8x8 Delivers Latest AI Advancements and Customer Engagement Capabilities to Cloud CX Platform
8x8 (NASDAQ: EGHT) has announced significant enhancements to its cloud platform, introducing advanced AI-powered features and expanded customer engagement capabilities. Key improvements include AI-powered transcriptions with enhanced language support, Contact Center Video Elevation for visual customer assistance, and extended availability of Supervisor Workspace. The platform now offers improved call quality for Azure virtual desktop environments, bulk messaging support, and enhanced call queue management. According to Metrigy's report, companies using AI see revenue increases of 17.9%, customer ratings up 22.3%, and agent efficiency improvements of 21.8%.
8x8 (NASDAQ: EGHT) ha annunciato significative migliorie alla sua piattaforma cloud, introducendo funzionalità avanzate potenziate dall'IA e capacità di coinvolgimento del cliente ampliate. Tra i principali miglioramenti ci sono le trascrizioni potenziate dall'IA con supporto linguistico avanzato, il Contatto Video Elevation per assistenza clienti visiva, e la disponibilità estesa dello Supervisor Workspace. La piattaforma offre ora una qualità delle chiamate migliorata per gli ambienti desktop virtuali Azure, supporto per messaggi di massa e gestione avanzata delle code di chiamata. Secondo il rapporto di Metrigy, le aziende che utilizzano l'IA registrano aumenti di fatturato del 17,9%, valutazioni dei clienti in aumento del 22,3% e miglioramenti dell'efficienza degli agenti del 21,8%.
8x8 (NASDAQ: EGHT) ha anunciado mejoras significativas en su plataforma en la nube, introduciendo características avanzadas potenciadas por IA y capacidades de compromiso del cliente ampliadas. Las principales mejoras incluyen transcripciones potenciadas por IA con soporte de idiomas mejorado, Contact Center Video Elevation para asistencia visual al cliente, y una mayor disponibilidad de Supervisor Workspace. La plataforma ahora ofrece una mejor calidad de llamada para entornos de escritorio virtual de Azure, soporte para mensajería masiva y gestión mejorada de colas de llamadas. Según el informe de Metrigy, las empresas que utilizan IA ven aumentos en los ingresos del 17,9%, valoraciones de clientes aumentadas en un 22,3% y mejoras en la eficiencia de los agentes del 21,8%.
8x8 (NASDAQ: EGHT)는 클라우드 플랫폼에 대한 중요한 개선 사항을 발표하며, 고급 AI 기반 기능 및 확장된 고객 참여 기능을 도입했습니다. 주요 개선 사항으로는 언어 지원이 강화된 AI 기반 전사, 시각적 고객 지원을 위한 컨택 센터 비디오 엘리베이션, 그리고 슈퍼바이저 작업 공간의 확장된 가용성이 있습니다. 플랫폼은 이제 Azure 가상 데스크톱 환경에서 개선된 통화 품질, 대량 메시징 지원 및 향상된 콜 큐 관리 기능을 제공합니다. Metrigy의 보고서에 따르면 AI를 사용하는 기업은 17.9%의 수익 증가, 고객 평가가 22.3% 증가, 그리고 에이전트 효율성이 21.8% 향상됩니다.
8x8 (NASDAQ: EGHT) a annoncé des améliorations significatives de sa plateforme cloud, introduisant des fonctionnalités avancées alimentées par l'IA et des capacités d'engagement client élargies. Les principales améliorations incluent des transcriptions alimentées par l'IA avec un meilleur support linguistique, Contact Center Video Elevation pour une assistance visuelle aux clients, et une disponibilité étendue de Supervisor Workspace. La plateforme offre désormais une qualité d'appel améliorée pour les environnements de bureau virtuel Azure, un support pour la messagerie de masse et une gestion améliorée des files d'attente d'appels. Selon le rapport de Metrigy, les entreprises utilisant l'IA constatent des augmentations de revenus de 17,9%, des évaluations clients en hausse de 22,3% et des améliorations de l'efficacité des agents de 21,8%.
8x8 (NASDAQ: EGHT) hat bedeutende Verbesserungen an seiner Cloud-Plattform angekündigt und fortschrittliche KI-gestützte Funktionen sowie erweiterten Kundenengagementfähigkeiten eingeführt. Zu den wichtigsten Verbesserungen gehören KI-gestützte Transkriptionen mit verbessertem Sprachsupport, Contact Center Video Elevation für visuelle Kundenassistenz und eine erweiterte Verfügbarkeit des Supervisor Workspace. Die Plattform bietet jetzt eine verbesserte Sprachqualität für Azure-virtuelle Desktop-Umgebungen, Unterstützung für Massennachrichten und ein verbessertes Anrufwartemanagement. Laut dem Bericht von Metrigy sehen Unternehmen, die KI nutzen, Umsatzsteigerungen von 17,9%, Kundenbewertungen von 22,3% und Verbesserungen der Effizienz von Agenten um 21,8%.
- AI implementation showing significant metrics: 17.9% revenue increase, 22.3% customer rating improvement, and 21.8% agent efficiency boost
- Platform expansion with new features including AI-powered transcriptions and video capabilities
- Enhanced global reach through doubled language support for live web chats
- Integration with Azure improving call quality for virtual desktop environments
- Named Leader in 2024 Gartner Magic Quadrant for both UCaaS and CCaaS
- None.
Insights
The platform updates represent meaningful advancements in 8x8's competitive positioning within the cloud communications market. The integration of OpenAI's Whisper model for improved transcription accuracy and expanded language support addresses a critical market need for global enterprises. The new video elevation feature for contact centers provides a significant differentiation point, enabling more efficient problem resolution.
The enhanced Azure Virtual Desktop integration and bulk messaging capabilities show strategic alignment with enterprise requirements. However, while these features are impressive technically, they represent incremental improvements rather than revolutionary changes. The real value proposition lies in the platform's integrated approach, combining UCaaS and CCaaS with a 99.999% uptime SLA.
The Metrigy report statistics citing
Recent Platform Innovations include Contact Center AI Enhancements and More Extensive Customer Engagement Capabilities
According to the recent Metrigy report, Customer Experience Optimization 2024-25, companies overwhelmingly see improvements through the use of AI with revenue up
Recent platform innovations to enhance customer and employee engagement include:
- Increased AI-powered Language Support and Accuracy for 8x8 Contact Center: Significant advancements to language support and real-time accuracy powered by the latest OpenAI Whisper model, delivering best-in-class accuracy for select languages and stronger performance with different accents. 8x8 also doubled the number of supported languages for live web chats, extending real-time chat translation to a broader global audience to foster more seamless multilingual interactions. Expanded text-to-speech capabilities offer support for over 40 languages, unlocking enhanced analytics, interaction insights and performance metrics that span the 8x8 platform, and empower a wide range of users to drive increased efficiency, boost employee productivity, and elevate customer satisfaction.
- 8x8 Contact Center Video Elevation: Video Elevation provides agents with one-way video capabilities directly in the contact center to allow customers to share their mobile camera, enabling agents to visually assess, for example, damage to a property rental or to see where a customer is in the process of assembling a product. 8x8 Contact Center Video Elevation helps agents troubleshoot issues more effectively, especially when there are language barriers or uncertainty about an issue’s specific geographical location, as agents can capture exact geolocations and even screenshots of what is being shown.
- Extended Availability of 8x8 Supervisor Workspace: The latest release of 8x8 Supervisor Workspace introduces a customizable, easy-to-use, and intuitive user interface to enhance contact center performance with personalized, automated supervisor experiences. Available on both desktop and through an intuitive mobile experience, 8x8 Supervisor Workspace centralizes visibility and actions while offering insights, assistance, and guidance, enabling contact center leaders to view, monitor, and manage agent and queue activity efficiently.
- Improved Quality for Azure Virtual Desktop Environments: 8x8 Work, for both desktop and web, are now integrated with Azure to improve the quality of audio calls. This optimization is specifically designed for telephony users working within an Azure Virtual Desktop environment.
- Bulk Messaging Support: SMS messages can now be sent to up to 50 numbers or contacts at once in 8x8 Work, specifically benefiting industries, such as recruiting, that require the ability to send the same message to multiple contacts. Additionally, a bulk SMS message room is created to provide details around when and to whom each message was sent allowing recipients and responses to be managed individually.
- Enhanced Call Queue Management: The new Public API for call queues provides real-time and historical analytics data directly in 8x8 Work, enabling team leaders to take quick action and proactively support users.
- 8x8 CPaaS Integration with Descope CIAM: 8x8’s partnership with Descope, a drag-and-drop customer identity and access management (CIAM) platform, empowers businesses to enhance security, outsmart fraud, and deliver a secure, frictionless experience for customers. With Descope's no-code visual workflows, businesses can effortlessly create and customize entire user journeys, integrate authentication, authorization, and identity management into any app, and effectively prevent fraud and bot attacks.
- Voice Bots for Billing and Payments: 8x8 voice bots streamline billing by automating payment reminders, debt negotiations, and more, reducing manual labor costs. Organizations can boost responsiveness through number anonymization, follow up with SMS, and by capturing every interaction with call recording and speech recognition.
“Our continued pace of innovation is a testament to 8x8’s commitment to delivering the latest in CX-driven enhancements to our customers every single day,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “With each update, we are not just keeping up with the demands of the market, we are anticipating them. By investing in AI-driven tools that bridge CX gaps across every touchpoint in the customer journey, we empower businesses to enhance engagement and achieve successful outcomes.”
These updates reaffirm 8x8’s position as a leading business communications, CX, and CPaaS platform provider. The 8x8 integrated cloud contact center and unified communications platform includes contact center, business phone, video meetings, team chat, and SMS capabilities in a single-vendor solution. The platform is built on a resilient, secure, and compliant platform, which offers the highest levels of reliability with financially backed, platform-wide
8x8 customers can view the on-demand 8x8 webinar to learn more about the latest customer and employee experience enhancements.
Recently, 8x8 was named a Leader in the 2024 Gartner Magic Quadrant for Unified Communications as a Service1. This is the thirteenth consecutive year 8x8 has been recognized as a Leader in this report. 8x8 was also recognized in the 2024 Gartner® Magic Quadrant™ for Contact Center as a Service2. This is the tenth consecutive year 8x8 has been recognized in this report.
[1] Gartner Magic Quadrant for Unified Communications as a Service, Pankil Sheth, Megan Fernandez, Christopher Trueman, Rafael Benitez, October 7, 2024. This Magic Quadrant report name has changed from 2015 onwards- 2015-2023: Magic Quadrant for Unified Communications as a Service, Worldwide, 2014: Magic Quadrant for Unified Communications as a Service, North America With Additional Regional Presence, 2012-2013: Magic Quadrant for Unified Communications as a Service,
[2] Gartner® Magic Quadrant™ for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, October 28, 2024.
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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8x8 undertakes no obligation to update any forward-looking statements.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is a leading provider of integrated contact center, voice communications, video, chat, and SMS solutions built on one global cloud platform. 8x8 uniquely eliminates the silos across the entire organization to power the communications and customer engagement requirements of all employees globally as they work together to deliver differentiated customer experiences. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X and Facebook.
8x8® is a trademark of 8x8, Inc.
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FAQ
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