8x8: 8X8, Inc. Unveils New Innovations to Boost Customer, Employee Engagement Across Its CX Platform

8x8, Inc. revealed a series of powerful enhancements to the 8x8 Platform for CX to help organizations deliver superior customer and employee experiences. Enabling organizations to deliver more personalized, efficient, and intelligent interactions - boosting satisfaction, reducing effort, and unlocking greater productivity across teams - the latest innovations across the platform include: RCS Business Messaging for 8x8 Contact Center and 8x8 Communication APIs Digital wallet support via 8x8 Secure Pay; AI-powered interaction summaries, custom transcription dictionaries, and intelligent chat summaries and composition; Improvements to drive compliance with W3C Web Content Accessibility Guidelines (WCAG). 8x8 continues to enhance its 8x8 Platform for C X, which includes 8x8 Contact Center, 8x8 Work, and communication APIs. New AI-powered features that empower organizations to elevate engagement, streamline operations, and deliver exceptional experiences for both customers and employees include: Custom Dictionary for Transcription Accuracy; Custom dictionary allows administrators to build exactly that - tailored dictionaries - in the 8x8 Admin Console, improving transcription precision by teaching the system industry-specific terms, proper names and business-specific jargon. Smarter Messaging with AI in 8x8 Work; AI Chat Summarization: Create conversation summaries starting from any point in a chat - last 24 hours, unread messages, etc.; great for catching up quickly in long threads with multiple participants. Real-Time Agent Assistance to Boost Performance: 8x8 AI Agent Boost, embedded directly within 8x8 Agent Workspace, delivers contextual, AI-powered support to contact center agents in real time - improving response accuracy, streamlining workflows, and boosting performance. Expanded Post-Call Intelligence with 8x8 Engage and 8x8 Conversation IQ; Get deeper insights from every conversation, including sentiment analysis, talk-time breakdowns, and keyword/topic tracking - automatically extracted from recordings or call logs. Through platform-wide, agent approved innovations, employees are equipped to deliver enhanced customer experiences: Rich Communications Services (RCS) for Business Messaging available with 8x8 Contact Center and through 8x8 Communication APIs; RCS for Business Messaging (RBM) via 8x8 Communication APIs allows for secure, branded interactions with customers, unlocking advanced in-bound and out-bound messaging capabilities for more engaging experiences; Enabling RBM with 8x8 Contact Center drives rich, two-way omnichannel communication with hyper-personalized customer experiences via native RCS. Organizations can now seamlessly connect with customers where they are and transition to an agent in the contact center as needed - with dynamic, trusted messaging across their preferred channels. When an agent sends a secure digital link, consumers can complete transactions instantly - no card entry required. Enhanced Queue Management Features for 8x8 Engage: Pause Queues During Active Calls: Agents can now temporarily pause call queues while on a call or in a meeting, preventing immediate follow-up calls and reducing burnout; Smarter Call Handling with 8x8 Frontdesk Enhancements: Receptionists using 8x8 Frontdesk can now easily identify and decline calls coming into a queue--enabling them to route to the next available 8x8 Engage user, enabling contextual handling and speed. Driving flexibility and scalability, 8x8's new accessibility features include: Improved Accessibility; WCAG 2.1 AA Compliance: Updates to screen reader compatibility across 8x8's ongoing commitment to inclusive design and public-sector-ready accessibility standards; expanded Cordless Coverage with Yealink DECT; 8x8 now supports the Yealink W90 Multi-Cell DECT System, enabling seamless call handling and scalability for larger facilities. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact. To learn more than more than 8x8's new accessibility standards. 8x8, Inc. revealed a series of powerful enhancements to the 8x8 Platform for CX to help organizations deliver superior customer and employee experiences. Enabling organizations to deliver more personalized, efficient, and intelligent interactions - boosting satisfaction, reducing effort, and unlocking greater productivity across teams - the latest innovations across the platform include: RCS Business Messaging for 8x8 Contact Center and 8x8 Communication APIs Digital wallet support via 8x8 Secure Pay; AI-powered interaction summaries, custom transcription dictionaries, and intelligent chat summaries and composition; Improvements to drive compliance with W3C Web Content Accessibility Guidelines (WCAG). 8x8 continues to enhance its 8x8 Platform for C X, which includes 8x8 Contact Center, 8x8 Work, and communication APIs. New AI-powered features that empower organizations to elevate engagement, streamline operations, and deliver exceptional experiences for both customers and employees include: Custom Dictionary for Transcription Accuracy; Custom dictionary allows administrators to build exactly that - tailored dictionaries - in the 8x8 Admin Console, improving transcription precision by teaching the system industry-specific terms, proper names and business-specific jargon. Smarter Messaging with AI in 8x8 Work; AI Chat Summarization: Create conversation summaries starting from any point in a chat - last 24 hours, unread messages, etc.; great for catching up quickly in long threads with multiple participants. Real-Time Agent Assistance to Boost Performance: 8x8 AI Agent Boost, embedded directly within 8x8 Agent Workspace, delivers contextual, AI-powered support to contact center agents in real time - improving response accuracy, streamlining workflows, and boosting performance. Expanded Post-Call Intelligence with 8x8 Engage and 8x8 Conversation IQ; Get deeper insights from every conversation, including sentiment analysis, talk-time breakdowns, and keyword/topic tracking - automatically extracted from recordings or call logs. Through platform-wide, agent approved innovations, employees are equipped to deliver enhanced customer experiences: Rich Communications Services (RCS) for Business Messaging available with 8x8 Contact Center and through 8x8 Communication APIs; RCS for Business Messaging (RBM) via 8x8 Communication APIs allows for secure, branded interactions with customers, unlocking advanced in-bound and out-bound messaging capabilities for more engaging experiences; Enabling RBM with 8x8 Contact Center drives rich, two-way omnichannel communication with hyper-personalized customer experiences via native RCS. Organizations can now seamlessly connect with customers where they are and transition to an agent in the contact center as needed - with dynamic, trusted messaging across their preferred channels. When an agent sends a secure digital link, consumers can complete transactions instantly - no card entry required. Enhanced Queue Management Features for 8x8 Engage: Pause Queues During Active Calls: Agents can now temporarily pause call queues while on a call or in a meeting, preventing immediate follow-up calls and reducing burnout; Smarter Call Handling with 8x8 Frontdesk Enhancements: Receptionists using 8x8 Frontdesk can now easily identify and decline calls coming into a queue--enabling them to route to the next available 8x8 Engage user, enabling contextual handling and speed. Driving flexibility and scalability, 8x8's new accessibility features include: Improved Accessibility; WCAG 2.1 AA Compliance: Updates to screen reader compatibility across 8x8's ongoing commitment to inclusive design and public-sector-ready accessibility standards; expanded Cordless Coverage with Yealink DECT; 8x8 now supports the Yealink W90 Multi-Cell DECT System, enabling seamless call handling and scalability for larger facilities. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact. To learn more than more than 8x8's new accessibility standards.