8x8 Summer 2021 Feature Highlights

Bigger meetings, more text analytics languages, even better MS Teams integration, and so much more.

Unified Communications

8x8 Voice for Microsoft Teams

Integrated business messaging for Teams

The 8x8 Voice for Microsoft Teams app empowers employees to easily use and manage 8x8 features from any Teams endpoint.

The latest version of the 8x8 Voice for Teams solution now includes integrated business messaging: With individual business phone and fax numbers, users can conveniently send and receive SMS or MMS messages (US and Canada) or faxes (Globally) directly from within the Teams user interface.

Presence synchronization for Teams

For environments with a mix of standard user interfaces and Teams end-points, it’s now possible for 8x8 Work and Contact Center users to view the directory status and activity presence of colleagues and key contacts that use Teams as their primary collaboration interface.

8x8 Work for Mobile (iOS and Android)

Call quality indicator

Now extended to iOS (in addition to desktop and Android apps). Take the guesswork out of poor audio quality with the ability to view call quality details of the other party in addition to the user's own call quality status.

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Inline replies to messaging notifications (iOS)

Replying directly from the notification section without having to open the app makes responding to messages a breeze.

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Enhanced accessibility

Presence status icons have been redesigned to enhance usability for all users, including those with color vision deficiency.

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Chat bubbles (Android)

Users can bubble all or selected conversations based on personal preference, users either allow all conversations to bubble in the notification settings or tap the bubble on the notification for individual conversations to bubble.

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Warm transfer (iOS and Android) - 10.9 release

Transfer an active call to a desired recipient via warm transfer or direct transfer in the 8x8 Work Mobile app.

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Share voicemails with other users

Share voicemails with colleagues in 8x8 Work chat threads.

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Meetings

500 Meeting participants

8x8 can handle your largest meetings; now up to 500 participants can join and actively participate in meetings, with the ability to share video, audio and screen content.

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Mobile screen sharing

Meeting participants who need to share content while accessing meetings via 8x8 Work’s mobile iOS and Android apps.

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SIP connectivity

8x8 expands access to include more endpoints. Now join meetings using legacy SIP devices.

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Contact Center

Auto dialer - campaign monitoring

Supervisors and admins now have access to further, real-time campaign dialer information. These campaign metrics make it possible to view the success rate of a campaign and which campaigns have been most ineffective or effective.

New additional metrics include the following:

Dialing mode
Max attempts reached #
Max attempts reached %
Record Completed %

Auto dialer - external CRM screen pop

Boost outbound campaign effectiveness with expanded CRM integration flexibility. 8x8 Auto Dialer customers now have the ability to screen pop an external CRM utilizing designated objects. Enhancing both the agent and customer experience as the record can be quickly and easily identified upon connection.

Quality management for multi-language chat interactions

Evaluate voice and chat channel interactions in a single solution. Users can leverage search, review, and evaluate within the same quality solution you use today. Review and evaluate web chat transcripts in either the customer's selected interaction language or localized evaluator's language.

Speech analytics continues to improve with multi-language, chat channel insights

Customers can make smarter decisions with actionable insights from every customer interaction. As part of the speech analytics integrations users will see analytics and chat transcriptions for:

Web Chat
Chat (SMS)
Social -Twitter/Facebook

Webchat transcripts are available in 117 languages and can be categorized by language, or developed as one phrase across multiple languages.

APIs and Embeddable Apps

Voice messaging - say & capture

Allows companies to send personalised voice message prompts to their end users who will be able to submit their input via DTMF / through the phone’s keypad. A common use case would be the end of call NPS survey where we are able to capture a user response through the digits entered.

Voice messaging - playfile

New feature on the voice messaging API that allows companies to broadcast an audio file to their end-users (as an alternative to the text-to-speech broadcast that is already available).

Voice - programmable inbound interactive voice response (IVR)

Thanks to this new capability on our voice API, companies are now able to serve a dynamic IVR (Interactive-voice-response) tree to incoming callers who can navigate it through DTMF inputs. It will allow for businesses to deflect common inquiries or address information requests in a timely manner.

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New voice API documentation on 8x8 developer portal

We have revamped the voice API documentation available at developer.8x8.com to showcase how the 8x8.com voice endpoints allows to deploy complex call-flows for voice messaging, programmable calls and call-masking.

Automation API - new voice, conversation capabilities

The automation API will expand its product coverage to include triggers, conditions and actions from the voice API to further reinforce cross product automation capabilities.

Furthermore, the “wait for reply” action will enable new conversational use-cases where the automation API can be used to power more capable bots. Lastly adding “day of the week” to the set of available conditions to use in workflows allows users to set automation schedules with more granularity.

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8x8 Connect - timezone localization for SMS reports and logs

Localizing further, customers who were able to retrieve their logs and consume reports based on UTC time will now be able to specify a local time-zone preference in their 8x8 Connect profile to get both individual logs and aggregated stats computed on their preferred time.

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