8×8, Inc. announces significant updates to its communication platform, integrating AI solutions and expanding capabilities with tools like Microsoft Teams and WhatsApp to enhance customer and employee engagement.
In a significant advancement for unified communications and customer relationship management, 8×8, Inc., a leader in cloud communication technologies, has announced a series of enhancements to its platform that aim to transform how businesses engage with their customers across multiple channels. These updates are designed to integrate more deeply with popular tools like Microsoft Teams, enhance user experience with new features, and extend communication capabilities through innovative uses of artificial intelligence and messaging services.
8×8’s latest offering includes 8×8 Engage, an AI-powered solution tailored to facilitating cross-organization customer interaction. This tool is specifically engineered to equip customer-facing staff who are not part of the contact center with the necessary resources to provide consistently exceptional service. This development reflects a growing understanding of the need to empower all employees who interact with customers, not just those within traditional contact centers.
Another significant introduction is the Proactive Outreach for 8×8’s Contact Center and Unified Communications, which includes programmable SMS and WhatsApp capabilities, allowing businesses to launch personalized mass messaging campaigns. This capability is part of a broader trend in customer communications where businesses are moving towards a more proactive engagement model, enabling them to communicate timely and relevant information efficiently.
The integration of 8×8 Operator Connect for Microsoft Teams is particularly noteworthy. This certified solution allows Public Switched Telephone Network (PSTN) calling directly through Microsoft Teams, demonstrating 8×8’s commitment to seamless communication experiences. This is especially critical as businesses increasingly rely on Microsoft Teams for internal collaboration and desire integrated external communication capabilities.
Another creative feature introduced is the Meeting Whiteboards, enabling participants to interact more dynamically during meetings through drawing and writing, which can enhance brainstorming sessions and facilitate better remote collaboration. Also of note is the adaptation of the LINE Official Notification Channel for use in Thailand and Indonesia, addressing specific regional communication preferences and needs.
On the technical front, 8×8 has made strides in enhancing the analytics and reporting features within its platform, providing businesses with better insights into call activities and outcomes. These detailed analyses are vital for improving service strategies and understanding customer interactions more deeply.
One of the most intriguing aspects of these updates is the integration of features like smart channel routing, which optimizes message delivery costs and effectiveness by selecting the most efficient operator or alternative communication channels like Viber. This kind of flexibility and efficiency is vital for businesses operating in competitive environments where communication costs can impact the bottom line.
In conclusion, the enhancements announced by 8×8, Inc. are aimed at not just maintaining but elevating the standard of customer and employee communications. By integrating advanced technologies and broadening the capabilities of existing tools, 8×8 is responding to the evolving needs of businesses in a digital-first world. These developments reflect an understanding that effective communication is both an operational necessity and a strategic asset in customer engagement strategies. As businesses continue to navigate the complexities of digital transformation, tools like those provided by 8×8 will be crucial in bridging the gap between organizations and their customers, aiming for a superior engagement experience at every interaction.