8×8 Unveils Innovations to Enhance CX Platform Engagement

Latest Enhancements to the 8×8 Platform for CX Empower Organizations to Elevate Customer Experiences, Streamline Operations, and Harness AI to Drive Productivity

8×8, Inc., the industry’s most integrated Platform for CX that combines Contact Center, Unified Communication, and Communication APIs, revealed a series of powerful enhancements to the 8×8 Platform for CX to help organizations deliver superior customer and employee experiences. Enabling organizations to deliver more personalized, efficient, and intelligent interactions – boosting satisfaction, reducing effort, and unlocking greater productivity across teams – the latest innovations across the platform include:

• RCS Business Messaging for 8×8 Contact Center and 8×8 Communication APIs
• Digital wallet support via 8×8 Secure Pay
• AI-powered interaction summaries, custom transcription dictionaries, and intelligent chat summaries and composition
• Improvements to drive compliance with W3C Web Content Accessibility Guidelines (WCAG).

Also Read: Infogain & FirstHive Announce Partnership to Transform CX

8×8 continues to enhance its 8×8 Platform for CX, which includes 8×8 Contact Center, 8×8 Work, and communication APIs. New AI-powered features that empower organizations to elevate engagement, streamline operations, and deliver exceptional experiences for both customers and employees include:

Custom Dictionary for Transcription Accuracy

• Custom dictionary allows administrators to build exactly that – tailored dictionaries – in the 8×8 Admin Console, improving transcription precision by teaching the system industry-specific terms, proper names and business-specific jargon.

Smarter Messaging with AI in 8×8 Work

• AI Chat Summarization: Create conversation summaries starting from any point in a chat – last 24 hours, unread messages, etc.; great for catching up quickly in long threads with multiple participants.
• Compose with AI – Chat Assistant: Draft polished messages in seconds. Choose from tone presets like professional, casual, empathetic, expanded, or concise for fast, on-brand communication.

Real-Time Agent Assistance to Boost Performance

• 8×8 AI Agent Boost, embedded directly within 8×8 Agent Workspace, delivers contextual, AI-powered support to contact center agents in real time – improving response accuracy, streamlining workflows, and boosting performance.

Expanded Post-Call Intelligence with 8×8 Engage and 8×8 Conversation IQ

• Get deeper insights from every conversation, including sentiment analysis, talk-time breakdowns, and keyword/topic tracking – automatically extracted from recordings or call logs.

Through platform-wide, agent approved innovations, employees are equipped to deliver enhanced customer experiences:

Rich Communications Services (RCS) for Business Messaging available with 8×8 Contact Center and through 8×8 Communication APIs

• RCS for Business Messaging (RBM) via 8×8 Communication APIs allows for secure, branded interactions with customers, unlocking advanced in-bound and out-bound messaging capabilities for more engaging experiences.
• Enabling RBM with 8×8 Contact Center drives rich, two-way omnichannel communication with hyper-personalized customer experiences via native RCS. Organizations can now seamlessly connect with customers where they are and transition to an agent in the contact center as needed – with dynamic, trusted messaging across their preferred channels.

Digital Wallet Support in 8×8 Secure Pay

• 8×8 Secure Pay now supports Apple Pay or Google Pay as part of the SMS digital transaction experience, providing a frictionless, mobile-friendly payment experience. When an agent sends a secure digital link, consumers can complete transactions instantly – no card entry required.

Enhanced Queue Management Features for 8×8 Engage

• Pause Queues During Active Calls: Agents can now temporarily pause call queues while on a call or in a meeting, preventing immediate follow-up calls and reducing burnout.
• Smarter Call Handling with 8×8 Frontdesk Enhancements: Receptionists using 8×8 Frontdesk can now easily identify and decline calls coming into a queue—enabling them to route to the next available 8×8 Engage user, enabling contextual handling and speed.