8×8, Inc. has announced a series of enhancements to its Customer Experience (CX) platform, aiming to improve customer and employee interactions through advanced AI capabilities and expanded messaging options.
The updated platform introduces Rich Communication Services (RCS) for Business Messaging, enabling secure, branded, two-way communications via 8×8 Contact Center and Communication APIs. This feature allows organizations to engage customers through their preferred channels, facilitating seamless transitions to live agents when necessary.​
In addition, 8×8 Secure Pay now supports digital wallet transactions, including Apple Pay and Google Pay, enhancing the SMS-based payment experience for customers.
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To assist contact center agents, the platform incorporates AI Agent Boost within the 8×8 Agent Workspace, providing real-time, contextual support to improve response accuracy and workflow efficiency. Post-call analytics have also been enhanced, offering deeper insights through sentiment analysis, talk-time breakdowns, and keyword tracking.
For internal communications, 8×8 Work now features AI-powered chat summarization and a Chat Assistant capable of drafting messages in various tones, aiding employees in maintaining consistent and effective communication.
These innovations are designed to streamline operations and deliver personalized, efficient experiences for both customers and employees.​
