Unified Communications

8x8 Conversation IQ

We’ve taken quality management and speech analytics, long reserved for the contact center, and made them available across the entire organization. See what Conversation IQ can do to bring consistency, professionalism, and insights to every interaction.

8x8 Work is now Citrix-certified

8x8 is now a Citrix Ready^TM Unified Communications Premium partner. With this certification, users are assured of the best voice quality while using 8x8 in the Citrix environment.

Frontdesk Enhancements

Our next-gen call handling experience continues to evolve. 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.

8x8 Work and Genesys Cloud CX Integration

This integration between the best-in-class UCaaS and CCaaS vendors makes it easier for contact center agents to collaborate and communicate with subject matter experts across the organization and deliver memorable customer experiences.

Contact Center

Agent Workspace:

It’s our most innovative, intuitive, agent-friendly interface ever. Meet Agent Workspace.

This design-led interface streamlines customer interactions with a more efficient and engaging way for agents to stay productive while delivering powerful customer experiences.

Unique functionality includes:

• Universally familiar, user-friendly digital and consumer design principles
• Powerful contact queuing and handling features that seek to enhance productivity and personalize both agent and customer engagement
• Streamlined, automated workflows that present agents with what they need, when they need it

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.

Features:

• Customer-initiated 2-way chat
• Agent Transcription history
• Agent Screen pop
• FAQ’s
• Agent Disposition codes
• Analytics: all reporting and analytics available for supported 8x8 CC social channels will be available for WhatsApp
• Scripting: Available scripting options that exist today for 8x8 CC social channels

Enhanced analytics for Contact Center

New Interactions Summary report provides an aggregated overview–a reality check– of where and how your customers are interacting with your company. Supervisors can easily identify unhealthy trends in the contact center and gain valuable information to make educated decisions to improve customer service.

Analytics for Contact Center also adds total values for agents or queues to real-time monitoring. This new feature allows supervisors to sum up real-time metrics for multiple agents and/or queues for display on dashboards and wallboards.

Globalization

PSTN replacement services in Thailand and Indonesia

8x8 can now fully replace PSTN services in 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.

Communication APIs

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, including SMS and chat apps. Unique features include prebuilt templates, unlimited workflow creation, and ability to integrate with your existing CRM and marketing tools.

8x8 Connect: Contacts API

With Contacts API, user contact details can now be automatically synced between 8x8 Connect and integrated CRMs. This eliminates the hassle of manually exporting and importing files whenever you wish to run a campaign on 8x8 Connect. Contacts API also allows you to view, create, update, delete contacts or contact groups.

Users on both 8x8 Connect and 8x8 Converse, no additional implementation is required - all contacts will be automatically synced.

8x8 Connect: Support Portal Enhancements

Users on both 8x8 Connect and 8x8 Converse, no additional implementation is required - all contacts will be automatically synced.

In the latest version of the Support Portal in 8x8 Connect, users are able to:

• Give ratings and feedback on their support experience directly from the ticket history view
• Access the chatbot for support article recommendations, to chat with an agent, or leave a message via contact form.

Jitsi as a Service: improved layouts, presentation screenshots, meeting moment highlights

Designed to level up your productivity during video meetings.

• Layout improvements during stage view: face-centering and resizable filmstrip
• Presentation screenshots automatically taken during a recorded meeting with active screen sharing
• Moment highlights: 90-seconds video segments generated during a recorded meeting, by manual triggers or participant reactions

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

All Releases

Summer 2022

Spring 2022

Winter 2022

Fall 2021

Summer 2021

Spring 2021

Winter 2021

Fall 2020