8×8 Expands Its Cloud Platform With AI Tools

8×8 has unveiled a series of enhancements to its cloud platform, focusing on improving customer and employee engagement through AI-driven tools and expanded communication capabilities.

New features include more accurate AI-powered transcriptions for the 8×8 contact centre, improved call quality in Azure virtual desktop environments, and broadened language support for real-time chat and text-to-speech functionalities.

Other updates include a video tool allowing agents to view customer-shared images for better troubleshooting, an enhanced supervisor workspace for contact centre management, and bulk SMS messaging.

Integration with Descope’s identity management platform adds security and customization options, while new voice bots automate billing-related interactions.

These advancements aim to boost productivity and customer satisfaction across 8×8’s unified communications and contact centre solutions, which offer comprehensive reliability and high service uptime.

Hunter Middleton, Chief Product Officer at 8×8, said, “Our continued pace of innovation is a testament to 8×8’s commitment to delivering the latest in CX-driven enhancements to our customers every single day.

“With each update, we are not just keeping up with the demands of the market, we are anticipating them. By investing in AI-driven tools that bridge CX gaps across every touchpoint in the customer journey, we empower businesses to enhance engagement and achieve successful outcomes.”

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Reviewed by: Jo Robinson