Business
8x8 Adds New Contact Center and Administrative Enhancements to 8x8 XCaaS Platform
New Feature Updates Include Powerful Conversational AI Self-Service Solution, New Audit History Feature, Enhanced Mobile Administration Capabilities, and
About this update from 8x8 Inc
[{"type":"text","content":"\nNew Feature Updates Include Powerful Conversational AI Self-Service Solution, New Audit History Feature, Enhanced Mobile Administration Capabilities, and More\n\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\n8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud communications platform provider, today announced enhancements to the 8x8 XCaaS™ (eXperience Communications as a Service™) integrated cloud contact center and unified communications platform to enhance the agent, administrator, and customer experience.\n\n\nKey feature enhancements for 8x8 Contact Center include:\n\n\n\nAI-Powered Self-Service – Recently launched, 8x8 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 center operations while improving customer experiences. 8x8 Intelligent Customer Assistant offers organizations the following:\n\n\nQuickly increases first contact resolution with end-to-end automation.\n\n\n\nReduces agent workload by handling routine tasks.\n\n\n\nPersonalizes customer interactions with pre-built integrations.\n\n\n\nOptimizes decision-making with advanced, built-in analytics for managers.\n\n\n\n\n\n\nEnhanced Agent Visibility – the updated 8x8 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.\n\n\n\nDeeper Integrations for Improved Agent Productivity and Customer Experience:\n\n\nThe integration with Microsoft Dynamics 365, now in limited availability, includes the Customer Service module, enhancing agent productivity by embedding communications and contact center functionality into key workflows and allowing agents to personalize every interaction for improved customer engagement and retention.\n\n\n\nA 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.\n\n\n\n\n\n\n\"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 8x8 Int...