8×8, Inc., a leader in integrated customer experience (CX) solutions, has announced new enhancements to its 8×8 Platform for CX. These latest updates—spanning AI-driven automation, expanded digital payment capabilities, and improved customer engagement tools—are designed to elevate customer interactions, boost operational efficiency, and streamline employee collaboration.
Key Enhancements to the 8×8 Platform for CX
The recent innovations within the 8×8 Platform for CX introduce cutting-edge solutions to optimize business operations and elevate customer satisfaction:
- Expanded 8×8 Secure Pay Digital Payments: Organizations can now offer customers a seamless and secure payment experience, whether assisted by an agent or fully automated via Interactive Voice Response (IVR). Secure payment options are available across multiple channels, including voice, SMS, and email.
- AI-Powered, Secure Transactions with 8×8 Intelligent Customer Assistant: Businesses can integrate 8×8 Secure Pay with the AI-driven 8×8 Intelligent Customer Assistant, enabling customers to process payments without waiting for an agent. Users can either speak their payment details or enter them via the phone’s keypad, facilitating quick, secure, and 24/7 payment processing while improving transaction completion rates.
- Voice Intelligent Directory for 8×8 Intelligent Customer Assistant: The newly introduced Voice Intelligent Directory allows callers to state their request naturally, with AI instantly matching them to the correct contact or department. Integrated with the 8×8 Contact Center and 8×8 Work, this feature accelerates connections and improves customer experiences.
- 8×8 Knowledge Base Shortcuts and Inserts: Contact center agents can now quickly access relevant articles and insert pre-populated FAQ responses into chats and emails. Agents can also share knowledge base content via links or text, ensuring faster and more accurate support.
- Enhanced Interaction Retrieval for Proactive Monitoring: The upgraded Interaction Retrieval widget in 8×8 Supervisor Workspace enables supervisors to swiftly locate contact center interactions, including voice calls, digital messages, and transcriptions from 8×8 Speech Analytics. New bulk download capabilities and archived interaction retrieval further enhance efficiency.
- 8×8 Meetings Asset Sharing: Users can now easily distribute meeting assets—including participant lists, recordings, screenshots, chat histories, transcriptions, summaries, action items, and shared file links—streamlining post-meeting follow-ups and ensuring key stakeholders remain informed.
- Mobile Device Management (MDM) Support for Retail: Retail businesses benefit from MDM support and streamlined, credential-free authentication for shared devices. This feature simplifies access for employees in multi-department or multi-location environments, improving both security and operational efficiency.
- Desk Phones Multicast Paging: Multicast Paging enables instant audio announcements across supported Yealink phones and the Algo 8180. Businesses can now configure paging groups that include Yealink, Poly, and Algo devices for seamless cross-vendor communication.
- Connect Multi-Channel Sender: Organizations can now integrate text-to-speech messaging into their 8×8 Connect multi-channel sender campaigns. This enhancement extends communication capabilities, enabling businesses to reach customers more effectively via voice messaging.
Also Read: Aleph Group Takes Over Entravision’s Digital Advertising Business Unit
“8×8 continues to empower businesses to redefine how they connect, collaborate, and deliver exceptional customer and employee experiences,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “These innovations, from AI-powered solutions to enhanced security and streamlined workflows, ensure our customers stay ahead in an ever-evolving digital landscape. Our customers are given the tools to transform their CX strategy and adopt AI-powered technologies efficiently, eliminating complexity and technology risk, resulting in immediate business impact.”
With these latest advancements, 8×8 reaffirms its commitment to equipping businesses with intelligent, scalable, and secure solutions to enhance both customer and employee experiences.