Business communications platform provider 8x8 has updated the 8x8 Platform for CX, enabling it to turn every conversation into governed contextual memory, giving human and artificial intelligence agents the context they need to pick up where the last conversation ended.
"Customers expect whoever picks up, including an AI agent, to already know what came before," said Hunter Middleton, chief product officer of 8x8, in a statement. "These updates make that the default, so when a customer reaches someone, the history is already in front of them. Customers now expect that continuity from every interaction."
8x8 Agent Workspace< now includes Customer 360, which keeps every agent interaction in context. Drawing on the platform's governed contextual memory, Customer 360 puts customers' full interaction history in one view, with AI sentiment and topic insights added where speech analytics is in place.
8x8 Agent Workspace now includes the following:
- 8x8 AI Studio agents run across voice, SMS, WhatsApp, 8x8 Work, and web. Returning callers are recognized instantly.
- In 8x8 Contact Center, the same AI works side by side with human agents, surfacing answers and logging notes in real time.
- 8x8 JourneyIQ, now on the 8x8 App Store, draws on the same memory layer to show every voice interaction across 8x8 Engage, 8x8 Work, 8x8 Contact Center, and 8x8 AI Studio in one place, so teams see what came before and where calls transfer, stall, or drop. A visual path map makes each transfer easy to spot.
- The 8x8 for Salesforce Chrome Extension keeps screen pop, interaction logging, and automated record creation working across voice and other channels, with no extra license, so the context from every call keeps reaching the CRM.
- Call as Company lets 8x8 Engage users place calls that show the company number instead of an individual work number. Administrators control the number each user shows, so caller ID stays consistent.