8x8 Unveils Innovations to Enhance CX Platform Engagement

Latest Enhancements to the 8x8 Platform for CX Empower Organizations to Elevate Customer Experiences, Streamline Operations, and Harness AI to Drive Productivity

8x8, 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 8x8 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 8x8 Contact Center and 8x8 Communication APIs
• Digital wallet support via 8x8 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).

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8x8 continues to enhance its 8x8 Platform for CX, which includes 8x8 Contact Center, 8x8 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 8x8 Admin Console, improving transcription precision by teaching the system industry-specific terms, proper names and business-specific jargon.

Smarter Messaging with AI in 8x8 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

• 8x8 AI Agent Boost, embedded directly within 8x8 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 8x8 Engage and 8x8 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 8x8 Contact Center and through 8x8 Communication APIs

• RCS for Business Messaging (RBM) via 8x8 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 8x8 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 8x8 Secure Pay

• 8x8 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 8x8 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 8x8 Frontdesk Enhancements: Receptionists using 8x8 Frontdesk can now easily identify and decline calls coming into a queue—enabling them to route to the next available 8x8 Engage user, enabling contextual handling and speed.