8×8 Enhances Customer & Employee Experience with New Platform

8×8, Inc., a leader in customer experience (CX) technology, has announced significant enhancements to its 8×8 Platform for CX. These updates include expanded 8×8 Secure Pay capabilities, advanced AI-driven features within the 8×8 Intelligent Customer Assistant, and new tools designed to enhance customer engagement and employee collaboration. The latest innovations aim to boost productivity and efficiency while enabling businesses to connect with customers across their preferred channels, ensuring seamless and superior interactions at every touchpoint.

Key Enhancements to the 8×8 Platform for CX

The latest updates to the 8×8 Platform for CX provide businesses with cutting-edge solutions to optimize customer interactions and streamline operations:

• Enhanced Digital Payments with 8×8 Secure Pay: Organizations can now offer customers a more seamless and secure payment experience, either with agent assistance or through fully automated processes using IVR across multiple channels, including SMS and email.
• AI-Powered, Secure Payments via 8×8 Intelligent Customer Assistant: Businesses can integrate 8×8 Secure Pay with the 8×8 Intelligent Customer Assistant, allowing customers to complete transactions without agent intervention. Payments can be processed by voice or keypad input, providing a secure and convenient 24/7 payment solution while improving payment capture rates.
• Voice Intelligent Directory for Faster Service: The newly introduced Voice Intelligent Directory enables callers to state their requests naturally, allowing AI to match them with the appropriate contact instantly. Integrated with 8×8 Contact Center and 8×8 Work, this feature streamlines call routing, improving customer service efficiency.
• Knowledge Base Shortcuts for Contact Center Agents: Agents can now quickly access relevant knowledge base articles and insert pre-populated FAQ responses into chats and emails. This feature enhances response accuracy and speeds up customer interactions by allowing agents to share relevant information in just a few clicks.
• Advanced Interaction Retrieval for Proactive Monitoring: The upgraded Interaction Retrieval widget within 8×8 Supervisor Workspace allows supervisors to efficiently locate and manage contact center interactions. Supervisors can access call logs, digital messages, voicemails, and transcriptions, along with the ability to bulk-download multiple interactions and retrieve archived conversations, significantly improving monitoring efficiency.

Also Read: Kaon Interactive Unveils Kaon Demo360+: AI-Powered B2B Engagement

• Streamlined Meeting Asset Sharing: 8×8 Meetings now supports easy sharing of essential post-meeting assets, including participant lists, recordings, chat logs, transcriptions, summaries, and action items. This ensures improved collaboration and informed decision-making after every meeting.
• Mobile Device Management (MDM) for Retail: Retail businesses can now benefit from MDM support and credential-free authentication for shared mobile devices. This feature is designed to improve security and efficiency in retail environments where employees need quick and secure access to devices without repeated logins.
• Desk Phones Multicast Paging: Organizations using supported Yealink and Algo 8180 phones can now leverage multicast paging for instant audio announcements. Cross-vendor compatibility allows seamless paging between Yealink, Poly, and Algo devices, enhancing communication efficiency in various workplace environments.
• Connect Multi-Channel Sender for Voice Messaging Campaigns: Businesses can now launch text-to-speech messaging campaigns directly from the 8×8 Connect multi-channel sender, adding voice messaging to their customer communication strategy for increased accessibility and engagement.

“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.”

With these latest advancements, 8×8 reinforces its commitment to providing businesses with the tools needed to enhance customer experiences, improve operational efficiency, and drive long-term success in a digital-first world.