8×8 has made sweeping enhancements across its CCaaS platform, adding AI-powered voice self-service and extending its Salesforce integration.
The vendor also released enhancements to contact center video, scripting functions, and workspaces, alongside updates to its CPaaS and UCaaS capabilities.
Excited to share these "XCaaS" announcements, Hunter Middleton, Chief Product Officer at 8×8, said: "At 8×8 we are committed to providing our customers with a customer engagement, communications, and collaboration platform that not only offers the highest levels of innovation but is reliable and easy to use.
“Our highly tailored and seamless integrated cloud contact center and unified communications platform not only improves employee and customer communications and collaboration, but it does away with disjointed, siloed information and resources.
Middleton continued:
Instead, everyone across the entire organization is empowered to provide the best possible experiences for their customers, regardless of whether they sit in the contact centre or elsewhere, which leads to overall happier customers and employees, and positive business growth.
CCaaS Innovations
AI-powered voice self-service is now available for 8×8 Intelligent Customer Assistant. That enables businesses to map contact center journeys across digital and voice channels, minimize wait times, and provide instant access to highly personalized, natural interactions.
Contact center agents can now switch customer interactions to video from within the 8×8 Agent Workspace, where the vendor has also embedded native call-handling features.
A deeper Salesforce integration is also part of the release, allowing 8×8 Contact Center and Salesforce customers to send and receive SMS and WhatsApp messages.
New 8×8 scripting functions also allow admins to build out questions and quick replies to customers via web chat. These route back to agents, giving the context required to communicate live with customers.
Finally, the 8×8 Supervisor Workspace - first released in March this year - now includes interaction retrieval pages and access to Barge, Monitor, and Whisper within the Agent Table Widget.
It also offers enhanced filtering, a new widget showing trends in accepted interactions, multiple page creation and management, the option to change agent statuses, plus support for the French-Canadian language.
CPaaS Innovations
As teased last month, the new 8×8 Omni Shield solution enables companies to protect their customers from fraudulent SMS activity through automated fraud alerts, real-time notifications, live traffic monitoring, and instant phone number assessments.
Meanwhile, 8×8 Voice now allows customers to build automated phone systems to handle routing calls, capturing phone numbers, and more.
In addition, Smart Channel Routing locates telecom operators, which can provide a more cost-effective alternative to route SMS messages.