Spring 2024 Update Highlights
Key Announcements
8x8 Engage™
Bridge CX gaps with 8x8 Engage and empowers all customer-facing employees with tailored tools to deliver exceptional customer experiences across the organization.
Unified Communications
8x8 is now a certified provider of Operator Connect for Microsoft Teams, for a seamless behind-the-scenes integration of 8x8 Work phone service into Teams.
And with Proactive Outreach, 8x8's new SMS and WhatsApp capabilities, businesses can easily launch personalized mass-messaging campaigns.
Plus, improve collaboration with meeting whiteboards and several enhancements to 8x8 Work and 8x8 Admin Console.
8x8 Contact Center™
Elevate customer satisfaction and agent productivity with 8x8’s new Proactive Outreach options. Other enhancements include customizable UI improvements in Supervisor Workspace to drive better customer experiences.
8x8 Communication APIs
Elevate customer interactions with a suite of enhancements including the new LINE Official Notification (LON) channel, upgrades to the Smart Channel Routing feature, implementation of Intelligent Routing in Voice, and integration of SMS with CleverTap.
Engage
8x8 Engage
Introducing an AI-powered, tailored solution that enables cross-organization customer engagement for enhanced customer experiences, fostering loyalty and driving business success. Intentionally engineered to address the distinct needs of customer-facing employees outside of the contact center, 8x8 Engage empowers this underserved user base with the right-fit tools and capabilities for delivering consistent, successful outcomes.
Learn More and Existing Customers Can Sign Up for the Beta Program Now
Unified Communications
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, and is from the only Operator Connect provider with a native Contact Center Solution certified to integrate with Teams.
Proactive Outreach now available for Unified Communications Customers
Proactive Outreach is now available for 8x8 Unified Communications Customers. The solution utilizes 8x8's programmable SMS and WhatsApp capabilities to elevate customer messaging and eradicate the reactive aspect of customer service. Customers can now launch highly personalized mass messaging campaigns through our campaign management platform, with features such as scheduling, advanced routing, reporting and analytics, and more.
Proactive Outreach UI
8x8 Meetings – Whiteboarding
Supercharge brainstorming and collaboration with meeting whiteboards. Meeting participants can now contribute to a whiteboard by drawing, writing, and connecting items to better illustrate their ideas.
Whiteboard UI
Analytics – Calls by DID Report
A new version of the Calls by DID report is available through the Extension Summary Report making the information easily available with the Extension Summary information.
Customers can use this report to track incoming call activity to phone numbers, see aggregated call volumes, and review how calls were handled at every number—regardless of how the call was handled.
8x8 Work Usability and Interface Enhancements
- 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.
Learn More
Caller info pop up toggle button
- Enhanced Voicemail Log Details
When more information is needed regarding a voicemail, users can hover the voicemail log entry for complete details shown in its tooltip. Details can be selected to copy and paste for any tracking needs.
Learn More
Voicemail tool tip
- Other Enhancements
- Ability to toggle on/off the app startup sound
- Country-specific ringback tone while waiting for a call to be answered
- Improved accessibility for screen readers in UI areas including calls, notifications, contact cards, profile menu, search, and call control
- Enhanced call details tooltip (the tooltip displays the company name for callers saved in Contacts, along with company name data)
- Optimized search during an incoming call while the app is in Compact mode
- Call forwarding now displays the recipient's full Direct Inward Dialing (DID) when you choose to route calls to another user from another PBX
Learn More
Contact Center
Proactive Outreach for Contact Center Customers
The launch of Proactive Outreach for 8x8 Contact Center customers leverages 8x8's programmable SMS and WhatsApp capabilities to enhance customer messaging capabilities and eliminate the reactive nature of customer service. Through personalized bulk outbound messaging campaigns and seamless routing of inbound responses to agents or bots with comprehensive context and detailed reporting, organizations can elevate customer satisfaction and enhance contact center agent productivity.
Supervisor Workspace Interface Enhancements
- Edit Columns Drag and drop selected metrics to add/remove from agents and queues tables to help to create views of columns with only the most important metrics, making it easier to get the information supervisors need.
Learn More
Edit columns by adding or removing metrics
- Resize Manual Tables
Resize manual tables to create a visually appealing view of the key metrics supervisors care about.
Learn More
Resize manual tables
Communication APIs
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.
LON notification sent by an ecommerce store for delivery completion
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.
Furthermore, customers can customize message routing based on the telecom operator, or opt for a percentage blending of channels, optimizing delivery for maximum cost-effectiveness and high delivery rates.
Email cpaas-sales@8x8.com to learn more
Optimize message delivery and cost with 8x8 Smart Channel Routing
Self-registration for WhatsApp Business Account and SMS Sender ID on 8x8 Connect
Users can now register for a WhatsApp Business Account and acquire an SMS Sender ID within the 8x8 Connect platform. This streamlined onboarding experience not only enhances efficiency but also provides users with the convenience of initiating these processes on their own terms.
Self-registration of SMS Sender ID on 8x8 Connect
Intelligent Routing in Voice
The latest intelligent routing feature in our voice solutions ensures redundancies and automated routing adjustments, providing customers with enhanced call quality and reliability.
SMS integration with CleverTap
A native integration with CleverTap allows users to easily incorporate SMS to their mobile and marketing campaigns.
Integrating 8x8 SMS messaging into campaigns on the CleverTap platform
8x8 Connect User Experience Improvements and Enhancements
8x8 Connect has undergone a visual transformation, featuring enhanced user experiences within the Campaign Manager creation and management flow. Notable improvements include improved in-product communication as well as a new Opt-Out automation template for all users.
New Opt-Out automation template on 8x8 Connect
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.