8×8 Has Unveiled Updated Platform Features to Improve CX

8×8 has recently introduced updates to its 8×8 Platform for CX. These improvements expand digital payment options, introduce AI-driven automation, and streamline communication tools.

The latest enhancements include an expanded 8×8 Secure Pay, allowing organisations to offer secure digital payments across voice, SMS, and email, either with agent assistance or fully automated through IVR.

Customers can now also make payments via the 8×8 Intelligent Customer Assistant, using voice or keypad input for a seamless, 24/7 transaction experience without the need for agent interaction.

The introduction of a Voice Intelligent Directory enables AI-driven call routing, allowing customers to state their request and be instantly connected to the right contact within the 8×8 contact centre and 8×8 Work.

Enhancements to the 8×8 Knowledge Base now give agents quicker access to relevant FAQ responses and articles, which can be shared directly in chats or emails for faster customer support.

For supervisors, an improved Interaction Retrieval feature makes it easier to locate, playback, and bulk-download interactions across multiple communication channels.

Meanwhile, Meeting Asset Sharing streamlines post-meeting follow-ups by providing easy access to recordings, transcripts, action items, and shared files.

Retail operations benefit from Mobile Device Management (MDM) support, enabling credential-free authentication for shared devices, improving security and efficiency in store environments.

Multicast Paging for Desk Phones now allows instant audio announcements across supported Yealink, Poly, and Algo devices.

Additionally, 8×8 Connect introduces multi-channel messaging capabilities, enabling organizations to launch text-to-speech campaigns and expand voice-based outreach.

Hunter Middleton, Chief Product Officer at 8×8, said, “These innovations, from AI-powered solutions to enhanced security and streamlined workflows, ensure our customers stay ahead in an ever-evolving digital landscape.

Our customers are given the tools to transform their CX strategy and adopt AI-powered technologies efficiently, eliminating complexity and technology risk, resulting in immediate business impact.”

These updates reinforce 8×8’s commitment to integrating AI and automation into CX operations, enhancing both customer and employee experiences.

For more information about 8x8 - visit the 8x8 Website

About 8x8

8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform.

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Author: Hannah Swankie
Reviewed by: Jo Robinson