8x8 Delivers the Latest AI-Powered Platform Innovations to Drive Customer Experience Across the Entire Business
8x8, Inc. (NASDAQ: EGHT) has announced recent innovations to its cloud platform, enhancing customer and employee experiences. Key updates include:
1. 8x8 Intelligent Customer Assistant now supports voice interactions across multiple regions and languages.
2. Improved AI-powered transcriptions with expanded language support and integration with external CRMs.
3. Meeting summarization feature for easier follow-ups and action items.
4. Proactive Outreach for direct communication via SMS and WhatsApp.
5. Mobile-first Supervisor Workspace for on-the-go contact center management.
6. Silent Mobile Authentication for CPaaS customers, enhancing security and user experience.
7. Native WhatsApp integrations with customer engagement platforms.
These enhancements aim to improve customer engagement across organizations and drive business success.
8x8, Inc. (NASDAQ: EGHT) ha annunciato recenti innovazioni alla sua piattaforma cloud, migliorando l'esperienza per clienti e dipendenti. Le principali novità includono:
1. 8x8 Intelligent Customer Assistant ora supporta interazioni vocali in diverse regioni e lingue.
2. Trascrizioni potenziate dall'AI con supporto per più lingue e integrazione con CRM esterni.
3. Funzione di riassunto delle riunioni per facilitare i follow-up e gli elementi d'azione.
4. Approccio Proattivo per comunicazioni dirette tramite SMS e WhatsApp.
5. Spazio di lavoro per supervisori mobile-first per la gestione dei contact center in movimento.
6. Autenticazione mobile silenziosa per i clienti CPaaS, migliorando la sicurezza e l'esperienza utente.
7. Integrazioni native con WhatsApp per piattaforme di coinvolgimento clienti.
Questi miglioramenti mirano a ottimizzare il coinvolgimento dei clienti nelle organizzazioni e a guidare il successo aziendale.
8x8, Inc. (NASDAQ: EGHT) ha anunciado innovaciones recientes en su plataforma en la nube, mejorando la experiencia de clientes y empleados. Las actualizaciones clave incluyen:
1. Asistente Inteligente al Cliente 8x8 ahora admite interacciones por voz en múltiples regiones e idiomas.
2. Transcripciones mejoradas impulsadas por IA con soporte ampliado para idiomas e integración con CRM externos.
3. Función de resumen de reuniones para un seguimiento y elementos de acción más fáciles.
4. Alcance Proactivo para comunicación directa a través de SMS y WhatsApp.
5. Espacio de trabajo móvil para supervisores para la gestión de centros de contacto en movimiento.
6. Autenticación móvil silenciosa para clientes de CPaaS, mejorando la seguridad y la experiencia del usuario.
7. Integraciones nativas de WhatsApp con plataformas de compromiso del cliente.
Estas mejoras tienen como objetivo optimizar el compromiso del cliente en las organizaciones y fomentar el éxito empresarial.
8x8, Inc. (NASDAQ: EGHT)는 최근 클라우드 플랫폼의 혁신을 발표하며 고객과 직원 경험을 향상시켰습니다. 주요 업데이트 내용은 다음과 같습니다:
1. 8x8 지능형 고객 도우미는 이제 여러 지역 및 언어에서 음성 상호작용을 지원합니다.
2. AI 기반의 향상된 전사는 지원 언어가 확장되었고 외부 CRM과 통합됩니다.
3. 회의 요약 기능으로 후속 조치와 행동 항목 관리가 용이해집니다.
4. 선제적 연락을 위한 SMS 및 WhatsApp을 통한 직접 통신.
5. 모바일 우선 감독자 작업 공간으로 이동 중에도 연락 센터 관리를 지원합니다.
6. 무음 모바일 인증으로 CPaaS 고객의 보안 및 사용자 경험을 향상시킵니다.
7. Customer engagement platform과의 원주율 WhatsApp 통합.
이러한 향상된 기능은 조직 내 고객 참여를 향상하고 비즈니스 성공을 촉진하는 것을 목표로 하고 있습니다.
8x8, Inc. (NASDAQ: EGHT) a annoncé des innovations récentes sur sa plateforme cloud, améliorant l'expérience des clients et des employés. Les principales mises à jour incluent :
1. Assistant Client Intelligent 8x8 qui prend désormais en charge les interactions vocales dans plusieurs régions et langues.
2. Transcriptions améliorées alimentées par l'IA avec un support linguistique étendu et une intégration avec des CRM externes.
3. Fonction de résumé de réunion pour faciliter les suivis et les points d'action.
4. Prise de contact proactive pour une communication directe via SMS et WhatsApp.
5. Workspace mobile-first pour superviseurs pour la gestion des centres de contact en déplacement.
6. Authentification mobile silencieuse pour les clients CPaaS, renforçant la sécurité et l'expérience utilisateur.
7. Intégrations natives avec WhatsApp pour des plateformes d'engagement client.
Ces améliorations visent à optimiser l'engagement client au sein des organisations et à favoriser le succès commercial.
8x8, Inc. (NASDAQ: EGHT) hat kürzlich Innovationen zur Verbesserung seiner Cloud-Plattform vorgestellt, um die Erfahrungen von Kunden und Mitarbeitern zu optimieren. Wichtige Updates umfassen:
1. 8x8 Intelligente Kundenassistenz unterstützt jetzt Sprachinteraktionen in mehreren Regionen und Sprachen.
2. Verbesserte KI-gestützte Transkriptionen mit erweitertem Sprachsupport und Integration mit externen CRMs.
3. Meeting-Zusammenfassungs Funktion für einfachere Nachverfolgungen und Aktionspunkte.
4. Proaktive Ansprache für direkte Kommunikation über SMS und WhatsApp.
5. Mobile-first Supervisor-Arbeitsplatz für die Verwaltung von Contact Centern von unterwegs.
6. Stille mobile Authentifizierung für CPaaS-Kunden, die Sicherheit und Benutzererfahrung verbessert.
7. Native WhatsApp-Integrationen mit Kundenengagement-Plattformen.
Diese Verbesserungen zielen darauf ab, das Kundenengagement in Organisationen zu optimieren und den Geschäftserfolg voranzutreiben.
- Extension of 8x8 Intelligent Customer Assistant to support voice interactions
- Improved AI-powered transcriptions with expanded language support
- Integration of AI summarization with external CRMs
- Introduction of Meeting Summarization feature
- Launch of Proactive Outreach for direct customer communication via SMS and WhatsApp
- Development of mobile-first Supervisor Workspace
- Implementation of Silent Mobile Authentication for enhanced security
- None.
Insights
8x8's latest platform innovations represent a significant leap in AI-driven customer engagement solutions. The extension of the Intelligent Customer Assistant to support voice interactions is particularly noteworthy, as it bridges the gap between digital and voice channels, providing a more seamless customer experience.
The improved AI-powered transcription accuracy and expanded language support are important advancements. These enhancements lay the foundation for more effective data analysis and personalized customer interactions. The ability to leverage these improved transcriptions across multiple languages could be a game-changer for global businesses, potentially reducing language barriers and improving customer satisfaction across different regions.
The integration of AI summarization with external CRMs and the option to use external AI providers for summarizations demonstrate 8x8's commitment to flexibility and interoperability. This approach allows businesses to leverage their existing tech stack while benefiting from 8x8's advanced features, potentially reducing implementation costs and complexity.
The introduction of Proactive Outreach capabilities, especially through popular channels like SMS and WhatsApp, positions 8x8 to compete more effectively in the omnichannel customer engagement space. This feature could significantly enhance businesses' ability to reach customers proactively, potentially improving engagement rates and customer satisfaction.
Overall, these innovations align with the industry trend towards more intelligent, automated and personalized customer interactions. However, the real test will be in the implementation and adoption of these features by 8x8's customers and how effectively they translate into measurable improvements in customer experience and business outcomes.
8x8's latest platform enhancements reflect a strategic move to capitalize on the growing demand for AI-powered customer engagement solutions. The global contact center AI market is projected to grow from
The extension of the Intelligent Customer Assistant to voice interactions is particularly significant. Voice remains a critical channel for customer service, with
The improved transcription accuracy and expanded language support cater to the needs of global enterprises. This could be a key differentiator for 8x8 in attracting multinational clients who require multilingual support.
The integration with popular CRMs and the ability to use external AI providers show 8x8's commitment to an open ecosystem approach. This strategy could help them penetrate markets where businesses have existing investments in specific CRM or AI technologies.
The addition of Proactive Outreach capabilities, especially through WhatsApp, is a smart move given the platform's global popularity. WhatsApp has over 2 billion active users worldwide and its use for business communication is growing rapidly.
While these enhancements position 8x8 competitively in the market, the company will need to focus on effective marketing and sales strategies to capitalize on these innovations. The success of these features will ultimately depend on customer adoption and the tangible benefits they deliver in real-world implementations.
Recent Platform Enhancements Include Extending 8x8 Intelligent Customer Assistant to Support Voice Interactions and Additional AI Capabilities Across the Entire 8x8 Platform
Recent platform innovations to support customer engagement across the entire business include:
- 8x8 Intelligent Customer Assistant Support for Voice: 8x8 Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service experiences. The platform now supports human-like voice as well as digital interactions across multiple regions and languages to deliver automation and personalized experiences at scale.
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Platform AI Enhancements: 8x8 enables organizations to ingest, analyze, and act on customer interactions to provide a richer experience at every step in the journey. Recent enhancements include:
- Improved AI-powered Transcriptions Accuracy and Expanded Language Support: Customers can leverage improved AI transcription summaries with even greater accuracy at no additional cost, as all Interaction Analytics services have been updated to the latest transcriptions model. The latest models also support the ability to transcribe speech in multiple languages and translations. Feeding improved transcription summaries into AI models is critical to improving model accuracy and serves as the foundation for organizations to make the most out of their customer interactions, whether it’s reviewing transcripts for a more personalized experience or identifying trends in the contact center.
- AI Summarization for External CRMs: AI summarization can be accessed in an organization’s CRM of choice, such as Salesforce, Zoho, or other leading providers. Contact center agents on active calls can easily access the AI summarization from previous calls, helping to provide more context about the customer and deliver a more personalized experience.
- External AI Summarization Plug-in: Plug-and-play external AI (LLM) for 8x8 Contact Center means businesses can leverage an existing AI provider for summarizations. Supervisors can gain quick access to interaction summaries from third-party AI solutions within their workspace, providing valuable insights at their fingertips.
- Meeting Summarization: 8x8 meetings now support AI-powered in-meeting catch up summaries and post-meeting summary emails for easier follow-ups and action items.
Additional updates to 8x8’s cloud contact center, unified communications, and communications API platform include:
- Proactive Outreach: Interact for Proactive Outreach enables direct communication with customers at scale via SMS and WhatsApp messaging channels, with inbound messages seamlessly routed to the contact center for agents or bots to handle. Businesses can utilize the flexible sender feature in 8x8 Connect or leverage full API access to integrate programmatically, offering versatile options to suit specific needs.
- Supervisor Workspace Mobile: An intuitive, mobile-first designed interface with single-value widgets and quick access to the most common configuration options so supervisors can quickly keep a pulse on their contact center operations on the go.
- 8x8 Admin Console UI Available in French-Canadian: The 8x8 Admin Console interface is now available in French-Canadian to better meet the needs of global customers.
- Silent Mobile Authentication for CPaaS Customers: Provides a seamless method of mobile verification, allowing users to verify phone numbers with just one click and without manual input. Instead of receiving and entering a code, users are automatically verified based on their network IP. This approach enhances security and delivers a smoother experience when accessing mobile services or applications.
- Native WhatsApp Integrations: 8x8 WhatsApp messaging capabilities are now natively integrated into customer engagement platforms CleverTap and MoEngage. This integration allows businesses to leverage the robust features of 8x8's messaging services directly within these platforms, enhancing customer interactions through seamless and efficient communication
- WhatsApp Campaign Scheduler: The new WhatsApp scheduling capabilities enhance efficiency by automating communication workflows and ensuring timely, consistent content delivery. It aids in strategic planning, improves team coordination, and enhances customer experience through personalized interactions.
“Driving business success starts and ends with understanding what our customers want and need, and then providing solutions that allow customers to meet those needs from anywhere within their organization,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “The continued pace of innovation at 8x8, including our focus in AI-driven and automated workflows across the platform, ensures that we are providing organizations with the solutions they need to bridge traditional gaps in the customer journey, thereby helping our customers deliver superior customer engagement across their entire organization every step of the way.”
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 register for the upcoming 8x8 webinar to learn more about the latest customer and employee experience enhancements.
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 transforming the future of business communications as a leading Software as a Service provider of 8x8 XCaaS™ (Experience Communications as a Service™), an integrated contact center, voice communications, video, chat, and SMS solution built on one global cloud communications platform. 8x8 uniquely eliminates the silos between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to power the communications 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®, 8x8 XCaaS™, Experience Communications as a Service™, Experience Communications Platform™ are trademarks of 8x8, Inc.
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Source: 8x8, Inc.
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