8x8 is once again recognized as a Leader in the 2024 Gartner® Magic Quadrant™, continuing to deliver on our promise of innovation—enhancing business communications with optimization for Azure environments, bulk messaging, new and advanced analytics, and headset options.
Empower all customer-facing employees with 8x8 Engage to deliver exceptional customer experiences across the organization. Early access is available for customers, along with video elevation capabilities.
Drive operational efficiency and customer experiences with 8x8 Contact Center’s latest AI and one-way video capabilities, simplifying tasks for supervisors and agents while delivering personalized interactions. Updates from the 8x8 Technology Partner Ecosystem offer cutting-edge integrations to further optimize operations and elevate customer engagement.
Transform customer experiences with secure, frictionless authentication, automated voice bots, and real-time fraud alerts.
8x8 is a Leader in the 2024 Gartner® Magic Quadrant™ for UCaaS
We're pleased to announce that 8x8 has once again been recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Unified Communications as a Service. This marks the 13th consecutive year we’ve been named a Leader—more than any other vendor in our industry. This complements our nine-year recognition in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and validates our strategic focus and ongoing innovation of our modern, single-cloud platform and suite of connected products
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Azure Integration with 8x8 Work for Web
8x8 Work for Desktop and 8x8 Work for Web are now integrated with Azure to improve the quality of audio calls. This optimization is specifically designed for telephony users working within an Azure Virtual Desktop environment
Send Bulk SMS
An SMS message can now be sent to up to 50 numbers or contacts at once, which is particularly relevant for customers in industries like recruitment that require bulk messaging. A bulk SMS message room is also created, providing details on when and to whom each message was sent.
Contact your customer success manager to sign up for this feature.
Analytics - New Call Queues Public API
Our new Public API for call queues provides real-time and historical analytics data in 8x8 Work. Real-time data enables team leaders to take quick action and proactively support users.
Other accessibility and usability improvements:
New Headset Certifications
8x8 certifies a wide selection of phones, headsets, and accessories compatible with the 8x8 service. Yealink DECT WHM621 and WHM631 headsets are now 8x8-certified.
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.
Customers interested in 8x8 Engage now also have access to Video Elevation, an integrated solution that allows users to invite the caller to a one-way, video-only stream. This enables users to see what the caller sees, helping to answer questions and solve problems, driving first-call resolutions.
Supervisor Workspace
The general availability release of Supervisor Workspace introduces a customizable, easy-to-use, and intuitive UI to enhance contact center performance with personalized, automated supervisor experiences. 8x8 Supervisor Workspace provides a single pane of glass for monitoring and managing the performance of agents and the overall efficiency of the contact center. Available on both desktop and through an intuitive mobile experience, Supervisor Workspace centralizes visibility and actions while offering insights, assistance, and guidance, enabling contact center leaders to view, monitor, and manage agent and queue activity efficiently.
8x8 Contact Center Video Elevation
Video Elevation provides agents with an easy-to-use channel for offering guidance and even remotely diagnosing equipment or machinery, saving time and onsite resources. One-way video capabilities in the contact center also allow customers to share their mobile camera, enabling agents to see a visual representation of damage to a property rental or to see where a customer is in the process of assembling a product. 8x8 Contact Center Video Elevation helps agents troubleshoot issues more effectively, especially when there are language barriers or uncertainty about an issue’s specific geographical location, as agents can capture exact geolocations and even screenshots of what is being shown.
AI Enhancements in 8x8 Contact Center
8x8 continues to enhance our contact center solution with the latest AI-enabled functionality for faster agent wrap-up times and more personalized interactions, with context from previous conversations at agents' fingertips. Transcriptions are powered by the latest model, boasting up to 90% accuracy for select languages. We’ve also doubled the number of supported languages for live web chats. 8x8 Contact Center now offers real-time chat translation support for more languages, including English, Russian, German, Japanese, Spanish, French, Portuguese, Italian, Polish, Croatian, Hindi, Dutch, Arabic, Danish, Korean, Norwegian, Swedish, Vietnamese, Welsh, Thai, Chinese Simplified, and Chinese Traditional.
Additionally, we’ve expanded our text-to-speech capabilities to support over 40 different languages, including Dutch, Dutch (Belgium), English (Australia), English (GB), English (India), English (Ireland), English (Scotland), English (South Africa), English (US), Finnish, French, French (Canada), Portuguese (Brazil), Portuguese (Portugal), Spanish (Castilian), Spanish (Colombia), Spanish (Mexico), and more.
Lastly, it’s important to note that 8x8 is committed to maintaining high levels of data security as it relates to the latest developments in AI. Calls and other interactions accessed by AI-based services for transcription, summarization, and sentiment analysis, and reside within the 8x8-managed communication platform now include further enhanced data security standards. As such, customer proprietary data remains secure and is not sent to third parties or used to train AI models.
Agent Avatar for Webchat
Provide a more human touch by allowing agents to create and display a webchat avatar. Customers will now be able to see the agent’s image, along with a short bio, for more information about the agent within the webchat. Agent avatars help increase customer confidence and trust, ensuring they are speaking with the right person to resolve their issue.
WCAG 2.1 AA Compliance for 8x8 Contact Center
Providing highly usable and accessible solutions for all is paramount to 8x8. The 8x8 Contact Center web chat experience complies with WCAG 2.1 AA guidelines, ensuring better readability, navigability, and interactivity with our web chat elements. To drive more inclusive user experiences, compliance with WCAG 2.1 AA guidelines results in a more readable user interface (UI) even with aggressive zoom, keyboard navigation via tab and enter keys, support for screen readers, and a color palette with good contrast ratios that is color-blind friendly. These enhancements are designed to improve usability for everyone and ensure content accessibility for individuals with disabilities.
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:
Creovai
Joining as one of our first SellWith8 partners, Awaken is now Creovai! Built by professionals with extensive experience working in and leading contact centers, Creovai is a leading provider of conversation intelligence and real-time agent guidance software, designed to improve both the customer and agent experience.
Regal
As a SellWith8 partner, Regal’s advanced customer profiling and sales dialer tools enable businesses to leverage customer data, enhancing engagement with precision and accuracy.
Customers report a 25% increase in revenue and a 300% increase in outbound answer rates after integrating Regal into their campaigns.
Iris Clarity
As a MarketWith8 partner, IRIS Clarity is an AI-powered desktop app that removes distracting background noise in real-time and post-call, ensuring clear audio and accurate transcriptions.
IRIS Clarity helps drive better customer outcomes by reducing average handling time, improving close rates, and enhancing transcription accuracy.
SMS Magic
As a MarketWith8 partner, SMS Magic enhances customer engagement by centralizing multi-channel customer interactions within CRMs, helping deliver personalized messaging—both manual and automated—at critical engagement touchpoints across the customer lifecycle.
Creovai and PCI Pal
Congratulations to Creovai and PCI Pal, who were recognized in the 2024 8x8 Global Partner Awards. These teams consistently go above and beyond for their businesses, their customers, 8x8, and the entire industry. We are honored to celebrate their remarkable achievements over the past year.
Omni Shield on 8x8 Connect
We have enhanced Omni Shield to provide businesses with immediate notifications of traffic anomalies and access to detailed metrics on 8x8 Connect. This enables them to take proactive measures, such as temporarily suspending the affected operator or country during an attack.
Native MoEngage integration for SMS
MoEngage's customer engagement platform now features native integration with 8x8's SMS messaging capabilities. This integration allows businesses to seamlessly leverage 8x8's powerful SMS services directly within MoEngage, enhancing their customer communication strategies.
SMS Templates via API
Businesses using the 8x8 SMS API can now use template identifiers as an alternative to directly inputting template content when sending batch messages to their audiences, streamlining the process and reducing the potential for errors.
