8×8 Releases New Updates to Its Communications Platform

8×8 has announced new updates to its communications platform.

These updates integrate contact centre services, unified communications, and communication APIs.

New functionality includes Rich Communications Services (RCS) Business Messaging, now available through both the 8×8 contact centre and Communication APIs. This allows organizations to conduct two-way messaging with customers using the RCS protocol.

The platform also now supports digital wallet payments: Apple Pay and Google Pay, through 8×8 Secure Pay, giving users the option to complete transactions without manually entering card details.

Several features are powered by artificial intelligence. These include a custom dictionary tool to improve transcription accuracy by recognizing industry-specific terms, as well as new chat functions that can generate summaries or assist with message composition based on selectable tones.

Within the contact centre environment, AI-based assistance is integrated into the agent interface to provide real-time guidance. Additional tools analyse conversations after they occur, extracting insights such as sentiment, speaking time distribution, and frequently mentioned topics.

Updates to call handling include the option for agents to pause queues while on active calls or in meetings, reducing the likelihood of receiving follow-up calls during those periods.

Receptionists also have more control over call routing within queues. On the accessibility front, the platform has been updated to meet WCAG 2.1 AA standards.

To support larger facilities, 8×8 now offers integration with the Yealink W90 Multi-Cell DECT system, enabling broader cordless coverage and improved scalability.

Commenting on the release, Hunter Middleton, Chief Product Officer at 8×8, said, “8×8 sits at the forefront of innovation, providing organizations with the tools to personalize capabilities for their customers and remain relevant amidst the evolving technology landscape.

Whether it’s improving how organizations engage with their customers and employees, how to best implement AI-powered solutions, or ways to increase productivity and efficiency, we are dedicated to meeting our customers wherever they are, and providing adaptable solutions, so they can create exceptional experiences and drive their businesses forward.”

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: Guest Author
Reviewed by: Rachael Trickey