8x8 has updated its XCaaS contact center to include AI-powered self-service, improved agent visibility, and new integrations.
The Software as a Service provider is also launching updates to its unified communications platform with mobile administration enhancements, audit history in the admin console, messaging improvements, and certifications.
XCaaS (Experience Communications as a Service) is a cloud communications deployment model which combines Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Launched in 2021, the solution is designed to enhance hybrid agent experiences.
Hunter Middleton, Chief Product Officer at 8x8, said: "Organizations are constantly evolving, so it’s imperative that their technology vendors anticipate and prepare for those changes by evolving themselves.
We are continuing to innovate and advance our 8x8 XCaaS cloud contact center and communications platform to ensure that our customers always have the tools and resources they need to guarantee exceptional employee and customer engagement.
8x8 Contact Center Updates
Earlier this month, 8x8 announced that its contact center would be gaining a string of AI updates, including 8x8 Intelligent Customer Assistant.
8x8 Intelligent Customer Assistant is a conversational AI solution that allows organizations to create automated self-service interactions over digital channels.
The benefits of this AI technology include quicker first contact resolution via end-to-end automation, reduced agent workload through performing repetitive tasks, and personalized customer interactions using pre-built integrations.
The AI customer assistant also improves decision-making with analytics tools for managers.
8x8 Agent Workspace, which was launched around a year ago, has now been updated.
The dashboard offers users a single view of agents and queues plus, in one click, see the availability of co-workers and service demand levels.
Third-party integrations can also help to bolster agent productivity and customer experience, according to 8x8.
The Microsoft Dynamics 365 integration, for example, has a Customer Service module, which improves agent productivity by adding a communications center feature into critical workflows. It also enhances customer engagement by allowing agents to personalize interactions.