8×8 Enhances Cloud Contact Center and Unified Communications Platform with AI-powered Customer and Employee Experience Innovations

8×8, Inc., a leading integrated cloud contact center and unified communications platform provider, announced enhancements to the 8×8 XCaaS (Experience Communications as a Service™) integrated cloud contact center and unified communications platform. The new innovations include AI-generated post-meeting smart summaries and action items, AI summarization beta for 8×8 Speech Analytics, additional integrations with key technology partners, rich omnichannel experiences across both 8×8 Contact Center and 8×8’s unified communications solution, and enhanced productivity and efficiency capabilities to improve customer and employee experiences.

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Enhancements to 8×8 Contact Center include:

• AI Summarization for Improved Speech Analytics: For customers who utilize 8×8 Speech Analytics, 8×8 has begun a limited beta of AI summarization. This feature will automatically extract key information from calls and push a smart summary and recorded interaction directly into select CRM. Beta availability is limited. 8×8 customers interested in participating in the beta program can sign up to the program by contacting their 8×8 Account Team or via email to customer.labs@8×8.com.
• New Integration Capabilities Create Richer Omnichannel Experiences: Contact center leaders are empowered to deliver an enhanced omnichannel customer experience by allowing agents to now reply to SMS and WhatsApp messages, initiate SMS, and receive screen pop up contextual information for these channels while using the 8×8 for Salesforce or 8×8 for Microsoft Dynamics Integrations.
• 8×8 Agent Workspace Productivity and Efficiency Enhancements: Directory search user interface allows agents to locate the right contacts quickly, revisit previous searches, and receive alternative search suggestions when no search results are found for enhanced efficiency and improved experiences. Additionally, agents can now find queue and ring groups in the contact directory, improving productivity and accuracy.
• Streamlined Email Handling for 8×8 Contact Center: Agents can now handle emails from the Control Panel, the same place where they handle chats and phone interactions, allowing the agent to view the email thread in the local CRM to improve agent efficiency and deliver an omnichannel customer experience.
• Supervisor Workspace Enhancements Support Global Workforce: 8×8 Supervisor Workspace now supports seven different languages, automatically matching the selected language in 8×8 Contact Center admin settings. In addition, a new criteria is now available in the top filter bar, allowing selection of different media, so users can only see queues from inbound phone, outbound phone, voicemail, chat, and email.

New updates for 8×8 Unified Communications include:

• Post-meeting Smart Summaries, Action Items, and Analytics Improve Productivity: The addition of AI-powered video meeting capabilities to the 8×8 XCaaS platform enables users to access real-time AI transcriptions, smart summaries, and follow up action items for enhanced collaboration during and after meetings. The new features highlight 8×8’s continued focus on platform innovation and delivering AI-driven contact center and unified communications solutions to improve productivity and efficiency. Additionally, a new analytics dashboard provides IT admin with better visibility into meetings and performance metrics.
• Admin Console Now Provides Increased Flexibility and Visibility: 8×8 Admin console now supports exporting audit events via CSV reports, granular controls for group voicemail notifications, and call recordings, as well as enforces a valid site address as the emergency address for user safety and compliance.

SOURCE: Businesswire