At a glance

  • Introducing Intelligent Customer Assistant, a conversational AI solution
  • New agent dashboard with single view of both agents and queues
  • 8x8 Contact Center for Microsoft Dynamics 365 includes Customer Service module
  • 8x8 Contact Center supports Salesforce Sales Engagement
  • Audit history in Admin Console
  • Mobile admin includes activity metrics for inbound and outbound call volumes
  • Modern theme and sound experience for 8x8 Work user interface

Spring has sprung here in the Northern hemisphere, bringing with it flowers, sunshine, and planting new seeds to harvest later in the year. It’s the ideal time to launch new projects, and there’s no better place to start than by rejuvenating your organization's customer service. Our 8x8 Spring Release allows you to do just that, by providing new tools so your customer experience (CX) can bloom into a source of sustainable business advantage.

Leveraging conversational AI for customer service

Our newly launched Intelligent Customer Assistant (ICA) injects fresh energy into your CX initiatives by leveraging the power of conversational AI to meet customers' growing expectations for convenient, accurate, self-service experiences. An easy-to-use, rapidly deployed solution, ICA allows contact centers of all sizes to offer effective, AI-powered, automated experiences that reduce customer effort. Watch our video to learn more.

The benefits of ICA are best expressed in the words of our customers. As Gary Boucher, Program Manager at Acer notes, "Taking advantage of AI-based technologies for self-service has shown great potential, but in practice, they have been frustrating to deploy and use. We chose 8x8 Intelligent Customer Assistant over other vendors because of its robust features and ease of use.”

No customer journey is alike, and that’s why ICA supports escalation from self-service to a live agent on 8x8 Contact Center. ICA also stays connected to your CRM, pulling in relevant customer context to deliver accurate, personalized responses. To ensure these escalations result in high value interactions, the 8x8 Spring release offers enhancements to our Microsoft Dynamics and Salesforce integrations, enabling end-to-end support and accelerated sales.

Connecting contact center agents for increased collaboration

Because employee empowerment and collaboration is the soil in which successful customer interactions grow, the 8x8 Spring release also features a new contact center agent dashboard that provides a single view of both agents and queues, along with the ability to see the availability of co-workers and levels of service demand.

Interactions at the very top of the customer service tree are both the most complex and the most vital to maintaining strong customer relationships. In these cases successful resolution requires real-time connectivity to subject matter experts in other parts of the business. To facilitate this, our Spring release provides a number of unified communications enhancements, including new features in Mobile Administration, and a Modern theme and sound experience for the 8x8 Work user interface.

Below are highlights from our Spring release that can help you to power a harvest of sustainable growth in your business.

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 channels. Watch video

Agent Workspace Dashboard

The new dashboard within Agent Workspace provides a single view of both agents and queues, and allows agents to see availability of co-workers and service demand levels. Learn more

8x8 Contact Center for Microsoft Dynamics 365

The 8x8 Contact Center integration for MS Dynamics 365 now includes the Customer Service module. Learn more

8x8 Contact Center for Salesforce Sales Engagement

8x8 Contact Center now supports Salesforce Sales Engagement (formerly known as High Velocity Sales, or HVS). Learn more

Audit history in Admin Console

System administrators can now access historical configuration details for complete audit visibility. Learn more

Mobile Admin enhancements

Mobile Admin now includes activity metrics for inbound and outbound call volumes. Learn more

Modern theme and sound experience for 8x8 Work user interface

Modern light and dark themes are now available to improve user experience, with dark themes easing stress on the eye. A new modern sound library allows users to select sounds for general notifications and incoming calls. In addition, new earcons notify users of specific actions, such as user logging in, file download, recording start/stop, etc. Learn more

To learn more about our Spring 2023 release, check out the detailed release highlights.