8×8, Inc., a leading integrated cloud contact center and unified communications platform provider, announced recent innovations and enhancements to the 8×8 cloud platform. The latest enhancements include extending 8×8 Intelligent Customer Assistant to support voice interactions and new AI capabilities spanning the entire 8×8 platform. The new features enable organizations to drive business success through enhanced customer and employee experiences and engagement.
Recent platform innovations to support customer engagement across the entire business include:
- 8×8 Intelligent Customer Assistant Support for Voice: 8×8 Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service experiences. The platform now supports human-like voice as well as digital interactions across multiple regions and languages to deliver automation and personalized experiences at scale.
- Platform AI Enhancements: 8×8 enables organizations to ingest, analyze, and act on customer interactions to provide a richer experience at every step in the journey. Recent enhancements include:
- Improved AI-powered Transcriptions Accuracy and Expanded Language Support: Customers can leverage improved AI transcription summaries with even greater accuracy at no additional cost, as all Interaction Analytics services have been updated to the latest transcriptions model. The latest models also support the ability to transcribe speech in multiple languages and translations. Feeding improved transcription summaries into AI models is critical to improving model accuracy and serves as the foundation for organizations to make the most out of their customer interactions, whether it’s reviewing transcripts for a more personalized experience or identifying trends in the contact center.
- AI Summarization for External CRMs: AI summarization can be accessed in an organization’s CRM of choice, such as Salesforce, Zoho, or other leading providers. Contact center agents on active calls can easily access the AI summarization from previous calls, helping to provide more context about the customer and deliver a more personalized experience.
- External AI Summarization Plug-in: Plug-and-play external AI (LLM) for 8×8 Contact Center means businesses can leverage an existing AI provider for summarizations. Supervisors can gain quick access to interaction summaries from third-party AI solutions within their workspace, providing valuable insights at their fingertips.
- Meeting Summarization: 8×8 meetings now support AI-powered in-meeting catch up summaries and post-meeting summary emails for easier follow-ups and action items.
Additional updates to 8×8’s cloud contact center, unified communications, and communications API platform include:
- Proactive Outreach: Interact for Proactive Outreach enables direct communication with customers at scale via SMS and WhatsApp messaging channels, with inbound messages seamlessly routed to the contact center for agents or bots to handle. Businesses can utilize the flexible sender feature in 8×8 Connect or leverage full API access to integrate programmatically, offering versatile options to suit specific needs.
- Supervisor Workspace Mobile: An intuitive, mobile-first designed interface with single-value widgets and quick access to the most common configuration options so supervisors can quickly keep a pulse on their contact center operations on the go.
- 8×8 Admin Console UI Available in French-Canadian: The 8×8 Admin Console interface is now available in French-Canadian to better meet the needs of global customers.
- Silent Mobile Authentication for CPaaS Customers: Provides a seamless method of mobile verification, allowing users to verify phone numbers with just one click and without manual input. Instead of receiving and entering a code, users are automatically verified based on their network IP. This approach enhances security and delivers a smoother experience when accessing mobile services or applications.
- Native WhatsApp Integrations: 8×8 WhatsApp messaging capabilities are now natively integrated into customer engagement platforms CleverTap and MoEngage. This integration allows businesses to leverage the robust features of 8×8’s messaging services directly within these platforms, enhancing customer interactions through seamless and efficient communication
- WhatsApp Campaign Scheduler: The new WhatsApp scheduling capabilities enhance efficiency by automating communication workflows and ensuring timely, consistent content delivery. It aids in strategic planning, improves team coordination, and enhances customer experience through personalized interactions.
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“Driving business success starts and ends with understanding what our customers want and need, and then providing solutions that allow customers to meet those needs from anywhere within their organization,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “The continued pace of innovation at 8×8, including our focus in AI-driven and automated workflows across the platform, ensures that we are providing organizations with the solutions they need to bridge traditional gaps in the customer journey, thereby helping our customers deliver superior customer engagement across their entire organization every step of the way.”
The 8×8 integrated cloud contact center and unified communications platform includes contact center, business phone, video meetings, team chat, and SMS capabilities in a single-vendor solution. The platform is built on a resilient, secure, and compliant platform, which offers the highest levels of reliability with financially backed, platform-wide 99.999% uptime SLA across an integrated cloud UCaaS and CCaaS solution.
SOURCE: BusinessWire