New capabilities across the 8×8 Platform for CX help teams resolve issues on first contact, streamline follow-ups, and work more efficiently – without added complexity.
Customers expect answers instantly, and frontline teams can only meet those expectations with tools that remove friction rather than adding to it.
New enhancements from 8×8, Inc., a global business communications platform provider, give organisations the ability to resolve issues faster, personalise every interaction, and support frontline employees with simplified, AI-driven workflows.
“Today’s experiences are only as strong as the teams on the front lines and empowered by the right tools,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“We’re helping our customers deliver speed, clarity, and personalisation in every interaction, whether that’s resolving issues on the first touch, following up with confidence, or staying secure in complex environments like retail, healthcare, and manufacturing, to name a few.”
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Real-World Outcomes for Service and Operations Teams
- Quicker resolutions, fewer handoffs: Agents using 8×8 Contact Center can now spend less time taking notes and more time helping customers, thanks to real-time AI voice summaries that capture and log details automatically into 8×8 or external CRMs.
- Empowered agents, better outcomes: Agents can handpick and proactively manage emails in 8×8 Contact Center – cutting wait times and resolving issues on first contact.
- Customers feel seen and heard: 8×8 Engage now supports trusted, high-engagement channels like Viber, in addition to RCS, SMS, WhatsApp, Facebook Messenger, voice, and video, ensuring customers can connect in the way that feels most natural to them.
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- Stronger conversions through better storytelling: New WhatsApp carousel templates, managed through 8×8 Connect, help brands showcase offerings more visually, improving engagement and reducing campaign costs.
- Less time searching, more time solving: AI-powered post-call transcription is now available directly in 8×8 Work, enabling quick follow-ups.
- Secure, seamless teamwork – on any device: Stronger security and compliance on shared Android devices in retail environments with role-based access, secure logouts, and centralised management for 8×8 Work.
Together, these enhancements help enterprises engage customers on their terms, maintain secure shared-device workflows, and support global operations.
With the 8×8 Platform for CX, enterprises unify contact centre, communications, and APIs on a single, AI-powered foundation that drives both customer and employee experiences.
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