8x8 has released several UCaaS and CCaaS updates to its XCaaS platform designed to enhance the customer experience.
The UCaaS updates encompass enhancements to the 8x8 Work desktop, mobile and web experience, the user ability to click-to-call in the web browser, a web dialer Google Chrome extension, and multiple new features for the 8x8 Admin Console.
Hunter Middleton, Chief Product Officer at 8x8, commented:
Regardless of where you’re located in the world or which department you sit in within an organization, having technology that enables consistent experiences is a must. We provide the solutions that organizations need to provide seamless, tailored experiences for their customers and employees."
The contact centre additions include refinements to 8x8's Supervisor Workspace, contact centre analytics capabilities, agent performance tracking functionality, and improved customer journey mapping.
The features are generally available now.
"Our continued focus on innovation and advancing the 8x8 XCaaS platform demonstrates our commitment to providing our customers with the resources and tools they need," Middleton added.
8x8's XCaaS capabilities have also extended to South Korea, meaning 8x8 now provides full cloud Public Switched Telephone Network (PSTN) support for global businesses with users in 59 countries. The solution entails local direct numbers, toll-free numbers, and calling plans, in addition to support for local emergency services.
UCaaS Enhancements
The 8x8 Work desktop, mobile and web experiences have received several quality-of-life updates, including a loading icon alert when answering or declining a call and deactivating the Merge call button when a user is on a call without other active or on-hold calls. Also introduced are dedicated avatar icons for Auto Attendants, Ring Groups, and Call Queues. Other additions entail call logs for Ring Groups displaying admin-approved information and better contact cards for 8x8 Work and 8x8 Contact Centre users.
The 8x8 Admin Console has refinements to the French language version and an improved storage policy interface to streamline the user experience. Also added is the function for system admins to update Multi-Factor Authentication (MFA) challenge frequency for all users.
8x8's web dialer chrome extension automatically highlights most phone numbers in a web browser, enabling the user to dial directly from any web page or send SMS without app-switching. The web dialer can begin calls from 8x8 Work for Web when users cannot access the 8x8 Work desktop application.
Lastly, users can now click-to-call in the web browser without manually dialling a number.
CCaaS Enhancements
CCaaS enhancements include updates to the 8×8 Supervisor Workspace, combining analytics, performance management, and team admin functionalities within one interface.
That interface fulfils 8×8's ambition to build a "single pane of glass" offering that offers extra insight across the contact centre while introducing augmented AI.
