8x8 Redefines Customer and Employee Experiences with XCaaS Cloud Contact Center Innovations

By Stefania Viscusi November 01, 2023

8x8 (News - Alert) has unveiled its latest innovations included within the 8x8 XCaaS (Experience Communications as a Service) framework. The new advancements are designed to reshape the way businesses interact with their customers and employees.

The 8x8 XCaaS platform consolidates features like cloud contact center, business phone, video meetings, team chat, and SMS capabilities, all within a single-vendor solution and includes a platform-wide Service Level Agreement (SLA) guaranteeing 99.999 percent uptime.

“At 8x8, we are committed to providing our customers with a customer engagement, communications and collaboration platform that not only offers the highest levels of innovation, but is reliable and easy to use,” said Hunter Middleton, Chief Product Officer at 8x8, Inc.

The latest 8x8 Contact Center updates offer AI-powered voice self-service, video-enhanced customer support, customizable solutions through the 8x8 Technology Partner Ecosystem, deeper Salesforce integration for SMS and WhatsApp messages, webchat quick replies for streamlined interactions, and supervisor workspace enhancements, including advanced features and support for French Canadian language.

Enhancements in 8x8 Unified Communications also encompass deeper Microsoft (News - Alert) Teams integration, with the 8x8 Phone App simplifying PSTN calling without extra licenses or plugins. The new video enhancements support up to 10,000 meeting participants with customization options and improved content clarity through video hardware acceleration adjustments, including AV1 codec support. Usability and interface improvements include enhanced call recording filters, Office 365 and Outlook contact imports into 8x8 Work, enhanced microphone control, and an embedded call quality alert for connection status.

“Our highly tailored and seamless integrated cloud contact center and unified communications platform, not only improves employee and customer communications and collaboration, but it does away with disjointed, siloed information and resources. Instead, everyone across the entire organization is empowered to provide the best possible experiences for their customers, regardless of whether they sit in the contact center or elsewhere, which leads to overall happier customers and employees, and positive business growth,” said Middleton.

As part of the latest round of enhancements, 8x8 CPaaS communication API also encompasses a comprehensive range of new features. These include SMS fraud prevention through the 8x8 Omni Shield solution, support for Voice IVR capabilities for automated phone systems, the Smart Channel Routing feature for cost-effective SMS routing, Zalo Notification Services for personalized notifications in Vietnam, and a Sender ID Dashboard on 8x8 Connect for tracking SMS Sender ID registrations. Moreover, there are 8x8 Voice API enhancements that enable App to App Calling with PSTN fallback, voice logs on 8x8 Connect, and the creation of customer call flows with specific actions. Additionally, there are enhancements to 8x8 Communication APIs, offering enhanced WhatsApp reporting on 8x8 Connect, multi-browser support for 8x8 Video Interactions (News - Alert), and the addition of two-factor authentication in 8x8 Converse.

Edited by Alex Passett
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