8×8 Unveils New Innovations to Boost Customer, Employee Engagement

8×8, Inc., the industry’s most integrated Platform for CX that combines Contact Center, Unified Communication, and Communication APIs, revealed a series of powerful enhancements to the 8×8 Platform for CX to help organizations deliver superior customer and employee experiences. Enabling organizations to deliver more personalized, efficient, and intelligent interactions – boosting satisfaction, reducing effort, and unlocking greater productivity across teams – the latest innovations across the platform include:

• RCS Business Messaging for 8×8 Contact Center and 8×8 Communication APIs
• Digital wallet support via 8×8 Secure Pay
• AI-powered interaction summaries, custom transcription dictionaries, and intelligent chat summaries and composition
• Improvements to drive compliance with W3C Web Content Accessibility Guidelines (WCAG).

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8×8 continues to enhance its 8×8 Platform for CX, which includes 8×8 Contact Center, 8×8 Work, and communication APIs. New AI-powered features that empower organizations to elevate engagement, streamline operations, and deliver exceptional experiences for both customers and employees include:

Custom Dictionary for Transcription Accuracy

• Custom dictionary allows administrators to build exactly that – tailored dictionaries – in the 8×8 Admin Console, improving transcription precision by teaching the system industry-specific terms, proper names and business-specific jargon.

Smarter Messaging with AI in 8×8 Work

• AI Chat Summarization: Create conversation summaries starting from any point in a chat – last 24 hours, unread messages, etc.; great for catching up quickly in long threads with multiple participants.
• Compose with AI – Chat Assistant: Draft polished messages in seconds. Choose from tone presets like professional, casual, empathetic, expanded, or concise for fast, on-brand communication.

Real-Time Agent Assistance to Boost Performance

• 8×8 AI Agent Boost, embedded directly within 8×8 Agent Workspace, delivers contextual, AI-powered support to contact center agents in real time – improving response accuracy, streamlining workflows, and boosting performance.

Expanded Post-Call Intelligence with 8×8 Engage and 8×8 Conversation IQ

• Get deeper insights from every conversation, including sentiment analysis, talk-time breakdowns, and keyword/topic tracking – automatically extracted from recordings or call logs.

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Through platform-wide, agent approved innovations, employees are equipped to deliver enhanced customer experiences:

Rich Communications Services (RCS) for Business Messaging available with 8×8 Contact Center and through 8×8 Communication APIs

• RCS for Business Messaging (RBM) via 8×8 Communication APIs allows for secure, branded interactions with customers, unlocking advanced in-bound and out-bound messaging capabilities for more engaging experiences.
• Enabling RBM with 8×8 Contact Center drives rich, two-way omnichannel communication with hyper-personalized customer experience via native RCS. Organizations can now seamlessly connect with customers where they are and transition to an agent in the contact center as needed – with dynamic, trusted messaging across their preferred channels.

Digital Wallet Support in 8×8 Secure Pay

• 8×8 Secure Pay now supports Apple Pay or Google Pay as part of the SMS digital transaction experience, providing a frictionless, mobile-friendly payment experience. When an agent sends a secure digital link, consumers can complete transactions instantly – no card entry required.

Enhanced Queue Management Features for 8×8 Engage

• Pause Queues During Active Calls: Agents can now temporarily pause call queues while on a call or in a meeting, preventing immediate follow-up calls and reducing burnout.
• Smarter Call Handling with 8×8 Frontdesk Enhancements: Receptionists using 8×8 Frontdesk can now easily identify and decline calls coming into a queue—enabling them to route to the next available 8×8 Engage user, enabling contextual handling and speed.

Driving flexibility and scalability, 8×8’s new accessibility features include:

Improved Accessibility

• WCAG 2.1 AA Compliance: Updates to screen reader compatibility across 8×8 Work reflect 8×8’s ongoing commitment to inclusive design and public-sector-ready accessibility standards.

Expanded Cordless Coverage with Yealink DECT

• 8×8 now supports the Yealink W90 Multi-Cell DECT System, enabling seamless call handling and scalability for larger facilities.

“8×8 sits at the forefront of innovation, providing organizations with the tools to personalize capabilities for their customers and remain relevant amidst the evolving technology landscape,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Whether it’s improving how organizations engage with their customers and employees, how to best implement AI-powered solutions, or ways to increase productivity and efficiency, we are dedicated to meeting our customers wherever they are, and providing adaptable solutions, so they can create exceptional experiences and drive their businesses forward.”

The 8×8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

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Source – Businesswire

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