8x8’s Latest Platform Innovations Enable Organizations to Bridge Customer Experience Gaps and Deliver Superior End-to-end Customer Engagement
25 April 2024 - 11:00PM
Business Wire
Recent Platform Capabilities Include 8x8 Engage
for Cross-organization Customer Engagement, 8x8 Operator Connect
for Deeper Integration with Microsoft Teams, and New Bulk Messaging
Capabilities for Outbound Customer Engagement
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
highlighted the latest enhancements to the 8x8 integrated cloud
contact center and unified communications platform. These include
8x8 Engage for cross-organization customer engagement, Proactive
Outreach for 8x8 Contact Center and Unified Communications to
eliminate the reactive nature of customer service, and 8x8 Operator
Connect for Microsoft Teams to provide Public Switched Telephone
Network (PSTN) calling through Microsoft Teams Phone, as well as
enhanced collaboration features for employees and customers to
improve communication and service.
Recent innovations to enhance customer engagement throughout the
organization, further connect teams, expand to new channels, and
drive business success include:
- 8x8 Engage: An AI-powered, tailored solution that
enables cross-organization customer engagement for enhanced
customer experiences, fostering loyalty, and driving business
success. Intentionally engineered, 8x8 Engage addresses the
distinct needs of customer-facing employees outside of the contact
center with the right-fit tools and capabilities for delivering
consistent, successful outcomes.
- Proactive Customer Engagement: Proactive Outreach for
Unified Communications and Contact Center customers utilizes 8x8's
programmable SMS and WhatsApp capabilities to further enable
cross-organization customer engagement. It now allows CX
professionals to launch highly personalized mass messaging
campaigns through 8x8’s campaign management platform, with features
such as scheduling, advanced routing, reporting and analytics, and
more.
- 8x8 Operator Connect for Microsoft Teams: Now a
certified provider of Operator Connect for Microsoft Teams, 8x8
provides PSTN calling through Microsoft Teams Phone, powered by
Microsoft’s Operator Connect for approved third-party providers.
This addition to the 8x8 for Microsoft Teams portfolio provides a
reliable calling option that streamlines deployments through the
Teams admin center, and is from the only Operator Connect provider
with a native Contact Center Solution certified to integrate with
Teams.
- Meeting Whiteboards: Meeting participants can now
contribute to a whiteboard by drawing, writing, and connecting
items for more effective brainstorms, to better illustrate ideas,
and to boost real-time collaboration.
- The Line Official Notification Channel for Businesses:
The LINE Official Notification (LON) channel is available for
businesses to send one-way notifications, such as order
confirmations and payment reminders, to customers in Thailand and
Indonesia.
Further updates to 8x8’s cloud contact center and unified
communications platform include:
- Improved Analytics and Reporting: Organizations can now
use a new version of the Calls by DID report to track incoming call
activity to phone numbers, see aggregated call volumes, and review
how calls were handled at every number—regardless of how the call
was handled.
- 8x8 Work Usability and Interface Enhancements: New
features for 8x8 Work include:
- Enhanced internal caller identification, call details tooltip,
and voicemail log details
- The ability to toggle on/off the app startup sound
- Country-specific ringback tone while waiting for a call to be
answered
- Improved UI accessibility for screen readers
- Optimized search during an incoming call while the app is in
Compact mode
- Intuitive call forwarding when routing calls to a user on a
different PBX system
- Supervisor Workspace Interface Enhancements:
Enhancements include the ability to further personalize the
workspace by selecting and organizing which agent and queues
metrics and tables are visible to create a visually appealing view
of the key information supervisors require.
- Enhancements to 8x8 Smart Channel Routing: The feature
empowers businesses with cost-effective message delivery,
seamlessly routing SMS messages to specific telecom operators and
delivering them via alternative channels such as Viber. Other
improvements include the integration of new messaging channels,
offering more versatility by enabling one time password messages to
be routed to WhatsApp and Zalo.
- Improvements to the 8x8 CPaaS Platform:
- Self-registration for WhatsApp Business account and SMS Sender
ID on 8x8 Connect
- Intelligent routing in 8x8 voice solutions
- SMS integration with CleverTap
“At 8x8, we understand that all innovations should be
intentionally engineered to enable organizations to bridge gaps
between channels and teams, both internally and externally, to
drive superior customer experiences and business success,” said
Hunter Middleton, Chief Product Officer at 8x8, Inc. “By
introducing these recent enhancements to our integrated cloud
contact center and unified communications platform, which is now
expanding beyond the traditional CCaaS and UCaaS definitions to
also include 8x8 Engage, we are prioritizing solutions and
capabilities that will enable organizations to provide their
customers and employees with exceptional communication and
collaboration experiences at every step of the customer
journey.”
The 8x8 integrated cloud contact center and unified
communications platform includes contact center, business phone,
video meetings, team chat, and SMS capabilities in a single-vendor
solution. The platform is built on a resilient, secure, and
compliant platform, which offers the highest levels of reliability
with financially backed, platform-wide 99.999% uptime SLA across an
integrated cloud UCaaS and CCaaS solution.
8x8 customers can register for the upcoming 8x8 webinar to learn
more about the latest customer and employee experience
enhancements.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements. Readers
are cautioned that such forward-looking statements involve risks
and uncertainties that could cause actual events or our actual
results to differ materially from those expressed in any such
forward-looking statements. Readers are directed to 8x8’s periodic
and other reports filed with the Securities and Exchange Commission
(SEC) for a description of such risks and uncertainties. 8x8
undertakes no obligation to update any forward-looking
statements.
About 8x8, Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (Experience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS solution
built on one global cloud communications platform. 8x8 uniquely
eliminates the silos between Unified Communications as a Service
(UCaaS) and Contact Center as a Service (CCaaS) to power the
communications requirements of all employees globally as they work
together to deliver differentiated customer experiences. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, Twitter and Facebook.
8x8®, 8x8 XCaaS™, Experience Communications as a Service™,
Experience Communications Platform™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20240425139679/en/
8x8, Inc. Contacts:
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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