Global cloud communications leader 8×8, Inc. has recently revealed plans for extending their award-winning integrated Customer Experience (CX) platform to include advanced AI functionality, improved analytics, and seamless mobile identity verification, helping businesses overcome common hurdles related to digital transformation and customer retention.
With the new solution in place, companies will be able to address their most pressing problems including time-consuming AI implementation, lack of information about current performance of call queues, and high attrition during user login process. By embedding all the innovations directly within the 8×8 Platform for CX, enterprises will finally have an opportunity to improve their processes without having to invest in extra technologies.
Filling the CX Gap With New Innovations
“These updates didn’t come from a roadmap exercise – every capability that we introduce exists because a customer hit a wall,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “They couldn’t see what was happening in their queues, or they couldn’t get AI off the ground without a six-month integration project, or they were losing customers at login. We build because customers need it, and these gaps were actually costing people.”
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CX Platform Improvements Provided by 8×8 AI:
- Quick AI Agent Design and Implementation: 8×8 AI Studio is a new early availability feature that lets organizations create voice and digital AI agents using natural language prompts, avoiding typical AI development problems and making implementation quicker via existing communication pathways.
- Latest Analytics: Live dashboards are now available for the 8×8 Work Analytics product range, allowing IT teams to access information about the quality of calls made, calls that were not answered, and the condition of devices in real-time.
- Universal SDK for Integration: A universal SDK is provided by 8×8 to enable integration with various technological environments. This means partners and customers can integrate their own 8×8 CX products in third-party CRMs and other software platforms without the necessity of using professional services.
- Seamless Mobile Authentication: In order to eliminate issues such as SIM swapping, as well as address issues with abandoned logins, 8×8 Silent Mobile Authentication uses carrier-based data through the GSMA Open Gateway API to verify users seamlessly, without requiring one-time passwords.
- Optimizing Frontline Performance: The ubiquity of the 8×8 Engage solution has enabled sophisticated management and accountability capabilities within non-typical contact center jobs like those performed by field technicians and back-office employees.
- Insights into Contact Centers: By using 8×8 Focus Time Metrics, managers will be able to measure how the agents handle multiple digital conversations. In doing so, they will gain insight into where the agent’s focus lies and how frequently they converse.
Commitment to Security and Ethics of Artificial Intelligence With the continuous innovation of 8×8, the firm stays committed to data protection and ethical use of artificial intelligence technology. The 8×8 Platform for CX utilizes “Privacy by Design” principles, which follow global security practices and stringent compliance protocols to protect customers’ information.
