8x8 eXperience Communications Platformlink to this section
Winter 2024 Update Highlights
Key Announcements
Contact Center
Engage customers and agents with new digital channels available in CRM Integrations, AI Summarization for Speech Analytics along with enhancements to both Agent Workspace and Supervisor Workspace.
Unified Communications
New features include AI-generated summaries for 8x8 Meetings and a new analytics dashboard to help IT admins get better visibility into meetings along with several enhancements to Admin Console.
Communication APIs
Elevate customer communications with latest enhancements including improved voice capabilities, seamless marketplace integrations, and secure authentication through Phone Number Intelligence.
Contact Centerlink to this section
Agent Workspace Enhancements
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Contact Directory Search User Interfacelink to this section
Allows agents to locate the right contacts quickly for enhanced efficiency and improved experience. Agents can easily revisit previous searches and receive refined messaging when no search results are found. Filter access has also been relocated to improve usability.
New Ringtone Groups and Call Queues in Contact Directorylink to this section
Agents can now find queue and ring groups in the contact directory. This enhances productivity and accuracy since they no longer have to manually type in phone numbers when transferring calls.
Learn more about Agent Workspace
Contact Center Updateslink to this section
WhatsApp and SMS in 8x8 Contact Center Salesforce and MS Dynamics CRM Integrationslink to this section
Agents can now reply to SMS and WhatsApp messages, initiate SMS, and receive screen pop contextual information for these channels while using the 8x8 Salesforce or Microsoft Dynamics CRM Integrations. This allows contact center leaders to deliver an omnichannel customer experience across all channels.
Learn more about 8x8 for Salesforce Integration
Learn more about 8x8 MS Dynamics Integration
Improved Email Handling for 8x8 Contact Centerlink to this section
Agents can now handle emails from the Control Panel, the same place where they handle chats and phone interactions. When a customer follows up to an email, the agent is able to view the thread in the local CRM, allowing for improved agent efficiency and an omnichannel customer experience.
Supervisor Workspace Enhancementslink to this section
8x8 Supervisor Workspace now supports seven different languages, automatically matching the selected language in 8x8 settings. In addition, a new criteria is now available in the top filter bar, allowing selection of different media, so users only see queues from inbound phone, outbound phone, voicemail, chat, and email.
AI Summarizationlink to this section
For customers who utilize Speech Analytics, 8x8 has begun a limited beta of AI summarization. This feature will automatically extract key information from calls and push the summary and recorded interaction directly into the CRM (Currently limited to SFDC and Zoho). This feature is only available for a limited number of customers—if you would like to participate in the beta program, please contact your CSM or send an email to customer.labs@8x8.com
Unified Communicationslink to this section
8x8 Meetings
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Meeting Summarizationlink to this section
8x8 meetings now offer AI-generated summaries and action items, in addition to existing post-meeting artifacts such as meeting highlights and content snapshots. These features allow meeting participants to have richer, meaningful conversations and constructive meetings, and enable critical follow-ups easily while reducing redundant and time-consuming tasks such as note-taking while in the meeting.
Meeting Analyticslink to this section
8x8 now offers a new analytics dashboard to help IT admins get better visibility into meetings and performance metrics.
Admin Console Enhancements
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Export Audit Loglink to this section
Customer admins with appropriate permissions can now generate a CSV report of Audit Events. With this, admins can manage their audit data according to their data governance and retention requirements and process 8x8 event logs in external audit tools.
Group Voicemail Notifications from Ring Groups and Call Queueslink to this section
Group voicemail notifications can now be configured without the need for professional services, with the option to send to specific email addresses and not all group members.
New Call Recording Modelink to this section
A new call recording mode, ‘Record all calls with user control,’ offers users the flexibility to stop an active recording when topics do not need to be recorded or if there is no need to record the conversation in the first place.
Enforce Valid Site Address as the Emergency Addresslink to this section
To ensure user safety and compliance, 8x8 now requires a valid site address to be selected as an emergency address when a new user is created in the system.
Storage Policies Configuration Notificationlink to this section
The Admin Console Dashboard now notifies and reminds customers who have purchased 8x8 Work Storage add-ons and have yet to configure them, helping to avoid a potential data loss.
8x8 Work Usability and Interface Enhancementslink to this section
New Success Center Buttonlink to this section
A new Success Center navigation option is available in the left-hand menu, offering centralized access to training courses and videos, the What’s New section, and support.
Enhanced Call Logslink to this section
Call details can now be easily accessed via a tooltip and copied for tracking purposes.
Communication APIslink to this section
Phone Number Intelligencelink to this section
The new Phone Number Intelligence feature evaluates the legitimacy and responsiveness of phone numbers using historical behavioral data. This enhances the deliverability of SMS messages, for cost savings and higher conversion rates for customers.
Email cpaas-sales@8x8.com to learn more.
Callflows API on Voicelink to this section
The Callflows API enables users to build their own custom call flows, incorporating popular use cases such as number masking, complex IVRs, and voice messaging.
Integration with Cognigylink to this section
The 8x8 SMS extension in the Cognigy marketplace allows users to integrate SMS messaging seamlessly into their conversation workflows.
Integration with MoEngagelink to this section
A native integration with MoEngage for WhatsApp allows users to launch, measure, and automate WhatsApp campaigns. This integration also consolidates customer data from various systems, devices, and channels into a single unified profile.
To learn more about what’s new at 8x8, check out our quarterly product webinars showcasing some of the latest and greatest features and capabilities that can help boost customer and employee experiences.