8×8, Inc. is a global leader in cloud communications and customer engagement. They have launched new AI-powered and omnichannel features. These tools help organizations solve customer issues faster and create more personalized interactions. The updates help frontline teams by cutting down friction. They improve context and allow for faster, more meaningful support.
“Today’s experiences are only as strong as the teams on the front lines and empowered by the right tools,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “We’re helping our customers deliver speed, clarity, and personalization in every interaction, whether that’s resolving issues on the first touch, following up with confidence, or staying secure in complex environments like retail, healthcare, and manufacturing, to name a few.”
Transforming Real-World Outcomes for Service and Operations Teams
The latest platform updates introduce new capabilities that streamline workflows, reduce manual effort, and enhance customer connection across digital and voice channels:
Faster Resolutions With Fewer Handoffs
Agents using 8×8 Contact Center now enjoy real-time AI voice summaries. These summaries capture key details and sync them with 8×8 or other CRMs. This reduces admin tasks, so agents have more time for live customer support.
More Empowered Agents, Stronger Outcomes
Agents can now manage their email queues in 8×8 Contact Center. They can select, prioritize, and handle messages proactively. This helps reduce wait times and improves first-contact resolution.
Personalized Engagement Across Trusted Channels
8×8 Engage now supports Viber. This adds to its omnichannel options, which include RCS, SMS, WhatsApp, Facebook Messenger, voice, and video. Brands can connect with customers on their preferred channels.
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Higher Conversions Through Visual Storytelling
New WhatsApp carousel templates-available through 8×8 Connect-enable marketers to present products and offers more visually, improving engagement rates while reducing overall campaign costs.
AI That Speeds Follow-Ups and Closes Loops Faster
AI-generated post-call transcription is now part of 8×8 Work. Employees get instant access to detailed summaries for quick follow-ups and better recordkeeping.
Secure, Streamlined Collaboration on Shared Devices
New security and compliance features for shared Android devices include role-based access and secure logout options. Centralized management is perfect for retail and multi-shift environments using 8×8 Work.