8x8 Enhances XCaaS Cloud Platform

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8×8, a cloud contact centre and unified communications platform provider, has enhanced the 8×8 XCaaS(eXperience Communications as a Service) cloud platform, including improvements to 8×8 Supervisor Workspace, contact centre analytics tools, agent performance tracking capabilities, and streamlined customer journey mapping.

The 8×8 XCaaS platform Global Reach capabilities were also extended to include South Korea. 8×8 now offers full cloud public switched telephone network (PSTN) support for multinational organisations with users in 59 countries around the world, offering local direct numbers, toll-free numbers, and calling plans in addition to support for local emergency services.

New updates for 8×8 Contact Centre include the 8×8 Supervisor Workspace, a purpose-built experience that blends analytics, performance management, and team admin capabilities into a single interface with embedded trend analysis; personalised environments; a more user-friendly design; full support for hybrid contact centres, customisable reports with new metrics for the agent performance real-time widget; deeper integration with Microsoft Dynamics 365; and increased 8×8 IVR Callback time from six to 72 hours.

Updates for 8×8 Unified Communications include the following:

• 8×8 Admin Console improvements, with a French language version, an updated storage policy interface , and the ability for system administrators to update Multi-Factor Authentication (MFA) challenge frequency for all users.
• Improvements to the 8×8 Work desktop, mobile, and web experience, include a loading icon alert when answering or declining a call, deactivation of the Merge call button when a user is on a call and there are no other active or on-hold calls, dedicated avatar icons for Auto Attendants, Ring Groups, and Call Queues, call logs for Ring Groups displaying information based on what is selected by the admin, further accessibility for group messaging, and improved contact cards for users with 8×8 Work and 8×8 Contact Centre licences.
• 8×8 Web Dialer Chrome Extension that automatically highlights most phone numbers in a web browser for the user to dial directly from any web page or send SMS.
• 8×8 Work for Web Click-to-Call in the web browser.

Enhancements to 8×8 CPaaS communications APIs include the following:

• 8×8 Connect Automated Data Centre Region Detection, which automatically determines the best data centre to process and store data with a lower latency. Alternatively, users can manually select the data centre region that aligns most effectively with their business needs and eliminates the need for support tickets to switch data centre regions.
• Updated WhatsApp Templates.

“Regardless of where you’re located in the world or which department you sit in within an organisation, having technology that enables consistent experiences is a must,” said Hunter Middleton, chief product officer at 8×8, in a statement. “We provide the solutions that organisations need to provide seamless, tailored experiences for their customers and employees. Our continued focus on innovation and advancing the 8×8 XCaaS platform demonstrates our commitment to providing our customers with the resources and tools they need.”

8×8 XCaaS includes integrated cloud contact centre, business phone, video meetings, team chat, and SMS capabilities in a single-vendor solution.