8’s commitment to delivering the latest in CX-driven enhancements to our customers every single day,” said Hunter Middleton, chief product officer at 8x8. “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.”