Winter 2025 Update Highlights
Key Announcements
8x8 Contact Center™
Discover expanded 8x8 Secure Pay functionality for secure, seamless payments across voice and digital channels. Plus, an AI-powered Intelligent Customer Assistant (ICA) for speech-enabled directory navigation and payment processing. Updates also include streamlined agent workflows with Knowledge Base shortcuts and inserts, as well as an enhanced Interaction Retrieval widget for supervisors to efficiently access and manage contact center interactions.
8x8 Engage™
Intentionally designed to meet the unique needs of users beyond the contact center, 8x8 Engage empowers all customer-facing employees to deliver exceptional customer experiences across the organization. Early access is available for customers which now includes 8x8 Conversation IQ.
8x8 Work®
Drive easier async collaboration and streamline workflows with 8x8 Work updates including streamlined access to DID numbers in 8x8 Frontdesk, the ability to broadcast instant audio via Multicast Paging across Yealink and Poly devices, and easily share meeting assets with participants.
8x8 Communication APIs
Simplify and enhance your communication strategy with our enhanced self-serve capabilities! Effortlessly integrate our services with quick Sender ID provisioning and powerful real-time security and fraud detection. Our streamlined solutions are designed to elevate your experience and put you in control.
8x8 Contact Center
Expanded 8x8 Secure Pay Digital Payments Functionality
Streamline your contact center environment with 8x8 Secure Pay, a secure payment processing system which prevents sensitive cardholder data from entering the contact center. This helps organizations reduce the number of systems holding sensitive information, lowering risk. Create a seamless payment process via integrations with top payment providers.
8x8 Secure Pay now provides customers the ability to provide a seamless payment experience, with the assistance of an agent or fully automated with an IVR, across voice and digital channel options like SMS and email.
8x8 Secure Pay facilitates easy, compliant, and discreet payment processing.
8x8 Intelligent Customer Assistant — Voice Intelligent Directory
Deliver fast, natural-sounding service with 8x8's AI-powered Intelligent Customer Assistant (ICA) Voice Intelligent Directory. This speech-enabled directory instantly connects callers to the right person, department, or service group. Callers simply speak their request, and the system matches it to a comprehensive directory, ensuring seamless connections in seconds through integration with 8x8 Contact Center and 8x8 Work.
8x8 Intelligent Customer Assistant and 8x8 Secure Pay
When you combine 8x8 Intelligent Customer Assistant (ICA) Voice with 8x8 Secure Pay, you enable customers to make payments quickly and securely. Customers can choose to pay without speaking to an agent by using ICA to either speak their payment details or enter them via keypad.
Alternatively, customers can make payments over the phone with agent assistance in a secure, compliant manner. Agents won’t have access to payment details, but they can facilitate payments by allowing customers to speak or key in their information, or by sending a secure SMS link for digital payment.
This 24/7 payment capability helps increase payment capture for your business.
8x8 Knowledge Base Shortcuts and Inserts
The 8x8 Knowledge Base is a powerful, user-friendly tool designed to help agents provide answers with fewer clicks. With knowledge base shortcuts, agents can quickly find relevant articles and insert pre-populated FAQ replies directly into chats or emails. They can also share articles as links or text within messages, making it easier than ever to deliver fast, accurate responses.
8x8 Knowledge Base chat shortcuts.
Enhanced Interaction Retrieval Widget for Proactive Monitoring
The Interaction Retrieval widget in 8x8 Supervisor Workspace empowers supervisors to quickly locate all contact center interactions, including voice calls, digital messages, transcriptions from 8x8 Speech Analytics, and voicemails. Supervisors can access key details such as the interaction's date and time, source, agent name, duration, and options to playback or download interactions. With enhanced functionality, supervisors can now download multiple interactions in bulk and effortlessly retrieve archived interactions.
8x8 Supervisor Workspace’s Interaction Retrieval widget.
8x8 Technology Partner Ecosystem
The 8x8 Technology Partner Ecosystem is a carefully curated network of independent software vendors, value-added resellers, and systems integrators, designed to address specific customer experience use cases with 8x8. Each partner provides integrations that feel native within 8x8, enhancing customer experience through cutting-edge technologies like AI and persistent data. The program allows customers to assemble solutions that solve their unique business challenges without the trade-offs of all-in-one solutions or the expense of custom development. Here are our latest additions:
- SpinSci
Empower contact center agents and clinicians to triage more efficiently with SpinSci Patient Assist’s real-time integration to Electronic Health Records (EHRs), providing a 360-degree view of the patient record within 8x8 Contact Center. Patient Assist provides high-touch assistance via any digital channel (text, voice, or chat), and delivers critical information to save time and drive speed to care.
Learn More
Foster efficient care coordination with SpinSci’s Patient Detail Dashboard.
- Calabrio
Optimize your 8x8 Contact Center with intelligent automation, reporting, and tools for seamless customer and workforce experiences. Calabrio Workforce Management (WFM) supports delivery of seamless experiences for customers, agents and contact center managers—no matter where agents are working.
Learn More
Create smarter schedules with precise forecasts in place, so skilled agents are placed when and where they're needed.
- CallCabinet
Experience seamless Microsoft Teams call recording integrated with 8x8 and built on Azure to enhance compliance, quality assurance, and business intelligence. As a part of 8x8’s Microsoft Teams portfolio, it offers real-time, seamless recording and business intelligence for video, screen sharing, and voice communications through 8x8 Operator Connect for Microsoft Teams.
Learn More
Enhance compliance and customer engagement through CallCabinet’s Microsoft Teams-certified integration with 8x8 Operator Connect.
- Krisp
Elevate call center communications by removing background noises bidirectionally, localizing accents in real-time, and providing live language interpretation. Provide agents with additional insights with call transcripts, recordings, and meeting notes.
Learn More
Maximize productivity by removing background noises, voices, and echoes from your calls and meetings.
8x8 Engage
8x8 Engage offers a purpose-built solution for seamless customer interaction handling and internal collaboration for customer-facing roles outside the contact center. Intentionally designed to address the distinct needs of users beyond the contact center, 8x8 Engage bridges gaps in an organization’s CX journey and empowers this underserved user base with the right tools and capabilities to deliver consistent, successful outcomes.
For a short time, 8x8 Conversation IQ is included with 8x8 Engage to deliver real-time conversational insights to drive smarter interactions and business growth.
8x8 Work
8x8 Meetings Assets Sharing
Streamline post-meeting follow up and keep everyone informed by easily sharing meeting assets, such as participant list, recording, screenshots, chat, transcriptions, summaries, action items, and links to shared files.
Learn More
Create and share meeting asset link.
Mobile Device Management (MDM) Support for Retail
Improve retail operations with MDM support and streamlined, credential-free authentication for shared devices. This new, configurable user experience ensures secure and effortless access, tailored specifically for retail scenarios.
For more information, please contact your 8x8 sales representative.
Desk Phones Multicast Paging
Multicast Paging allows quick and easy broadcasting of instant audio announcements. Multicast paging is now available on supported Yealink phones and the Algo 8180.
In addition to Yealink-to-Yealink or Poly-to-Poly paging, customers can configure paging groups with supported Yealink, Poly, and Algo devices, allowing cross-vendor paging.
See the complete list of compatible phones and accessories.
8x8 Frontdesk Enhancement
The 8x8 Frontdesk directory experience has been enhanced to display a column displaying the 8x8 Work assigned Direct Inward Dial (DID) numbers which allows for quick and convenient access to colleagues’ contact information.
Learn More
8x8 Work assigned DID numbers.
8x8 Communication APIs
Sender ID Self Serve Registration
With 8x8 Connect, you can now register your SMS Sender ID directly within the platform for selected locations*. Enjoy a faster, more efficient onboarding process that lets you manage registrations effortlessly and on your schedule.
Learn More
Connect Multi-channel Sender
You can now launch text-to-speech messaging campaigns directly on 8x8 Connect multi-channel sender. This powerful new feature enables users to add voice to their communication strategy, enhancing accessibility and connecting with audiences like never before.
Omni Shield Self Serve
Protect your messaging and eliminate fraud with Omni Shield on 8x8 Connect! Take control with self-service access to real-time traffic anomaly alerts and metrics. Receive instant notifications, take proactive measures, and ensure your communications stay secure and uninterrupted.
Learn More
Real-time fraud detection and prevention.
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.