8x8, a cloud communications platform provider, has enhanced the 8x8 XCaaS(eXperience Communications as a Service) integrated cloud contact center and unified communications platform with a conversational artificial intelligence self-service solution, an audit history feature, enhanced mobile administration capabilities, and more.
Key feature enhancements for 8x8 Contact Center include the following:
- AI-powered self-service with the 8x8 Intelligent Customer Assistant, a conversational AI solution that enables businesses to create automated self-service interactions across digital channels.
- Enhanced Agent Visibility with the updated 8x8 Agent Workspace Dashboard for a single view of both agents and queues, coworker availability, and service demand levels with a single click.
- Deeper integrations with Microsoft Dynamics 365 and Salesforce.
Feature updates for 8x8 Unified Communications include the following:
- Mobile administration enhancements that surface key metrics, configurations, and parameters using the 8x8 Work for Mobile app, with visibility into incidents and updates, including activity metrics for inbound and outbound call volume.
- Unified communications audit history, including which changes were made, when, and by whom.
- SMS 10DLC application-to-person (A2P) registration for U.S. and Canadian organizations to comply with new SMS requirements and improve message deliverability.
- New phone and accessory options, including Yealink T5 series desk phones, Poly Edge E series desk phones, Poly and EPOS headsets, and SYNC series of USB accessories.
"Organizations are constantly evolving, so it's imperative that their technology vendors anticipate and prepare for those changes by evolving themselves," said Hunter Middleton, chief product officer of 8x8, in a statement. "We are continuing to innovate and advance our 8x8 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."