8x8 has released a series of updates across its XCaaS platform, which blends its CCaaS and UCaaS solutions.
The emphasis again appears to be on the contact center, with a flurry of service-based innovation compounding 8x8’s newfound focus to lead with CCaaS.
That flurry begins with a raft of enhancements to the 8x8 Supervisor Workspace that combines analytics, performance management, and team admin capabilities within a single interface.
With that interface, 8x8 now strives to create "single pane of glass" view by consolidating additional insight across the contact center and introducing augmented AI.
For example, the vendor has added the ability to spotlight real-time agent trends with embedded analytics. That allows supervisors to course-correct agent performance, support well-being, and show timely recognition for excellent customer conversations.
Also, leaders can now customize their workspace - without the use of code - and leverage the 8x8 Supervisor Workspace from their preferred browser.
Elsewhere, 8x8 has added agent metrics to its reporting tools, extended the time for IVR callbacks from six to 72 hours, and created a deeper Microsoft Dynamics 365 integration.
The latter now allows agents to access email for Microsoft Dynamics 365 within the 8x8 Contact Center – removing the monotonous need to switch between platforms.
New UCaaS & CPaaS Innovation
In UCaaS, 8x8 unveiled several enhancements to its 8x8 Work desktop. These include: a loading sign alert when picking up or rejecting a call, avatar icons for Auto Attendants, and logs for Ring Groups.
The vendor also released a French version of its Admin Console, a Web Dialer Chrome Extension, and 8x8 Work for Web Click-to-Call.
Yet, that’s not all. 8x8 also expanded its CPaaS platform, pulling it into the XCaaS fold.