8×8 is rolling out a series of practical upgrades across its customer experience platform, aiming to make conversations easier to manage, payments quicker to complete, and support teams better equipped to do their jobs.
At the centre of the update is a set of new AI tools which enable agents to receive real-time support inside the 8×8 workspace, with AI offering suggestions based on context during live calls. For internal communication, 8×8 Work users can generate summaries of chat threads and draft messages with tone presets. These are helpful for anyone trying to catch up or communicate clearly without spending time fine-tuning every word.
Other features target long-standing pain points in customer interactions. Receptionists using 8×8 Frontdesk now have better control over queues, including the ability to pause incoming calls during active conversations. Meanwhile, the contact centre gets access to richer messaging through RCS, allowing for more interactive and branded customer messages.
On the payment front, 8×8 Secure Pay now supports Apple Pay and Google Pay for mobile transactions. When an agent sends a payment link over SMS, customers can tap to complete the payment, no needing to pull out a credit card.
Hunter Middleton, chief product officer at 8×8, said: “Whether it’s improving how organisations 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.”
In terms of compliance, the platform now aligns with WCAG 2.1 AA accessibility standards, with improvements to screen reader compatibility across 8×8 Work. And for businesses with larger physical spaces, 8×8 now supports Yealink’s multi-cell DECT system to extend cordless phone coverage.