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8x8 Announces Enhancements for Cross-Organization Customer and Employee Engagement

By Tracey E. Schelmetic May 03, 2024

Communications solutions provider 8x8 has announced enhancements to its integrated cloud contact center and unified communications platform. These include 8x8 Engage for cross-organization customer engagement, Proactive Outreach for 8x8 Contact Center and Unified Communications to eliminate the reactive nature of customer service, and 8x8 Operator Connect for Microsoft Teams to provide Public Switched Telephone Network (PSTN) calling through Microsoft Teams Phone, as well as enhanced collaboration features for employees and customers to improve communication and service.

  • 8x8 Engage is an AI-powered solution that enables cross-organization customer engagement for enhanced customer experiences, fostering loyalty and driving business success. The solution addresses the needs of customer-facing employees outside of the contact center.
  • Proactive Customer Engagement uses 8x8's programmable SMS and WhatsApp capabilities to further enable cross-organization customer engagement. It now allows CX professionals to launch highly personalized mass messaging campaigns through 8x8’s campaign management platform, with features such as scheduling, advanced routing, reporting and analytics and more.
  • In addition, 8x8 is now a certified provider of Operator Connect for Microsoft Teams. Its solution provides PSTN calling through Microsoft Teams Phone, powered by Microsoft’s Operator Connect for approved third-party providers. This addition to the 8x8 for Microsoft Teams portfolio provides a reliable calling option that streamlines deployments through the Teams admin center and is from the only Operator Connect provider with a native Contact Center Solution certified to integrate with Teams.

Final enhancements include whiteboarding capabilities so meeting participants can draw, write and connect items for more effective brainstorms, a LINE Official Notification (LON) channel for businesses to send one-way notifications (such as order confirmations and payment reminders) to customers in Thailand and Indonesia, and expanding analytics and reporting capabilities.

“By introducing these recent enhancements to our integrated cloud contact center and unified communications platform, which is now expanding beyond the traditional CCaaS and UCaaS definitions to also include 8x8 Engage, we are prioritizing solutions and capabilities that will enable organizations to provide their customers and employees with exceptional communication and collaboration experiences,” noted Hunter Middleton, Chief Product Officer at 8x8, Inc.

Edited by Alex Passett
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