At a glance, our Spring 2024 update includes:

  • NEW! Introducing 8x8 Engage and 8x8 Operator Connect for Microsoft Teams
  • NEW! Whiteboarding for 8x8 Meetings and Calls by DID Report
  • NEW! Proactive Outreach for Unified Communications and Contact Center customers
  • NEW! LINE Official Notification
  • Several 8x8 Agent Workspace, 8x8 Work, 8x8 Admin Console usability and interface enhancements
  • Enhancements to Smart Channel Routing

As the northern hemisphere emerges from the dormant winter, the arrival of spring brings about not only the awakening of nature but also a season ripe for technological innovation. At 8x8, we've been taking care of innovation seedlings all winter and we are ready to share what has bloomed in our Spring 2024 update.

The sights and sounds of spring are everywhere, just like customer engagement

Customer engagement is found everywhere in organizations, not just in the contact center. Our AI-powered, tailored solution 8x8 Engage combines the best of Unified Communications and Contact Center, fostering loyalty and driving business success. It is intentionally engineered to address the distinct needs of customer-facing employees outside of the contact center, bridging an organization’s CX journey gaps and empowering this underserved user base with the right-fit tools and capabilities for delivering consistent, successful outcomes.

Another bloom of innovation: 8x8 Operator Connect for Microsoft Teams

8x8 is now a certified provider of Operator Connect for Microsoft Teams. Operator Connect is a Microsoft program for approved third-party providers to enable Public Switched Telephone Network (PSTN) calling through Microsoft Teams Phone. This addition to the 8x8 for Microsoft Teams portfolio adds a reliable calling option that streamlines deployments through the Teams admin center, from the only Operator Connect provider with a native contact center solution certified to integrate with Teams.

More highlights in this season’s update:

Here are more highlights from this season’s release to help our customers provide meaningful and efficient customer experiences:

Whiteboarding in 8x8 Meetings

Supercharge brainstorming and collaboration with meeting whiteboards. Meeting participants can now contribute to a whiteboard by writing and drawing to better illustrate and express their ideas. Learn more

Calls by DID Report

Customers can use the new version of this report to track incoming call activity to phone numbers, see aggregate call volume, and review how calls were handled at every number, regardless of who handled the call or how the call was handled. Learn more

Proactive Outreach for Unified Communications and Contact Center customers

The launch of Proactive Outreach for existing 8x8 Unified Communications and Contact Center customers leverages 8x8's programmable SMS and WhatsApp capabilities to enhance customer messaging capabilities and eliminate the reactive nature of customer service. Learn more

LINE Official Notification (LON)

The LINE Official Notification (LON) channel is available for businesses to send one-way notifications such as order confirmations, payment reminders, and more to customers in Thailand and Indonesia. Learn more

Microsoft Teams presence in Agent Workspace

A presence integration between Microsoft Teams and 8x8 Contact Center allows agents using Teams to seek real-time guidance or support from supervisors or subject matter experts without leaving the customer interaction.

Enhanced internal caller identification

8x8 Work for Desktop can be configured to automatically search for additional information on internal callers through internal service desk tools and directories.

Enhancements to 8x8 Smart Channel Routing

The Smart Channel Routing feature empowers businesses with cost-effective message delivery, seamlessly routing SMS messages to specific telecom operators and delivering them via alternative channels such as Viber. Our ongoing improvements include the integration of new messaging channels, offering more versatility by enabling OTP messages to be routed to WhatsApp and Zalo. Questions? Email cpaas-sales@8x8.com to learn more.

To learn more about these and other features included in our Spring 2024 update, check out the details here.