8x8 Adds Tools to Improve Contact Center Performance

In the US, communications platform 8x8 has launched AI-driven enhancements which it says will improve business and contact center performance through enhanced customer experience.

8x8's offering is based around XCaaS (eXperience Communications as a Service), which is a solution for contact center, voice communications, video, chat and SMS, built on one cloud communications platform. The firm's new capabilities include 'Intelligent Customer Assistant' and 'Supervisor Workspace' for its '8x8 Contact Center' solution, as well as a platform-wide integration with OpenAI. Intelligent Customer Assistant enables businesses to automatically handle customer requests through natural, conversational experiences, while capturing insights for performance optimization; and Supervisor Workspace combines analytics, performance management and team admin capabilities into a single interface.

In addition, 8x8 and OpenAI Whisper will bring transcription, translation, and summarization services to XCaaS, to increase transcription accuracy rates for the most common languages.

Chief Product Officer Hunter Middleton (pictured) comments: 'These AI-driven innovations provide our customers with the tools they need to meet their customers whenever, and wherever, to deliver the most consistent experience possible. Whether it's conversational AI and a self-service product, a personalized contact center experience for supervisors, or dynamic intelligence across the entire platform, 8x8 XCaaS delivers a modern platform to meet their present and future business requirements'.

Web site: www.8x8.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.