8x8 XCaaS Enhancements Improve Agent, Customer Experience, Company Says

8×8 has released enhancements to the 8×8 XCaaS (experience communications as a service) integrated cloud contact center and unified communications platform. The goal is to advance the agent, administrator and customer experience.

Key enhancements of the 8×8 contact center include an 8×8 intelligent customer assistant. This conversational AI solution enables businesses to create automated self-service interactions across digital channels. 8×8 officials said it provides value to contact center operations while improving customer experiences. The assistant allows organization to increase first contact resolution with end-to-end automation; reduce agent workload when it comes to handling routine tasks; personalizes customer interactions with pre-built integrations; and optimizes decision-making with advanced, built-in analytics for managers.

The 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.

8×8’s Hunter Middleton

Hunter Middleton, chief product officer at 8×8, said that organizations are constantly evolving, making it imperative that technology vendors anticipate those changes.

“We are continuing to innovate and advance our 8×8 XCaaS cloud contact center and communications platform to ensure that our customers always have the tools and resources they need to guarantee exceptional employee and customer engagement,” Middleton said.

Deeper Integrations

8×8’s integration with Microsoft Dynamics 365, enhances agent productivity, the company said. It embeds communications and contact center functionality into key workflows and allowing agents to personalize every interaction for improved customer engagement and retention.

Additionally, 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.

New generally available feature updates for 8×8 unified communications include: mobile administration enhancements; unified communications audit history in the 8×8 admin console; SMS 10DLC application-to-person (A2P) registration; new phone and accessory certifications.