8x8 Delivers Goodness All Year Long with 2023 Product Innovations
Hats off to all those that deliver post and packages on a daily basis and even more so this time of year. Many of us couldn’t make it through the holiday season without daily deliveries from Amazon, Fedex, DHL, Royal Mail, USPS, and many others. These deliveries help create great holiday experiences for those most important to us.
Delivering customer focused innovation
At 8x8 we work year-round to deliver innovative solutions that help our customers exceed their customer expectations, build long-term relationships, create positive word-of-mouth, and differentiate them from competitors.
This year our key themes of innovation include:
- Improving customer experience (CX) across the organization
- Introducing conversational AI to improve self-service and support
- Easy to use persona-driven workspaces and purpose-built interfaces
- A new Technology Partner Ecosystem
Here are some of the highlights:
8x8 Intelligent Customer Assistant
8x8 Intelligent Customer Assistant (ICA) is a powerful, user-friendly, conversational AI solution that enables businesses to create automated self-service and support experiences across digital and voice channels. Customers can build highly-scalable, consistent, and always-available experiences across multiple regions and languages. ICA improves customer experiences by minimizing wait times and providing instant access to highly personalized, natural interactions.
Quality Management and Interaction Analytics Capabilities with OpenAI Whisper
Paired with 8x8 Quality Management and Speech Analytics for Contact Center and 8x8 Conversation IQ, this new deployment of OpenAI Whisper brings the transcription accuracy rate higher than 85% for the most common languages and supports more than 50 languages across both UCaaS and CCaaS. This 8x8 platform-wide deployment makes it easier for organizations to unlock the potential of generative AI at scale and understand and interact with their customers on a much more personal level.
8x8 Supervisor Workspace
8x8 Supervisor Workspace is a purpose-built experience that blends analytics, performance management, and team admin capabilities into a single interface, increasing efficiency and productivity. It provides value to contact center operations and improves customer experiences by offering instant insights to improve speed to correction and drive superior performance in the contact center, all while allowing supervisors to work from anywhere, on any device across any web browser.
8x8 Contact Center Video Elevation
Contact center agents can elevate customer interactions to video directly within 8x8 Agent Workspace, allowing agents to visually help customers troubleshoot issues through their mobile devices. The new solution embeds 8x8 secure video interaction capabilities directly into 8x8 Contact Center, allowing organizations to easily and seamlessly add video for enhanced first contact resolution.
8x8 Technology Partner Ecosystem
Our carefully curated network of independent software vendors, value added resellers, and systems integrators can solve specific customer experience use cases without trade-offs of all-in-one solutions or the expense of custom development. Each partner provides integrations that feel native in 8x8 to enhance customer experience through cutting-edge technologies with AI and persistent data.
8x8 Phone App for Microsoft Teams
Built on 8x8’s direct routing service, the app unlocks native calling functionality within Teams that is intuitive for users across devices, simple for IT to manage and deploy, and flexible for organizations to optimize licensing costs to business needs. It’s a cost-effective and native experience designed to be Teams-first and enable PSTN calling without requiring per-user Teams Phone licenses, installing desktop plugins, or running additional software outside of Teams. Watch video
Mobile Admin for on the go access
Mobile Admin simplifies access to everyday operational tasks and facilitates immediate visibility into incidents and updates for the 8x8 system administrator on the move, including activity metrics for inbound and outbound call volumes.
SMS spam blocking
In addition to a user’s ability to block SMS messages to their numbers, admins can block incoming messages from certain numbers for the entire company, helping to mitigate spam.
Support for very large meetings
8x8 now supports up to 10,000 meeting participants as a beta program. Enjoy an optimized interface and customization options to conduct company town halls or meet your specific use cases, such as auctions and other large audience events.
Pure cloud PSTN solution in 59 countries
8x8’s Global ReachTM extends to 59 countries, including South Korea, Ecuador, and Slovakia covering close to 90% of the world’s GDP—the widest global coverage in the industry. We remain committed to expanding our support for multinational organizations in key commercial hubs to provide employees with access to both inbound and outbound call services with in-country PSTN interconnect.
Smart channel routing for cost-effective message delivery
8x8’s unique smart channel routing feature identifies telecom operators that are charging premium SMS rates, seamlessly routing these SMS messages to more cost effective alternatives without requiring any technical modifications or additional setup.
Contact us for more information
As we prepare for the new year ahead, our focus will continue to be helping our customers improve customer satisfaction, loyalty, referrals, and competitive advantages with solutions that can be seamlessly added to existing ecosystems and can grow with customers to meet the needs of their business—all while being easy to use and reliable.
If you missed any of these feature announcements or want more information, check out our seasonal release blogs on 8x8.com:
- Winter 2023 Update
- Spring 2023 Update
- Summer 2023 Update
- Fall 2023 Update
Cheers to the new year as we look forward to delivering even more innovation in 2024!
