8×8, Inc. Announces Enhancements to the 8×8 XCaaS™

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New feature updates include a powerful conversational AI self-service solution, a new audit history feature, enhanced mobile administration capabilities, and more

8×8, Inc. (NASDAQ: EGHT), a leading integrated cloud communications platform provider, today announced enhancements to the 8×8 XCaaS™ (eXperience Communications as a Service™ 8×8 XCaaS™

) integrated cloud contact center and unified communications platform to enhance the agent, administrator, and customer experience.

• AI-Powered Self-Service – 8×8 Intelligent Customer Assistant is a powerful, user-friendly, conversational AI solution that enables businesses to create automated self-service interactions across digital channels. It provides tremendous value to contact centre operations while improving customer experiences.
• Enhanced Agent Visibility – The updated 8×8 Agent Workspace Dashboard provides a single view of both agents and queues, along with the ability to see coworker availability and service demand levels with a single click.
• Deeper Integrations for Improved Agent Productivity and Customer Experience – The integration with Microsoft Dynamics 365, now in limited availability, includes the Customer Service module, enhancing agent productivity by embedding communications and contact centre functionality into key workflows and allowing agents to personalise every interaction for improved customer engagement and retention. A new generally available integration with Salesforce Sales Engagement allows agents to handle interactions faster while delivering more contextual and consistent experiences across every channel to meet and exceed customer expectations.

“Taking advantage of AI-based technologies for self-service has shown great potential, but in practice have been frustrating to deploy and use,” said Gary Boucher, Acer Program Manager. “We chose 8×8 Intelligent Customer Assistant over other vendors because of its robust features and ease of use. The overall simplicity belies its complexity on the back end. Additionally, it offers us the option to escalate to live assistance, when necessary, with a seamless handoff from the automated interaction to the contact centre agent.”

“Organisations are constantly evolving, so it’s imperative that their technology vendors anticipate and prepare for those changes by evolving themselves,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “We are continuing to innovate and advance our 8×8 XCaaS cloud contact centre and communications platform to ensure that our customers always have the tools and resources they need to guarantee exceptional employee and customer engagement.”