8x8 Drives Customer and Employee Experience with Latest Platform Innovations

Rhea-AI Summary

8x8 (NASDAQ: EGHT) has announced significant enhancements to its Platform for CX, introducing new features to improve customer and employee experience. Key updates include expanded 8x8 Secure Pay capabilities with digital payment options across voice and digital channels, AI-powered payment processing through 8x8 Intelligent Customer Assistant, and a new Voice Intelligent Directory for faster customer service.

The platform now features enhanced knowledge base tools for contact center agents, improved interaction monitoring capabilities for supervisors, and new meeting assets sharing functionality. Additional improvements include Mobile Device Management support for retail operations and multicast paging capabilities for desk phones.

These innovations aim to boost operational efficiency, enhance security, and provide modern solutions for organizations to deliver superior customer experiences across multiple touchpoints.

Positive

• Introduction of AI-powered payment processing system for 24/7 automated payments
• Enhanced security features with expanded Secure Pay digital payments functionality
• Implementation of Voice Intelligent Directory for faster customer service
• New efficiency tools for contact center agents including knowledge base shortcuts
• Improved operational capabilities with Mobile Device Management support for retail

Negative

• None.

Latest Enhancements to the 8x8 Platform for CX Enable Organizations to Maximize Operational Efficiencies, Mitigate Risk, Modernize Systems to Stay Ahead, and Elevate CX

CAMPBELL, Calif.--(BUSINESS WIRE)-- 8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform for CX that combines Contact Center, Unified Communication, and CPaaS APIs, today announced recent enhancements to the 8x8 Platform for CX. The latest updates, including expanded 8x8 Secure Pay capabilities, AI-powered 8x8 Intelligent Customer Assistant innovations, and new customer engagement and employee collaboration enhancements, boost employee productivity and efficiency, while empowering organizations to engage with customers across their preferred channels, delivering superior experiences at every touchpoint.

Recent 8x8 Platform for CX innovations elevate CX, maximize operational efficiencies, and provide modern solutions for organizations to stay ahead:

• Expanded 8x8 Secure Pay Digital Payments Functionality: 8x8 Secure Pay now provides organizations the ability to provide customers a seamless and secure payment experience, with the assistance of an agent or fully automated with an IVR and across voice and digital channel options like SMS and email.
• Secured, AI-powered payments through 8x8 Intelligent Customer Assistant: Organizations can now enable 8x8 Secure Pay to allow customers to pay through 8x8 Intelligent Customer Assistant for a fully automated path to process payments, rather than waiting to speak with an agent, by either speaking payment details or entering the information via the phone’s keypad. The new functionality enables customers to make payments quickly and securely, while increasing payment capture for businesses by allowing 24/7 payment.
• Voice Intelligent Directory for 8x8 Intelligent Customer Assistant: 8x8 Intelligent Customer Assistant now delivers a faster, natural sounding service with the newly introduced Voice Intelligent Directory. Callers simply speak their request, and the AI matches it to a comprehensive directory, ensuring seamless connections in seconds for improved CX through integration with 8x8 Contact Center and 8x8 Work.
• 8x8 Knowledge Base Shortcuts and Inserts: With knowledge base shortcuts, contact center agents can quickly find relevant articles and insert pre-populated FAQ replies directly into chats or emails. They can also share articles as links or text within messages, making it easier than ever to deliver fast, accurate responses.
• Enhanced Interaction Retrieval Widget for Proactive Monitoring: The Interaction Retrieval widget in 8x8 Supervisor Workspace empowers supervisors to quickly locate all contact center interactions, including voice calls, digital messages, transcriptions from 8x8 Speech Analytics, and voicemails. Supervisors can access key details such as the interaction's date and time, source, agent name, duration, and options to playback or download interactions. With enhanced functionality, supervisors can now download multiple interactions in bulk and effortlessly retrieve archived interactions, saving valuable time.
• 8x8 Meetings Assets Sharing: Meeting assets, such as participant list, recording, screenshots, chat, transcriptions, summaries, action items, and links to shared files can be easily shared to streamline post-meeting follow-ups and keep everyone informed.
• Mobile Device Management Support for Retail: Improves retail operations with Mobile Device Management (MDM) support and streamlined, credential-free authentication for shared devices. This new, configurable user experience ensures secure and effortless access, tailored specifically for retail scenarios where retail staff in shared-device environments, such as stores with multiple departments or locations, can now seamlessly access mobile devices without the need for repeated logins, enhancing efficiency and security.
• Desk Phones Multicast Paging: Multicast Paging allows quick and easy broadcasting of instant audio announcements. Multicast paging is now available on supported Yealink phones and the Algo 8180. In addition to Yealink-to-Yealink or Poly-to-Poly paging, customers can configure paging groups with supported Yealink, Poly, and Algo devices, allowing cross-vendor paging.
• Connect Multi-channel Sender: Users can now launch text-to-speech messaging campaigns directly on 8x8 Connect multi-channel sender. This powerful new feature enables organizations to add voice to their communication strategy, enhancing accessibility and connecting with customers like never before.

“8x8 continues to empower businesses to redefine how they connect, collaborate, and deliver exceptional customer and employee experiences,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “These innovations, from AI-powered solutions to enhanced security and streamlined workflows, ensure our customers stay ahead in an ever-evolving digital landscape. Our customers are given the tools to transform their CX strategy and adopt AI-powered technologies efficiently, eliminating complexity and technology risk, resulting in immediate business impact.”

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) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS APIs. The 8x8^® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. 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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8x8, Inc. Contacts:

Media:

PR@8x8.com

Investor Relations:

Investor.Relations@8x8.com

Source: 8x8, Inc.

FAQ

What new payment features has 8x8 (EGHT) added to its Platform for CX?

8x8 has added expanded Secure Pay digital payments functionality across voice and digital channels, including SMS and email, plus AI-powered automated payments through the Intelligent Customer Assistant.

How does 8x8's (EGHT) new Voice Intelligent Directory improve customer service?

The Voice Intelligent Directory allows callers to speak their request naturally, with AI matching it to a comprehensive directory for seamless connections within seconds through integration with 8x8 Contact Center and Work.

What new features has 8x8 (EGHT) introduced for contact center supervisors?

8x8 has enhanced the Interaction Retrieval widget in Supervisor Workspace, allowing supervisors to quickly locate all contact center interactions, download multiple interactions in bulk, and retrieve archived interactions efficiently.

How does 8x8's (EGHT) new Mobile Device Management support benefit retail operations?

The new MDM support provides streamlined, credential-free authentication for shared devices in retail environments, allowing staff to access mobile devices without repeated logins, enhancing efficiency and security.