Employee Experience, CX Get Boost Across 8x8 XCaaS Cloud Platform

8×8 is improving a range of tools, including everything from contact center analytics to agent performance tracking, as part of customer and employee experience enhancements to the organization’s XCaaS (eXperience Communications as a Service) cloud platform.

8×8 now offers full cloud public switched telephone network (PSTN) support for multinational organizations with users in 59 countries, providing local direct numbers, toll free numbers, and calling plans, in addition to support for local emergency services. The platform’s global reach was extended with the addition of South Korea.

8×8’s Hunter Middleton

Hunter Middleton, chief product officer at 8×8, said that regardless of location in the world or where one sits within an organization, having technology that enables consistent experiences is critical.

“[8×8 provides] the solutions that organizations need to provide seamless, tailored experiences for their customers and employees. Our continued focus on innovation and advancing the 8×8 XCaaS platform demonstrates our commitment to providing our customers with the resources and tools they need.”

When it comes to the 8×8 Contact Center, new updates include the recently launched 8×8 Supervisor Workspace. The company said it’s a purpose-built experience that blends analytics, performance management and team admin capabilities into a single interface. This provides increased efficiency and productivity, including consolidating visibility, insights and operations from across the 8×8 Contact Center. Embedded trend analysis and personalized environments among the additional features. The company also highlights the Workspace’s ability to customize reports for contact center managers, provide deeper integration with Microsoft Dynamics 365, and offer increased 8×8 IVR callback from six to 72 hours.

8×8 Unified Communications

8×8’s Admin Console has received a language revamp to include a French version. It also has an updated storage policy interface to simplify the user experience and the ability for system administrators to update multifactor authentication (MFA) challenge frequency for all users.

Enhancements to the 8×8 Work desktop, mobile and web experience, include a loading icon alert when answering or declining a call, deactivation of the merge call button when a user is on a call and there are no other active or on-hold calls, dedicated avatar icons for auto attendants, ring groups and call queues, call logs for ring groups displaying information based on what is selected by the admin, further accessibility for group messaging, and improved contact cards for users with 8×8 Work and 8×8 Contact Center licenses.

The 8×8 web dialer chrome extension now automatically highlights most phone numbers in a web browser for the user to dial directly from any web page or send SMS, without needing to switch apps. The web dialer can also initiate calls from 8×8 Work for Web when users do not have access to the 8×8 Work desktop application.

The 8×8 Work for Web Click-to-Call allows users to click-to-call in the web browser, eliminating the need to manually dial a number.

8×8 CPaaS Impacts Employee Experience, CX

When activated, 8×8 Connect automatically determines the best data center location to process and store data with a lower latency. Alternatively, users can manually select the data center region that aligns most effectively with their business needs and eliminates the need for support tickets to switch data center regions.

When it comes to WhatsApp templates, new use case-based pricing for WhatsApp Business API offers businesses better cost control and budgeting predictability by encouraging efficient template use to enhance customer interactions and align costs with the types of conversations initiated, 8×8 officials said.