At a glance our Winter 24 update includes:

  • AI Summarization for Speech Analytics
  • 8x8 Meetings Summarization
  • 8x8 Agent Workspace Contact Directory Search
  • 8x8 Contact Center Improved Email Handling
  • 8x8 Supervisor Workspace Enhancements
  • Admin Console Enhancements
  • 8x8 Work Success Center
  • 8x8 Phone Number Intelligence

Here at 8x8 we are ringing in the new year with new features to help boost customer satisfaction. In a world where customer trends are ever-evolving, we've made it our mission to stay one step ahead. Innovation isn't just a buzzword for us; it is a commitment to enhancing your customer experience. We are constantly innovating to ensure that every customer interaction is meaningful, efficient, and secure.

One of the biggest boosts to customer satisfaction: artificial intelligence (AI)

For customers who utilize Speech Analytics, we have kicked off a limited beta of AI summarization. This feature automatically extracts key information from calls and pushes the summary and recorded interaction directly into a CRM for easy, centralized access, tracking, and reporting. To participate in the beta program, contact your CSM or email customer.labs@8x8.com.

To further meet the needs of modern work environments and user expectations, we have introduced 8x8 Meeting Summarization. In addition to existing post-meeting artifacts such as meeting highlights and content snapshots, these AI-generated summaries and action items allow meeting participants to have richer, meaningful conversations and constructive meetings, and enable critical follow-ups.

More highlights in this season’s update

Here are more highlights from this season’s release to help support meaningful and efficient customer experiences:

Agent Workspace Contact Directory Search

Allows agents to locate the right contacts quickly for enhanced efficiency and improved experience. Agents can easily revisit previous searches and receive refined messaging when no search results are found. Filter access has also been relocated to improve usability. Learn more

Improved Email Handling for 8x8 Contact Center

Agents can now handle emails from the Control Panel, the same place where they handle chats and phone interactions. When a customer follows up to an email, the agent is able to view the thread in the local CRM, allowing for improved agent efficiency and an omnichannel customer experience. Learn more

Supervisor Workspace Enhancements

8x8 Supervisor Workspace now supports seven different languages, automatically matching the selected language in 8x8 settings. In addition, a new criteria is now available in the top filter bar, allowing selection of different media, so users only see queues from inbound phone, outbound phone, voicemail, chat, and email. Learn more

Admin Console Enhancements

Enhancements include Export Audit Log for customer admins to generate a CSV report of Audit Events. With this, admins can manage their audit data according to their data governance and retention requirements. Also, the Admin Console dashboard now notifies and reminds customers who have purchased 8x8 Work Storage add-ons and have yet to configure them, helping to avoid a potential data loss. Learn more

8x8 Work Success Center

A new Success Center navigation option is available in the left-hand menu, offering centralized access to training courses and videos, the What’s New section, and support. Learn more

8x8 Phone Number Intelligence

The 8x8 Phone Number Intelligence feature verifies the legitimacy and responsiveness of phone numbers before sending out SMS messages, based on historical behavioral data as well as real-time traffic monitoring. The result? It provides a boost to deliverability rates and cost-savings for businesses, as well as enhanced customer trust and an unparalleled customer experience.

To learn more about these and other features included in our Winter 2024 update, check out the details here.