At a glance—our Fall 2023 update includes:

  • 8x8 Intelligent Customer Assistant for Voice
  • 8x8 Technology Partner Ecosystem
  • 8x8 Phone App for Microsoft Teams
  • 8x8 Supervisor Workspace enhancements
  • Support for very large 8x8 meetings
  • New codec support
  • 8x8 Work enhancements
  • Voice IVR capabilities for 8x8 Voice
  • Smart channel routing

It’s that time of year when empty storefronts are temporarily occupied by the spirit of the season . . . that is, Spirit Halloween! Upon entering these halloween stores, there is a heavy dose of horror and scariness right up front, but just past that area are racks of superhero costumes. I noticed that the characters are organized by their associated team, such as Justice league, Avengers, X-Men, or Fantastic Four. This got me thinking about how superheroes don’t work alone; they form partnerships with others to get the job done. They’ve realized that no specific superhero has all the powers and skills to accomplish their missions, and teaming up will result in better outcomes than if they worked alone.

Spotlight: The Power of Partnerships at 8x8

At 8x8, like many superheroes, we have forged partnerships with cutting-edge leaders and innovators to build tight integrations that seamlessly blend into the 8x8 platform and empower customers to provide exceptional CX to their customers. Our Technology Partner Ecosystem is a carefully curated network of independent software vendors, value added resellers, and systems integrators that can solve specific customer experience use cases with 8x8. Each partner provides seamless integrations with 8x8 that enhance customer experience through cutting-edge technologies like AI and persistent data.

Super-charged Self-service: Letting Customer Voices be Heard

Our partnership with Cognigy is one example of the power of partnerships. Together, we’re helping customers deliver superior CX with our Intelligent Customer Assistant, a conversational AI solution that is now available for automated voice self-service. The addition of voice expands 8x8 Intelligent Customer Assistant’s powerful, user-friendly AI, self-service capabilities that enable businesses to create everything from simple to complex experiences across digital and voice channels. With the addition of voice interactions, businesses can now leverage AI-powered marketing to craft personalized customer journeys that seamlessly transition between digital and voice channels.

Teamwork with Teams: Creating a Seamless, Native Calling Experience

Another powerful partnership helps make the 8x8 Phone App for Microsoft Teams an option for customers needing a cost-effective and native experience. The solution is Teams-first and enables PSTN calling without requiring per-user Teams Phone licenses, installing desktop plugins, or running additional software outside of Teams. Built on 8x8’s direct routing service, it 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.

More Highlights In This Season’s Update

Here are more highlights from this season’s update as we continue to help customers provide super CX and empower their productivity and business efficiency.

1. 8x8 Supervisor Workspace enhancements include:

  • Addition of the Interaction Retrieval page which provides a detailed list of all recorded voice and digital interactions
  • Access to Barge, Monitor, Whisper functionality within the Agent Table widget for monitoring real-time agent interactions
  • Enhanced filtering for multiple criteria, and the ability to create multiple pages (views) for improved customization

Learn more about these and other new Supervisor Workspace features.

2. Support for very large 8x8 meetings

8x8 now supports up to 10,000 meeting participants, enabling customers to conduct company town halls or meet specific use cases, such as auctions and other large audience events. Contact your 8x8 sales representative to gain access to this beta program.

3. Support for new codec

8x8 meetings now support the modern AV1 video codec.

4. 8x8 Work enhancements

Several enhancements are now available to users, including enhanced microphone Automatic Gain Control (AGC) that allows users to turn on or off the AGC of their microphone input. Learn more about enhanced AGC

8x8 Work users will also see embedded call quality alerts for connection status in the call quality tooltip. If users notice poor connection quality, they can hover over the Connection tooltip to view details of the connection strength.

Learn more about call quality alerts

5. 8x8 Voice IVR

8x8 Voice solutions now encompass Voice IVR capabilities, enabling customers to build an automated phone system that handles actions like routing calls and capturing digits. Learn more about 8x8 Voice IVR

6. Smart channel routing

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, such as other messaging channels, without requiring any technical modifications or additional setup. Contact us for more information

To learn more about our Fall 2023 update, check out the details on our website.