Contact Center
Introducing 8x8 Intelligent Customer Assistant, a powerful new conversational AI solution, as well as enhancements to the Agent Workspace dashboard and both the Salesforce and Microsoft Dynamics 365 CRM integrations.
Unified Communications
New audit history features, improvements to the SMS registration workflow and the Mobile Admin dashboard, additional device certifications, and a streamlined app user experience.
8x8 Intelligent Customer Assistant (ICA) is a powerful, user-friendly, conversational AI solution that enables businesses to create automated self-service and support experiences across channels. Customers can build highly-scalable, consistent, and always-available experiences across multiple regions and languages. ICA provides tremendous value to contact center operations and improves customer experiences by offering the following:
Graphical, drag and drop scripting to design and manage dynamic customer experiences
Built-in, comprehensive analytics solution for intuitive monitoring and reporting
Agent Workspace Dashboard
The new dashboard within Agent Workspace provides a single view of both agents and queues, along with the ability to see availability of co-workers and service demand levels with a single click.
8x8 Contact Center and Microsoft Dynamics 365
The 8x8 Contact Center integration for MS Dynamics 365 now includes the Customer Service module. This integration enhances agent productivity by embedding communications and contact center functionality into key workflows and allowing agents to personalize every interaction for improved customer engagement and retention.
8x8 Contact Center for Salesforce Sales Engagement
8x8 Contact Center now supports Salesforce Sales Engagement, formerly High Velocity Sales (HVS.) Agents can handle interactions faster while delivering more contextual and consistent experiences across every channel to meet and exceed customer expectations.
Audit history in Admin Console
System administrators can now access historical configuration details for complete audit visibility, including what changes were made, when, and by whom.
Audit event screen to quickly search, identify changes, and view details.
SMS 10DLC Application-to-Person (A2P) registration
US and Canadian customers can comply with new SMS requirements and improve message deliverability by utilizing a streamlined admin console process for registration.
Learn more about SMS registration and why is it required
New phone and accessory certifications
8x8 certifies a wide selection of new phones, headsets, and accessories compatible with the 8x8 service. Yealink T5 series desk phones, Poly Edge E series desk phones, Poly and EPOS headsets, and SYNC series of USB accessories are now 8x8-certified.
See the complete list of compatible phones and accessories
Mobile Admin enhancements
Mobile Admin simplifies access to everyday operational tasks and facilitates immediate visibility into incidents and updates for the 8x8 system administrator on the move, including activity metrics for inbound and outbound call volumes.
Mobile Admin dashboard
Mobile Admin activity metrics
Modern theme and sound experience for 8x8 Work user interface
Modern light and dark themes are now available to improve user experience, with dark themes easing stress on the eye and helping to conserve device battery. Users can also set themes based on OS settings, automatically enabling the app to switch between light and dark.
Settings page for selecting UI theme
A new modern sound library has been added for users to select sounds for general notifications and incoming calls. In addition, new earcons have been added to notify users of specific actions such as user logging in, file download, recording start/stop, etc.
Setting page for selecting notification theme
To learn more about what’s new at 8x8, check out our quarterly product release webinars showcasing some of the latest and greatest features and capabilities that can help boost customer and employee experiences.