8x8 has revealed a series of new enhancements to its 8x8 Platform for CX to boost customer and employee engagement.
“8x8 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,”
Hunter Middleton, Chief Product Officer at 8x8, said.
The enhancements will allow organizations to deliver more personalized and intelligent interactions across the CX Platform.
CX Enhancements for Customers
The 8x8 Platform for CX is a unified, AI-powered solution that integrates 8x8 Contact Center, 8x8 Work, and communication APIs into a single cloud-native solution.
Its all-in-one nature aims to break down silos between UCaaS and CCaaS, enabling seamless omnichannel engagement across voice, video, chat, and messaging channels while providing real-time insights and AI-driven tools to optimize customer journeys.
The platform now includes a raft of new features aimed at enhancing the external and internal use of the platform.
RCS Business Messaging for 8x8 Contact Center and communication APIs are now available, enabling secure, branded interactions with advanced inbound and outbound messaging capabilities.
Secure payment and digital wallet support via AI-powered tools are now supported in 8x8 Secure Pay, which integrates Apple Pay and Google Pay, allowing customers to complete transactions via SMS links without manual card entry.
New AI enhancements include interaction summaries, custom transcription dictionaries for industry-specific terminology, and intelligent chat tools such as AI-generated summaries and tone-adjusted message composition.
CX Upgrades for Employees
Upgrades made on the 8x8 Platform for CX are also targeting the agents handling the customer interactions to ensure the benefits are bidirectional.