8x8 Open Communications Platform - Winter 2021 Feature Highlights

Discover the latest innovations across the 8x8 Open Communications Platform portfolio. See what’s new with our Winter 2021 release.

Discover the latest innovations across the 8x8 Open Communications Platform portfolio. See what’s new with our Winter 2021 release.

Unified Communications

8x8 Work

Dark and Light Modes - Protect your eyes from computer strain in low light conditions by switching between dark or light mode. To enable it, go to Settings > Look and feel and select from the available options. Watch the video →

Flip Call Banner - New Flip Call banner during an active call allows you to change devices without interrupting the call. Watch the video →

MMS Support - Support for multimedia attachments to deliver a richer and more personalized experience. Watch the video →

Ability to share navigable room links with other contacts and in rooms - Collaborate with your colleagues and team members easily with the ability to share navigable room links that takes you directly to the room. Watch the video →

Decline a call by responding with one of the predefined messages - If you are busy and unavailable to answer an incoming business call, you now have the ability to decline it with a quick-reply message. Watch the video →

Search through past conversations across all messages (Android) - Accessing the right information is critical for working effectively. Search conversations across all messages to find relevant messages, files and people. Watch the video →

8x8 Work

Dark and Light Modes - Protect your eyes from computer strain in low light conditions by switching between dark or light mode. To enable it, go to Settings > Look and feel and select from the available options. Watch the video →

Flip Call Banner - New Flip Call banner during an active call allows you to change devices without interrupting the call. Watch the video →

MMS Support - Support for multimedia attachments to deliver a richer and more personalized experience. Watch the video →

Ability to share navigable room links with other contacts and in rooms - Collaborate with your colleagues and team members easily with the ability to share navigable room links that takes you directly to the room. Watch the video →

Decline a call by responding with one of the predefined messages - If you are busy and unavailable to answer an incoming business call, you now have the ability to decline it with a quick-reply message. Watch the video →

Search through past conversations across all messages (Android) - Accessing the right information is critical for working effectively. Search conversations across all messages to find relevant messages, files and people. Watch the video →

Meetings - Moderation Controls

Sole Moderator - A single moderator can be designated for any meeting, giving them full moderation controls of a meeting. Moderation is enabled in the Admin Console and admins can allow users to override the moderation settings for their personal meetings space. Watch the video →

Meeting Lock - Moderators can lock any meeting requiring any new participants to request access once the meeting is underway. Watch the video →

Meeting Lobby - Moderators can set up any meeting to require all participants to be placed in a lobby until the moderator is ready to start the meeting.

Moderator Delegation - Moderators can delegate their moderation controls to other participants in a meeting by elevating them to a meeting moderator during the meeting. Watch the video →

Pre-join Screen - Guest users logging into a meeting can now use a pre-join screen to test their audio and video connection as well as select their preferred devices. Watch the video →

Embedded meeting - Users can embed any meeting URL as an iFrame on any web page allowing participants to join a meeting right from that page. Watch the video →

Meetings - Moderation Controls

Sole Moderator - A single moderator can be designated for any meeting, giving them full moderation controls of a meeting. Moderation is enabled in the Admin Console and admins can allow users to override the moderation settings for their personal meetings space. Watch the video →

Meeting Lock - Moderators can lock any meeting requiring any new participants to request access once the meeting is underway. Watch the video →

Meeting Lobby - Moderators can set up any meeting to require all participants to be placed in a lobby until the moderator is ready to start the meeting.

Moderator Delegation - Moderators can delegate their moderation controls to other participants in a meeting by elevating them to a meeting moderator during the meeting. Watch the video →

Pre-join Screen - Guest users logging into a meeting can now use a pre-join screen to test their audio and video connection as well as select their preferred devices. Watch the video →

Embedded meeting - Users can embed any meeting URL as an iFrame on any web page allowing participants to join a meeting right from that page. Watch the video →

Admin Console

Nomadic E911 (Preview) - 8x8 makes it easy for our customers to comply with Kari’s Law and RAY BAUM’s Act; which are US regulations that require company notifications of emergency calls and accurate location information for emergency callers. Watch the video →

Managing Cost Centers - Customize cost centers based on your company’s locations, sites, and teams to support your payment methods and expense allocation. Arrange up to five levels of hierarchy and set up independent and site based cost centers depending how you distribute licenses to your teams. Watch the video →

Admin Console

Nomadic E911 (Preview) - 8x8 makes it easy for our customers to comply with Kari’s Law and RAY BAUM’s Act; which are US regulations that require company notifications of emergency calls and accurate location information for emergency callers. Watch the video →

Managing Cost Centers - Customize cost centers based on your company’s locations, sites, and teams to support your payment methods and expense allocation. Arrange up to five levels of hierarchy and set up independent and site based cost centers depending how you distribute licenses to your teams. Watch the video →

Integrations

8x8 X Series integrates with a wide range of third party productivity and customer relationship management (CRM) applications, enabling value-added capabilities including call logging, unified search, screen pop and dial-out.

Following recent updates to existing integrations for NetSuite and Salesforce, 8x8 Work can now provide a powerful calling interface for use with the popular Zoho CRM application. Watch the video →

Not only is this available for use in both the UK and US, but there’s also an additional integration for 8x8 Contact Center. Watch the video →

8x8 Integration Overview

Zoho Integration User Guides

Integrations

8x8 X Series integrates with a wide range of third party productivity and customer relationship management (CRM) applications, enabling value-added capabilities including call logging, unified search, screen pop and dial-out.

Following recent updates to existing integrations for NetSuite and Salesforce, 8x8 Work can now provide a powerful calling interface for use with the popular Zoho CRM application. Watch the video →

Not only is this available for use in both the UK and US, but there’s also an additional integration for 8x8 Contact Center. Watch the video →

8x8 Integration Overview

Zoho Integration User Guides

8x8 Voice for Microsoft Teams

Microsoft Teams certified contact center - 8x8 Contact Center is now included in Microsoft's Connected Contact Center for Microsoft Teams Certification program integrating seamlessly with 8x8 Voice for Microsoft Teams’ direct routing capabilities. Contact center agents, knowledge workers and supervisors can make and receive PSTN calls using the native Microsoft Teams app as the preferred endpoint. Watch the video →

Settings (Preview) - Easily access 8x8 call settings for voicemail, call forwarding and call queues from your Teams app. Simply log-in with your Microsoft Teams account to change the settings for 8x8 Voice for Microsoft Teams. Watch the video →

8x8 Voice for Microsoft Teams

Microsoft Teams certified contact center - 8x8 Contact Center is now included in Microsoft's Connected Contact Center for Microsoft Teams Certification program integrating seamlessly with 8x8 Voice for Microsoft Teams’ direct routing capabilities. Contact center agents, knowledge workers and supervisors can make and receive PSTN calls using the native Microsoft Teams app as the preferred endpoint. Watch the video →

Settings (Preview) - Easily access 8x8 call settings for voicemail, call forwarding and call queues from your Teams app. Simply log-in with your Microsoft Teams account to change the settings for 8x8 Voice for Microsoft Teams. Watch the video →

Contact Center

Auto Dialer: Preview, Progressive, & Predictive Dialing

Dialer Monitoring Statistics - Monitoring for campaign properties and live monitoring for abandoned rate and average ring time.

Sequential Dialing - Up to 22 numbers per record can be dialed with the ability to define the phone number fields order for sequential dialing.

Abandon Messages - Adheres to US & UK legislation for abandoned calls. Admins can upload pre-recorded audio files to play within a few seconds after connection.

Abandon Max Retry Attempts - Customize how many attempts the system will make for abandoned calls.

Auto-retry - When predictive or progressive dialing modes are active, the retry function is automatically triggered if a connection has not been made. Scenarios that would trigger auto-retry are: abandons, non-answered, busy tone, and answering machine detection.

Configurable Ring Time & Abandoned Rate - Customize default ring-time and abandoned rate.

Agent/Queue Status - With continuous handling of campaign calls, the status of queues and the presence of agents change frequently. All these changes are consistently and reliably refreshed in the agent interface every five seconds.

Auto Dialer: Preview, Progressive, & Predictive Dialing

Dialer Monitoring Statistics - Monitoring for campaign properties and live monitoring for abandoned rate and average ring time.

Sequential Dialing - Up to 22 numbers per record can be dialed with the ability to define the phone number fields order for sequential dialing.

Abandon Messages - Adheres to US & UK legislation for abandoned calls. Admins can upload pre-recorded audio files to play within a few seconds after connection.

Abandon Max Retry Attempts - Customize how many attempts the system will make for abandoned calls.

Auto-retry - When predictive or progressive dialing modes are active, the retry function is automatically triggered if a connection has not been made. Scenarios that would trigger auto-retry are: abandons, non-answered, busy tone, and answering machine detection.

Configurable Ring Time & Abandoned Rate - Customize default ring-time and abandoned rate.

Agent/Queue Status - With continuous handling of campaign calls, the status of queues and the presence of agents change frequently. All these changes are consistently and reliably refreshed in the agent interface every five seconds.

Quality Management

Coaching Feedback in 8x8 Quality Analytics

  • Provides agents and supervisors a closed-loop workflow for coaching that is done in the contact center.
  • Supervisors can setup a workflow that enables agent feedback and acknowledgement.
  • A template with evaluation for coaching, with notifications of coaching to be done.
  • Agent can acknowledge that they did receive the coaching
  • Can also measure the effectiveness of coaching.
  • New reporting to see the effectiveness and use of coaching and agent feedback acknowledgement.

8x8 Quality Overview

Quality Management

Coaching Feedback in 8x8 Quality Analytics

  • Provides agents and supervisors a closed-loop workflow for coaching that is done in the contact center.
  • Supervisors can setup a workflow that enables agent feedback and acknowledgement.
  • A template with evaluation for coaching, with notifications of coaching to be done.
  • Agent can acknowledge that they did receive the coaching
  • Can also measure the effectiveness of coaching.
  • New reporting to see the effectiveness and use of coaching and agent feedback acknowledgement.

8x8 Quality Overview

APIs and Embeddable Apps

Platform

Webhook Management - Set up and manage your API webhooks from a centralised location with 8x8 Connect’s new Webhooks feature. Direct inbound or outbound SMS and Chat Apps requests directly from our platform to your application or server. Watch the video →

SSO login - The 8x8 Connect platform is now fully integrated with Single Sign On capability for added account security and integration with your business systems. Watch the video →

Automations (Preview) - Build business logic sequences with no development on your end. Create auto responses, out of office messages, or call a different API to suit your use cases. Reach out to your Account Managers to find out more about this feature, and if you are suitable for our beta program.

Set more granular user permissions - Account administrators can now customise user permissions at a much more detailed and granular level within the Users section of 8x8 Connect. Watch the video →

Top up in local currencies - Our 8x8 Connect platform now supports local currencies for top-ups! Simply contact support or get in touch with your account managers if you need to change your account’s default currency.

Platform

Webhook Management - Set up and manage your API webhooks from a centralised location with 8x8 Connect’s new Webhooks feature. Direct inbound or outbound SMS and Chat Apps requests directly from our platform to your application or server. Watch the video →

SSO login - The 8x8 Connect platform is now fully integrated with Single Sign On capability for added account security and integration with your business systems. Watch the video →

Automations (Preview) - Build business logic sequences with no development on your end. Create auto responses, out of office messages, or call a different API to suit your use cases. Reach out to your Account Managers to find out more about this feature, and if you are suitable for our beta program.

Set more granular user permissions - Account administrators can now customise user permissions at a much more detailed and granular level within the Users section of 8x8 Connect. Watch the video →

Top up in local currencies - Our 8x8 Connect platform now supports local currencies for top-ups! Simply contact support or get in touch with your account managers if you need to change your account’s default currency.

SMS

Verified SMS - Improve brand engagement and gain your customers’ trust with Google’s Verified SMS, now made available through the 8x8 SMS API. Learn more about Verified SMS.

SMS Reporting API - With the new SMS Reporting API, you can extract up to 6 month’s worth of SMS logs, credit balance information, and price list through a simple API call.

Redact API - Maintain a high standard of data privacy with the Redact API, to programmatically remove Personally Identifiable Information (PII) from the 8x8 SMS database.

Pricing API - Enjoy even higher levels of customization in your reporting. Extract your inbound or outbound SMS price-lists for your account programmatically through our new SMS Pricing API.

Balance API - You can now programmatically retrieve your prepaid SMS account’s balance at any point with the SMS balance API, to enhance or automate your internal reporting systems.

SMS

Verified SMS - Improve brand engagement and gain your customers’ trust with Google’s Verified SMS, now made available through the 8x8 SMS API. Learn more about Verified SMS.

SMS Reporting API - With the new SMS Reporting API, you can extract up to 6 month’s worth of SMS logs, credit balance information, and price list through a simple API call.

Redact API - Maintain a high standard of data privacy with the Redact API, to programmatically remove Personally Identifiable Information (PII) from the 8x8 SMS database.

Pricing API - Enjoy even higher levels of customization in your reporting. Extract your inbound or outbound SMS price-lists for your account programmatically through our new SMS Pricing API.

Balance API - You can now programmatically retrieve your prepaid SMS account’s balance at any point with the SMS balance API, to enhance or automate your internal reporting systems.

Chat Apps

KakaoTalk added to our Chat Apps offerings - Reach over 52 million monthly active users with the addition of KakaoTalk to our Chat Apps portfolio. KakaoTalk is the key to the South Korean market, with over 93% of smartphone users using the app. Find out more about the 8x8 Chat Apps API.

Interactive WhatsApp Templates - Add call-to-action buttons to direct users to a landing page, or quick reply buttons to receive instant responses from your users, with WhatsApp’s new interactive templates. Set up your templates through API or via the 8x8 Connect WhatsApp Template manager.

Message body previews in logs - Preview chat apps message content from the 8x8 Connect chat apps logs, for a more holistic view of your messaging activities. This feature is available by request, so please reach out to your Account Managers to find out more.