8x8: Wrapping Up 2024 with Innovation and Cheer
2024 has been transformative for many businesses. The way customers want to do business, on the channels they prefer, when it's most convenient for them has demanded that businesses become more agile and find ways to adapt while remaining efficient and cost effective. It’s certainly no easy task.
That’s why in 2024 the team at 8x8 has been transforming the way we do business. We have spent countless hours speaking to customers and prospects to understand their use cases and the business outcomes they are looking to achieve. Whether it is modernizing their tech stack, mitigating risk, elevating customer experiences, or maximizing operational efficiency, 8x8 is invested in creating technology and partnerships that will drive value for our customers and help solve these challenges.
With that being said, I would love to wrap up 2024 with my top 8 lists of product innovations from the 8x8 team this year. 8 is such a great number after all!
AI at 8x8
In addition to infusing AI into our products and platform, we’re pushing the envelope further by integrating the best AI vendor solutions into our composable Workspaces to deliver advanced capabilities. Our Contact Center AI enhancements accelerate agent wrap-up time and help agents provide more personalized experiences with external CRM integrations for AI summaries, improved transcription accuracy, and additional language support for real-time live chat.
8x8 Engage
We launched 8x8 Engage, merging UCaaS and CCaaS capabilities, empowering employees outside the contact center to collaborate seamlessly and manage customer interactions effectively, with AI and automation infused into their workflows. Communication and contact center capabilities come together in one easy-to-use interface, enabling all your customer-facing teams to deliver consistently positive experiences, anywhere, anytime.
8x8 for Microsoft Teams
We’ve enhanced our Microsoft Teams integration even further, making 8x8 the only Operator Connect provider with a Teams-certified contact center. Our Microsoft Teams integration within Agent Workspace allows agents to collaborate with experts outside the contact center—without leaving the customer interaction.
8x8 Video Elevation
Video elevation is an interaction channel within the 8x8 Contact Center that allows agents to visually diagnose and resolve customer problems. During phone interactions customers can instantly share one-way video, allowing agents to address issues that would otherwise require extensive back and forth over the phone, or costly in-person service. Agents can now escalate to one-way video, capture geolocation, and take screenshots to improve troubleshooting and efficiency.
8x8 Proactive Outreach
The messaging channel is exploding because let’s face it, we are all attached to our phones. With Proactive Outreach, UCaaS and CCaaS customers can now send highly personalized, one-to-many messages for marketing, reminders, and more, elevating personalization with customers. And when used combined with our Contact Center it means customers can connect directly with contact center agents, and take action immediately.
8x8 Supervisor Workspace
Supervisor Workspace is a fully customizable UI for contact center performance, with a single pane of glass for monitoring and managing the performance of agents and overall operations, available on both desktop and mobile. Supervisor assist provides AI-driven decision intelligence for proactive management, automated trend analysis, and performance-based alerts, insights, and guidance. One-click access to the best next action improves speed to correction, and the intelligent, context-aware workspace dynamically changes, presenting the ideal workspace for the tasks at hand.
8x8 Intelligent Customer Assistant for Voice and Chat
Our 8x8 Intelligent Customer Assistant uses conversational AI to deliver seamless self-service across voice and digital interactions. End-to-end automation means quicker service with higher first contact resolution for improved CSAT. Customers like Cape Air, saw a 90% reduction in duplicate calls because of the simplicity of administering the flows without having to wait for IT.
8x8 Meetings
We’ve also enhanced 8x8 Meetings with whiteboards, AI-powered summaries, and refreshed analytics to make collaboration easier than ever. The best video conferencing solution for businesses of any size. Fully secure, reliable, packed with features and ridiculously simple to use. Google plug-ins and Microsoft add-ins allow you to schedule meetings and invite participants directly in your calendar.
And to top it all off, we’ve been named a leader in the Gartner Magic Quadrant for UCaaS—for the 13th year and recognized in the Gartner Magic Quadrant for CCaaS for the 10th year in a row!
Cheers to the new year
As we step into the New Year with excitement and hope, we’re laser-focused on delivering the ultimate gift to our customers: engineering the most integrated Customer Experience Platform, seamlessly uniting contact center, unified communications, and CPaaS APIs to empower CX leaders with effortless customer interactions that drive sustainable growth and lasting impact. The 8x8 Platform for CX connects teams and customers worldwide, delivering the tools and insights CX leaders need to make smarter decisions, wow their customers, and spread cheer across every interaction. With AI at its core,our platform enables personalized journeys, enhances efficiency, and fosters effortless collaboration. We’re committed to helping our customers shatter limitations and deliver extraordinary experiences throughout their organizations.
If you missed any of these feature announcements or want more information, check out our seasonal releases on 8x8.com:
The best is yet to come! Cheers to the new year as we look forward to delivering even more innovation in 2025!
