8×8, Inc., the industry’s most integrated Platform for CX that combines Contact Center, Unified Communication, and CPaaS APIs, announced recent enhancements to the 8×8 Platform for CX. The latest updates, including expanded 8×8 Secure Pay capabilities, AI-powered 8×8 Intelligent Customer Assistant innovations, and new customer engagement and employee collaboration enhancements, boost employee productivity and efficiency, while empowering organizations to engage with customers across their preferred channels, delivering superior experiences at every touchpoint.
Recent 8×8 Platform for CX innovations elevate CX, maximize operational efficiencies, and provide modern solutions for organizations to stay ahead:
- Expanded 8×8 Secure Pay Digital Payments Functionality: 8×8 Secure Pay now provides organizations the ability to provide customers a seamless and secure payment experience, with the assistance of an agent or fully automated with an IVR and across voice and digital channel options like SMS and email.
- Secured, AI-powered payments through 8×8 Intelligent Customer Assistant: Organizations can now enable 8×8 Secure Pay to allow customers to pay through 8×8 Intelligent Customer Assistant for a fully automated path to process payments, rather than waiting to speak with an agent, by either speaking payment details or entering the information via the phone’s keypad. The new functionality enables customers to make payments quickly and securely, while increasing payment capture for businesses by allowing 24/7 payment.
- Voice Intelligent Directory for 8×8 Intelligent Customer Assistant: 8×8 Intelligent Customer Assistant now delivers a faster, natural sounding service with the newly introduced Voice Intelligent Directory. Callers simply speak their request, and the AI matches it to a comprehensive directory, ensuring seamless connections in seconds for improved CX through integration with 8×8 Contact Center and 8×8 Work.
- 8×8 Knowledge Base Shortcuts and Inserts: With knowledge base shortcuts, contact center agents can quickly find relevant articles and insert pre-populated FAQ replies directly into chats or emails. They can also share articles as links or text within messages, making it easier than ever to deliver fast, accurate responses.
- Enhanced Interaction Retrieval Widget for Proactive Monitoring: The Interaction Retrieval widget in 8×8 Supervisor Workspace empowers supervisors to quickly locate all contact center interactions, including voice calls, digital messages, transcriptions from 8×8 Speech Analytics, and voicemails. Supervisors can access key details such as the interaction’s date and time, source, agent name, duration, and options to playback or download interactions. With enhanced functionality, supervisors can now download multiple interactions in bulk and effortlessly retrieve archived interactions, saving valuable time.
- 8×8 Meetings Assets Sharing: Meeting assets, such as participant list, recording, screenshots, chat, transcriptions, summaries, action items, and links to shared files can be easily shared to streamline post-meeting follow-ups and keep everyone informed.
- Mobile Device Management Support for Retail: Improves retail operations with Mobile Device Management (MDM) support and streamlined, credential-free authentication for shared devices. This new, configurable user experience ensures secure and effortless access, tailored specifically for retail scenarios where retail staff in shared-device environments, such as stores with multiple departments or locations, can now seamlessly access mobile devices without the need for repeated logins, enhancing efficiency and security.
- Desk Phones Multicast Paging: Multicast Paging allows quick and easy broadcasting of instant audio announcements. Multicast paging is now available on supported Yealink phones and the Algo 8180. In addition to Yealink-to-Yealink or Poly-to-Poly paging, customers can configure paging groups with supported Yealink, Poly, and Algo devices, allowing cross-vendor paging.
- Connect Multi-channel Sender: Users can now launch text-to-speech messaging campaigns directly on 8×8 Connect multi-channel sender. This powerful new feature enables organizations to add voice to their communication strategy, enhancing accessibility and connecting with customers like never before.
“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.”
8×8 customers can register for the upcoming 8×8 webinar to learn more about the latest customer and employee experience enhancements.
SOURCE: BusinessWire