8×8, Inc., a leader in business communications, customer experience (CX), and Communications Platform as a Service (CPaaS), recently announced significant advancements to its cloud platform. These innovations, which include AI-powered transcription accuracy in the 8×8 Contact Center and improved call quality for Azure virtual desktop users, underscore 8×8’s commitment to elevating customer engagement and operational efficiency across its platform. Let’s explore the key enhancements that are driving these advances.
AI-Driven Innovation Fueling Customer Engagement
In today’s CX-driven landscape, the integration of AI is transforming how businesses engage with customers and improve internal processes. According to the recent Metrigy report, Customer Experience Optimization 2024-25, organizations leveraging AI report a 17.9% increase in revenue, a 22.3% boost in customer satisfaction ratings, and a 21.8% improvement in agent efficiency. AI solutions are now responsible for automating approximately 20% of customer interactions, showcasing the growing reliance on AI-powered tools in customer engagement.
Key Platform Innovations and Enhancements
Here’s a breakdown of 8×8’s latest platform enhancements designed to improve both customer and employee experiences.
1. Enhanced AI-Powered Language Support in 8×8 Contact Center
8×8 has significantly enhanced language support and transcription accuracy, utilizing the latest OpenAI Whisper model for improved real-time accuracy across multiple languages and accents. This upgrade broadens language support for live web chats, adding real-time translation for a more global reach. The platform now supports over 40 languages, enabling businesses to tap into more comprehensive analytics and interaction insights, ultimately leading to improved customer satisfaction and operational efficiency.
2. Video Elevation Capabilities for Customer Support
With the new Video Elevation feature in the 8×8 Contact Center, agents can utilize one-way video to allow customers to share their mobile camera feed. This visual support aids agents in troubleshooting complex issues, such as assessing property damage or providing assembly assistance. Video Elevation is particularly useful when language barriers exist or when assessing a customer’s exact location, as it includes features for geolocation capture and screenshot sharing.
3. 8×8 Supervisor Workspace Enhancements
The latest version of the 8×8 Supervisor Workspace delivers a customizable, intuitive interface designed to centralize visibility and management for supervisors. This workspace provides seamless access on both desktop and mobile, enabling leaders to monitor agent activities and queue status in real time. By centralizing these tools, the 8×8 Supervisor Workspace enhances performance by providing supervisors with immediate insights and tools to guide their teams effectively.
4. Optimized Call Quality for Azure Virtual Desktop
8×8 has optimized its audio capabilities specifically for Azure Virtual Desktop (AVD) environments, ensuring that telephony users experience high-quality calls even in virtual setups. This integration is particularly beneficial for businesses utilizing AVD for remote work, providing a smoother communication experience for employees operating in these environments.
5. Bulk Messaging for Greater Efficiency
To streamline communications, 8×8 Work now supports bulk SMS messaging to up to 50 contacts simultaneously. This feature is highly advantageous for industries like recruitment, where sending a single message to multiple contacts is often necessary. Each bulk SMS creates a detailed record of sent messages and responses, enabling businesses to manage and track conversations efficiently.
6. Improved Call Queue Management with Public API
The new Public API for call queues enables businesses to access real-time and historical analytics data in 8×8 Work. This tool allows team leaders to monitor call queues, review performance metrics, and respond quickly to service demands, helping to keep call center operations optimized and responsive to customer needs.
7. Secure CIAM Integration with Descope
8×8 has integrated its platform with Descope’s Customer Identity and Access Management (CIAM) solution, which allows businesses to securely authenticate and manage user access. With Descope’s no-code, drag-and-drop workflows, businesses can create seamless user journeys that include robust fraud prevention measures. This integration allows businesses to elevate security while delivering a frictionless experience for end-users.
8. Voice Bots for Automated Billing and Payments
8×8’s voice bots automate billing and payment reminders, making processes like debt collection more efficient. By automating these tasks, organizations can reduce manual labor costs, send timely reminders via SMS, and record interactions for future reference. This enhancement is ideal for organizations looking to streamline billing processes and improve customer responsiveness.
8×8’s Commitment to CX Innovation
Chief Product Officer Hunter Middleton expressed 8×8’s commitment to continuous CX-driven innovation, stating, “Our pace of innovation is a testament to 8×8’s dedication to delivering the latest enhancements in customer experience. Each update not only meets but anticipates market demands, enabling businesses to leverage AI-driven tools that bridge gaps across every customer interaction.”
These updates position 8×8 as a leader in the business communications, CX, and CPaaS spaces, offering a cohesive suite that includes contact center, business phone, video conferencing, team chat, and SMS capabilities. 8×8’s integrated approach, supported by a 99.999% uptime SLA, assures businesses of a reliable and compliant platform to drive productivity and engagement.
8×8’s Recognition as a Market Leader
8×8 continues to earn recognition in the communications and CX fields. The company was recently named a Leader in the 2024 Gartner Magic Quadrant for Unified Communications as a Service (UCaaS) for the thirteenth consecutive year, as well as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) for the tenth year running. These accolades affirm 8×8’s standing as a trusted provider in unified and contact center communications.
Learn More with 8×8’s On-Demand Webinar
To delve deeper into 8×8’s latest enhancements in customer and employee experience, customers are encouraged to access 8×8’s on-demand webinar. This resource offers a comprehensive look at the recent updates and insights into how these innovations can drive engagement and operational success.
8×8’s advancements underscore its mission to deliver cutting-edge, AI-powered tools that empower businesses to create meaningful customer connections and improve team productivity. By adopting 8×8’s platform, organizations can confidently navigate the future of customer engagement with a scalable, reliable, and future-proof solution.