At a glance:

  • Meet 8x8 Agent Workspace - our most innovative, intuitive, agent-friendly interface, ever.
  • 8x8 Conversation IQ brings quality management and speech analytics to UC users.
  • Integration with Genesys Cloud CX™ contact center for 8x8 Work UC users.
  • 8x8 pure cloud PSTN solution reaches 50 countries, including Indonesia and Thailand.
  • Expanded call handling capacity for 8x8 Frontdesk.
  • Support for Virtual Desktop environments with Citrix certification of 8x8 Work.
  • New Interactions Summary and enhanced analytics for 8x8 Contact Center.
  • WhatsApp is now supported as an interaction channel for 8x8 Contact Center.
  • Jitsi as a Service: improved layouts, presentation screenshots, meeting moment highlights.
  • 8x8 Connect enables no-code, drag-and-drop workflows for API integration. Watch the webinar.

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Organizations strive to provide the most effective communications tools to their employees to improve productivity and business efficiency.

Yet, it’s the relatively small subset of users, inhabiting the rarified air of an organization’s contact centers, that always seem to benefit from the richest set of capabilities. From user experience to analytics and integrations, contact center agents are well-equipped to deal with the daily demands of direct customer interaction.

However, in the evolving world of flexible work and matrix organizations, customer experience is no longer the sole preserve of the contact center. Account teams, post-sales specialists and many other workgroups might be playing an ever-increasing role in customer satisfaction impacting interactions, but they are often only equipped as standard UC users.

This quarter’s announcement of 8x8 Conversation IQ further delivers on the promise of 8x8 eXperience as a Service (XCaaS) to eliminate the disconnect between the once parallel universes of UCaaS and CCaaS. Conversation IQ does this by democratizing the key capabilities of quality management and speech analytics and enabling these formerly CC-centric tools to be applied to any user, in any role, anywhere in the organization.

This update also features the exciting reveal of our best-ever CC user experience in Agent Workspace and much more besides, so please read on:

1. 8x8 Agent Workspace

Meet our most innovative, intuitive, agent-friendly interface, ever. This design-led interface streamlines customer interactions with a more efficient and engaging way for agents to stay productive while delivering powerful customer experiences. Learn more.

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2. 8x8 Conversation IQ

Brings quality management and speech analytics to UC users. Test your IQ here.

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3. 8x8 Work for Genesys Cloud CX

This partnership offers the best-in-class UCaaS integration to Genesys Cloud CX customers and makes it easier for contact center agents to collaborate and communicate with subject matter experts across the organization and deliver memorable customer experiences. Learn more.

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4. 8x8 pure cloud PSTN solution reaches 50 countries

8x8 can now provide full cloud-based PSTN replacement services in over 50 countries with the addition of Indonesia, Taiwan and Thailand. We remain committed to expanding our support for multinational organizations looking to extend their investment in the highly-skilled and well-resourced local workforce. Learn more.

8x8 Inc.

5. 8x8 Frontdesk enhancements

We've nearly doubled call handling capacity to 10 per receptionist. Frontdesk is now available in the browser, directly inside 8x8 Work for Web. There's no better time to migrate your Switchboard Pro users to 8x8 Frontdesk. See what’s new.

8x8 Inc.

6. Citrix Ready certification of 8x8 Work

8x8 is now a Citrix Ready Unified Communications Premium partner. With this certification, users are assured of the best voice quality while using 8x8 in the Citrix-based virtual desktop environment.  Try it now.

8x8 Inc.

7. Enhanced analytics for Contact Center

The new Interactions Summary report provides an aggregated overview of where and how your customers are interacting with your company. Analytics for Contact Center also adds total values for agents or queues to real-time monitoring. Learn more.

8. WhatsApp for 8x8 Contact Center

WhatsApp is now supported as an interaction channel in X7 licenses! Businesses using 8x8 Contact Center can now easily communicate with customers using WhatsApp across the globe. Learn more.

9. Jitsi as a Service enhancements

Improved layouts, presentation screenshots, meeting moment highlights and more.

10. 8x8 Connect - Automation Builder

A no-code, drag-and-drop visual builder to automate communication workflows for all your needs. With the latest addition of voice API features, you can now design meaningful, contextualized interactions across different channels all from a single platform. Learn more.

8x8 Inc.

Want to see what else we delivered with this release? Check out the detailed release highlights or watch the webinar, and keep an eye out for our Summer release and more announcements in the months ahead.