8×8 has revealed a series of new enhancements to its 8×8 Platform for CX to boost customer and employee engagement.
“8×8 sits at the forefront of innovation, providing organizations with the tools to personalize capabilities for their customers and remain relevant amidst the evolving technology landscape,”
Hunter Middleton, Chief Product Officer at 8×8, said.
The enhancements will allow organizations to deliver more personalized and intelligent interactions across the CX Platform.
CX Enhancements for Customers
The 8×8 Platform for CX is a unified, AI-powered solution that integrates 8×8 Contact Center, 8×8 Work, and communication APIs into a single cloud-native solution.
Its all-in-one nature aims to break down silos between UCaaS and CCaaS, enabling seamless omnichannel engagement across voice, video, chat, and messaging channels while providing real-time insights and AI-driven tools to optimize customer journeys.
The platform now includes a raft of new features aimed at enhancing the external and internal use of the platform.
RCS Business Messaging for 8×8 Contact Center and communication APIs are now available, enabling secure, branded interactions with advanced inbound and outbound messaging capabilities.
Secure payment and digital wallet support via AI-powered tools are now supported in 8×8 Secure Pay, which integrates Apple Pay and Google Pay, allowing customers to complete transactions via SMS links without manual card entry.
New AI enhancements include interaction summaries, custom transcription dictionaries for industry-specific terminology, and intelligent chat tools such as AI-generated summaries and tone-adjusted message composition.
CX Upgrades for Employees
Upgrades made on the 8×8 Platform for CX are also targeting the agents handling the customer interactions to ensure the benefits are bidirectional.
New features include an 8×8 AI Agent Boost, which provides real-time, contextual assistance within the Agent Workspace, improving response accuracy and workflow efficiency.
Post-call analytics via 8×8 Engage and 8×8 Conversation IQ deliver deeper insights through sentiment analysis, talk-time breakdowns, and keyword tracking, extracted automatically from call logs and recordings.
Additionally, 8×8 Engage allows enhanced queue management for agents to pause call queues during active calls or meetings, reducing burnout, while 8×8 Frontdesk upgrades enable receptionists to route calls more contextually.
Accessibility updates ensure WCAG 2.1 AA compliance across 8×8 Work, with improved screen reader compatibility for inclusive design.
Additionally, expanded cordless coverage via Yealink DECT systems supports seamless call handling in large facilities, ensuring scalability and reliability.
Together, these bidirectional updates are intended to make the 8×8 Platform for CX deliver faster, more personalized, and accessible customer experiences while optimizing agent performance and operational flexibility.
8×8’s Capabilities
These upgrades to its 8×8 Platform for CX follow last month’s announcements, when many of these solutions were first announced.
Announcing a raft of new features, last month 8×8 launched four major solutions: 8×8 Engage, 8×8 JourneyIQ, RCS Business Messaging support for 8×8 Contact Center, and 8×8 AI Orchestrator.
All such solutions were built into the 8×8 Platform for CX.
