8x8 has announced new enhancements to its cloud platform, which will include AI-driven capabilities aimed at improving customer and employee engagement.
Among the latest features are advancements in AI-powered language support and accuracy for the 8x8 Contact Center, utilising the OpenAI Whisper model for improved clarity and understanding across a variety of languages and accents. In addition, 8x8 has doubled the number of supported languages for live web chats, enhancing real-time chat translation.
The platform has also introduced 8x8 Contact Center Video Elevation, a feature allowing customers to share their mobile camera feed with agents to facilitate visual assessments. This capability is particularly useful for visually evaluating damages or helping customers in technical processes.
8x8 has released an updated version of its Supervisor Workspace offering a customisable and intuitive interface for contact centre performance enhancement. This update aims to provide more efficient supervision through enhanced insights and management capabilities.
For users operating within Azure Virtual Desktop environments, 8x8 has now integrated improved call quality on both desktop and web platforms. This is designed to address the specific needs of telephony users in virtual desktop settings.
The company also rolled out features such as bulk messaging support, which allows SMS messages to be disseminated to up to 50 recipients simultaneously. This feature is aimed at industries requiring mass communication capabilities, such as recruiting. A bulk message room keeps track of these communications for effective management.
Enhanced call queue management is now possible thanks to a new public API providing real-time and historical analytics data within 8x8 Work. Team leaders can use this data to act decisively and support users efficiently.
Moreover, 8x8 has strengthened its partnership with Descope, allowing businesses to integrate customer identity and access management solutions and enhance security through no-code visual workflows. There are also enhancements regarding voice bots, which now streamline billing and payment processes.
"Our continued pace of innovation is a testament to 8x8's commitment to delivering the latest in CX-driven enhancements to our customers every single day," said Hunter Middleton, Chief Product Officer at 8x8. "With each update, we are not just keeping up with the demands of the market, we are anticipating them. By investing in AI-driven tools that bridge CX gaps across every touchpoint in the customer journey, we empower businesses to enhance engagement and achieve successful outcomes."
8x8 continues to position itself as a leader in the communications platform market, having recently been named a 'Leader' in the 2024 Gartner Magic Quadrant for Unified Communications as a Service and recognised in the Magic Quadrant for Contact Center as a Service for the tenth consecutive year.
