8×8, a leading provider of integrated customer experience solutions combining Contact Center, Unified Communications, and Communication APIs, has unveiled a suite of advanced capabilities across its 8×8 Platform for CX. These innovations are designed to help organizations deliver more intelligent, efficient, and personalized interactions—boosting customer satisfaction, empowering employees, and driving business performance.
The new features enhance the platform’s end-to-end customer and employee experience offerings and include:
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RCS Business Messaging via 8×8 Contact Center and Communication APIs
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Digital Wallet Payments through 8×8 Secure Pay
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AI-Driven Enhancements including real-time agent assistance, interaction summaries, intelligent chat composition, and custom transcription dictionaries
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Accessibility upgrades aligned with WCAG 2.1 AA standards
These innovations strengthen 8×8’s commitment to delivering a unified, AI-powered platform that transforms how businesses connect with their customers and teams.
Smarter Engagement with AI-Powered Tools
The Custom Dictionary feature enables administrators to define domain-specific vocabulary-such as technical terms, product names, and organizational jargon—within the 8×8 Admin Console. This improves transcription accuracy across the platform’s communication services.
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In 8×8 Work, new generative AI tools include:
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Chat Summarization: Quickly catch up on lengthy chats with summaries that span unread messages or the previous 24 hours.
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Compose with AI: Generate message drafts instantly using tone presets like professional, casual, or empathetic for consistent, on-brand communication.
Real-Time Support and Post-Call Insights for Contact Centers
8×8 AI Agent Boost, now built directly into the 8×8 Agent Workspace, equips agents with contextual AI support during live interactions—enhancing accuracy, reducing resolution time, and improving overall agent productivity.
Post-call analytics have also been expanded through 8×8 Engage and 8×8 Conversation IQ, offering deeper visibility into customer conversations through sentiment analysis, keyword tracking, and talk-time breakdowns-automatically generated from call recordings or logs.
“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. “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.”