8×8 has enhanced the 8×8 XCaaS (Expertise Communications as a Service) built-in cloud contact middle and unified communications platform with synthetic intelligence-generated post-meeting good summaries and motion objects, AI summarization for 8×8 Speech Analytics, further integrations with key know-how companions, wealthy omnichannel experiences throughout each 8×8 Contact Heart and 8×8’s unified communications resolution, and enhanced productiveness and effectivity.
Enhancements to 8×8 Contact Heart embody the next:
- AI summarization for Speech Analytics, which robotically extracts key data from calls and pushes a sensible abstract and recorded interplay instantly into choose CRM programs.
- New integration capabilities that enable brokers to answer to SMS and WhatsApp messages, provoke SMS, and obtain display screen pop up contextual data for these channels whereas utilizing the 8×8 for Salesforce or 8×8 for Microsoft Dynamics integrations.
- 8×8 Agent Workspace productiveness and effectivity enhancements, akin to a listing search person interface that permits brokers to find the proper contacts, revisit earlier searches, and obtain different search recommendations when no search outcomes are discovered. Moreover, brokers can now discover queue and ring teams within the contact listing.
- Streamlined electronic mail dealing with from the Management Panel, the identical place the place brokers deal with chats and cellphone interactions, permitting them to view the e-mail thread within the native CRM system.
- Supervisor Workspace enhancements, with assist for seven languages, robotically matching the chosen language in 8×8 Contact Heart admin settings. As well as, a brand new standards is now accessible within the high filter bar, permitting collection of completely different media, so customers can solely see queues from inbound cellphone, outbound cellphone, voicemail, chat, and electronic mail.
Updates for 8×8 Unified Communications embody the next:
- Submit-meeting good summaries, motion objects, and analytics, enabling customers to entry real-time AI transcriptions, good summaries, and follow-up motion objects throughout and after conferences. Moreover, a brand new analytics dashboard offers IT admin with higher visibility into conferences and efficiency metrics.
- Admin Console that lets customers export audit occasions through CSV reviews, new granular controls for group voicemail notifications, and name recordings, in addition to enforcement for a legitimate web site handle because the emergency handle for person security and compliance. Further options notify and remind customers who’ve bought Storage add-ons and have but to configure them.
- 8×8 Work interface enhancements, akin to a brand new Success Heart navigation possibility n the left-hand menu, providing centralized entry to coaching programs and movies, the What’s New part, and assist.
New capabilities for& 8×8 CPaaS embody the next:
- Telephone Quantity Intelligence, which evaluates the legitimacy and responsiveness of cellphone numbers utilizing historic behavioral information.
- Callflows API on Voice, which allows customers to construct their very own customized name flows, incorporating in style use instances akin to quantity masking, advanced interactive voice response programs, and voice messaging.
- Deeper integrations with& Cognigy and MoEngage for WhatsApp.
“We all know that one measurement doesn’t match all, and so we’re continuously searching for methods to innovate throughout the 8×8 cloud contact middle and unified communications platform to offer organizations with the know-how options they want, now and as their companies develop,” stated Hunter Middleton, chief product officer of 8×8, in a press release. “8×8 XCaaS offers organizations with a single platform able to offering buyer engagement, collaboration, and communications performance throughout your complete group, which is why making a seamless, easy-to-use platform is so vital to us. We’re dedicated to offering our prospects with the answer that’s going to enhance each buyer and worker experiences, all the time.”
8×8 XCaaS contains built-in cloud contact middle, enterprise cellphone, video conferences, crew chat, and SMS capabilities in a single-vendor resolution.