8x8 Enhances Customer and Employee Experiences Across Cloud Contact Center and Unified Communications Platform; Extends Global Reach to 59 Countries
27 Julho 2023 - 10:00AM
Business Wire
Newest Capabilities Include Enhancements to 8x8
Supervisor Workspace, Analytics Tools and Reports, and Increased
Global Connectivity
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced the latest customer and employee experience enhancements
to the 8x8 XCaaS™ (eXperience Communications as a Service™) cloud
platform, including improvements to 8x8 Supervisor Workspace,
contact center analytics tools, agent performance tracking
capabilities, and streamlined customer journey mapping.
The 8x8 XCaaS platform Global Reach™ capabilities were also
extended and will include the addition of South Korea. 8x8 now
offers full cloud Public Switched Telephone Network (PSTN) support
for multinational organizations with users in 59 countries around
the world, offering local direct numbers, toll free numbers, and
calling plans in addition to support for local emergency
services.
New generally available updates for 8x8 Contact Center
include:
- Purpose-Built Experiences – Recently launched,
8x8 Supervisor Workspace is a purpose-built experience that blends
analytics, performance management, and team admin capabilities into
a single interface to provide increased efficiency and
productivity, including the following features:
- Single pane of glass: consolidates visibility, insights,
and operations from across 8x8 Contact Center.
- Embedded trend analysis: presents supervisors with
instant insights to improve speed to correction and drive superior
performance in the contact center.
- Personalized environments: transforms how contact center
leaders can customize their workspace to manage teams and make
decisions based upon individual needs and priorities - no coding
required.
- User-friendly design and intuitive interface:
accelerates on-boarding and allows supervisors to quickly ramp
up.
- Accessibility: provides full support for hybrid contact
centers and allows supervisors to work from anywhere, on any
browser.
- Customizable Reports Empower Contact Center Managers –
Enhancements to analytics and reporting capabilities include
increased customer experience details and new metrics for the agent
performance real-time widget.
- Deeper Integration with Microsoft Dynamics 365 –
Provides agents access to email for Microsoft Dynamics 365 in 8x8
Contact Center, queue name in auto call log, and the ability to
display a new contact screen.
- Increased 8x8 IVR Callback – The expiration time for
callbacks has increased from six to 72 hours, providing customers
with enhanced service.
Updates for 8x8 Unified Communications include:
- 8x8 Admin Console – Improvements include French language
version, an updated storage policy interface to simplify the user
experience, and the ability for system administrators to update
Multi-Factor Authentication (MFA) challenge frequency for all
users.
- 8x8 Work – Enhancements to the 8x8 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 8x8 Work and
8x8 Contact Center licenses.
- 8x8 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 8x8 Work for Web
when users do not have access to the 8x8 Work desktop
application.
- 8x8 Work for Web Click-to-Call – Users can click-to-call
in the web browser, eliminating the need to manually dial a
number.
Enhancements to 8x8 CPaaS communications APIs include:
- 8x8 Connect Automated Data Center Region Detection –
When activated, 8x8 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.
- Updated 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.
“Regardless of where you’re located in the world or which
department you sit in within an organization, having technology
that enables consistent experiences is a must,” said Hunter
Middleton, Chief Product Officer at 8x8, Inc. “We provide the
solutions that organizations need to provide seamless, tailored
experiences for their customers and employees. Our continued focus
on innovation and advancing the 8x8 XCaaS platform demonstrates our
commitment to providing our customers with the resources and tools
they need.”
8x8 XCaaS includes integrated cloud contact center, business
phone, video meetings, team chat, and SMS capabilities in a
single-vendor solution. 8x8 XCaaS is built on a resilient, secure,
and compliant platform, which offers the highest levels of
reliability with financially backed, platform-wide 99.999 percent
uptime SLA across an integrated cloud UCaaS and CCaaS solution.
8x8 customers can register for the 8x8 on-demand webinar to
learn more about the latest customer and employee experience
enhancements to the 8x8 XCaaS platform.
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, Twitter and Facebook.
8x8®, 8x8 XCaaS™, eXperience Communications as a Service™,
eXperience Communications Platform™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20230727701801/en/
8x8, Inc. Contacts: Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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