8x8 Delivers the Latest AI-Powered Platform Innovations to Drive Customer Experience Across the Entire Business
8x8 Delivers the Latest AI-Powered Platform Innovations to Drive Customer Experience Across the Entire Business
Recent Platform Enhancements Include Extending 8x8 Intelligent Customer Assistant to Support Voice Interactions and Additional AI Capabilities Across the Entire 8x8 Platform
最近平台更新包括扩展8x8智能客服以支持语音交互和跨整个8x8平台的其他人工智能功能。
CAMPBELL, Calif.--(BUSINESS WIRE)--Jul. 25, 2024--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced recent innovations and enhancements to the 8x8 cloud platform. The latest enhancements include extending 8x8 Intelligent Customer Assistant to support voice interactions and new AI capabilities spanning the entire 8x8 platform. The new features enable organizations to drive business success through enhanced customer and employee experiences and engagement.
加利福尼亚州坎贝尔--(BUSINESS WIRE)--2024年7月25日--8x8公司(纳斯达克股票代码:EGHT)是一家领先的集成云联系中心和统一通信平台提供商,宣布最近针对8x8云平台的创新和增强。最新的增强功能包括扩展8x8智能客户助手以支持语音交互,以及横跨整个8x8平台的新人工智能功能。这些新功能能够通过增强客户和员工的体验和参与来帮助组织实现业务成功。
Recent platform innovations to support customer engagement across the entire business include:
支持跨整个业务的最新平台创新包括:
- 8x8 Intelligent Customer Assistant Support for Voice: 8x8 Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service experiences. The platform now supports human-like voice as well as digital interactions across multiple regions and languages to deliver automation and personalized experiences at scale.
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Platform AI Enhancements: 8x8 enables organizations to ingest, analyze, and act on customer interactions to provide a richer experience at every step in the journey. Recent enhancements include:
- Improved AI-powered Transcriptions Accuracy and Expanded Language Support: Customers can leverage improved AI transcription summaries with even greater accuracy at no additional cost, as all Interaction Analytics services have been updated to the latest transcriptions model. The latest models also support the ability to transcribe speech in multiple languages and translations. Feeding improved transcription summaries into AI models is critical to improving model accuracy and serves as the foundation for organizations to make the most out of their customer interactions, whether it's reviewing transcripts for a more personalized experience or identifying trends in the contact center.
- AI Summarization for External CRMs: AI summarization can be accessed in an organization's CRM of choice, such as Salesforce, Zoho, or other leading providers. Contact center agents on active calls can easily access the AI summarization from previous calls, helping to provide more context about the customer and deliver a more personalized experience.
- External AI Summarization Plug-in: Plug-and-play external AI (LLM) for 8x8 Contact Center means businesses can leverage an existing AI provider for summarizations. Supervisors can gain quick access to interaction summaries from third-party AI solutions within their workspace, providing valuable insights at their fingertips.
- Meeting Summarization: 8x8 meetings now support AI-powered in-meeting catch up summaries and post-meeting summary emails for easier follow-ups and action items.
- 8x8智能客服语音支持:8x8智能客服是一种强大、用户友好的对话人工智能解决方案,可使企业创建即时、轻松、引人入胜的自助服务体验。该平台现在支持类似人类的语音以及在多个地区和语言中进行数字交互,以提供自动化和个性化的大规模体验。
- 平台人工智能增强功能:8x8使组织能够吸收、分析和处理客户互动,从而在客户旅程的每个步骤上提供更丰富的体验。最近的增强功能包括:
- 提高基于人工智能的转录准确性和扩展语言支持:客户可以利用升级后的交互分析服务中提供的更准确的人工智能转录摘要,而无需支付额外费用。最新的模型还支持转录多种语言和翻译的能力。通过向人工智能模型提供更好的转录摘要来提高模型的准确性是改进模型准确性的关键,并为组织利用其客户互动建立联系的基础,无论是审查摘要更个性化的体验还是识别联系中心趋势。
- 用于外部客户关系管理系统的AI摘要:AI摘要可以在组织所选择的CRM(例如Salesforce、Zoho或其他领先的提供商)中访问。正在通话的联系中心代理可以轻松地从以前的通话中访问AI摘要,帮助提供关于客户的更多背景信息,并提供更个性化的体验。
- 外部人工智能摘要插件:Plug-and-play的外部人工智能(LLM)可用于8x8联系中心,这意味着企业可以利用现有的人工智能提供商来进行摘要。在他们的工作空间中,监督者可以快速访问来自第三方人工智能解决方案的交互摘要,这为他们提供了有价值的见解。
- 会议摘要:8x8会议现在支持基于人工智能的会议追赶摘要和后续行动项目的电子邮件摘要,以便更轻松地跟进和完成工作。
Additional updates to 8x8's cloud contact center, unified communications, and communications API platform include:
8x8的云联系中心、统一通信和通信API平台的其他更新内容包括:
- Proactive Outreach: Interact for Proactive Outreach enables direct communication with customers at scale via SMS and WhatsApp messaging channels, with inbound messages seamlessly routed to the contact center for agents or bots to handle. Businesses can utilize the flexible sender feature in 8x8 Connect or leverage full API access to integrate programmatically, offering versatile options to suit specific needs.
- Supervisor Workspace Mobile: An intuitive, mobile-first designed interface with single-value widgets and quick access to the most common configuration options so supervisors can quickly keep a pulse on their contact center operations on the go.
- 8x8 Admin Console UI Available in French-Canadian: The 8x8 Admin Console interface is now available in French-Canadian to better meet the needs of global customers.
- Silent Mobile Authentication for CPaaS Customers: Provides a seamless method of mobile verification, allowing users to verify phone numbers with just one click and without manual input. Instead of receiving and entering a code, users are automatically verified based on their network IP. This approach enhances security and delivers a smoother experience when accessing mobile services or applications.
- Native WhatsApp Integrations: 8x8 WhatsApp messaging capabilities are now natively integrated into customer engagement platforms CleverTap and MoEngage. This integration allows businesses to leverage the robust features of 8x8's messaging services directly within these platforms, enhancing customer interactions through seamless and efficient communication
- WhatsApp Campaign Scheduler: The new WhatsApp scheduling capabilities enhance efficiency by automating communication workflows and ensuring timely, consistent content delivery. It aids in strategic planning, improves team coordination, and enhances customer experience through personalized interactions.
- 主动推展:通过Interact for Proactive Outreach,企业可以通过短信和WhatsApp消息渠道直接与客户进行大规模的直接沟通,并将传入消息无缝路由到联系中心供代理商或机器人处理。企业可以利用8x8 Connect中的灵活发送方选项,或利用完全API接入来集成编程,从而提供适合特定需求的多功能选项。
- 监管人员工作区移动版:使用单值小部件和快速访问最常用配置选项的直观、以移动为先设计的界面,监管人员可以快速在移动设备上监控其联系中心运营状况。
- 8x8管理控制台界面现在支持加拿大法语:8x8管理控制台界面现在支持加拿大法语,以更好地满足全球客户的需求。
- CPaaS客户的静默手机验证:提供了一种无缝的移动验证方法,允许用户仅用一个点击即可验证电话号码,无需手动输入。用户根据其网络IP自动验证,而不是接收和输入代码。这种方法可以增强安全性,并在访问移动服务或应用程序时提供更流畅的体验。
- 原生WhatsApp集成:8x8 WhatsApp消息功能现在原生集成到客户参与平台CleverTap和MoEngage中。此集成使企业能够直接在这些平台内利用8x8的消息服务的强大功能,通过无缝和高效的通信增强客户互动。
- WhatsApp活动计划程序:新的WhatsApp计划功能增强了自动化通信工作流程,确保及时、一致的内容传递。它有助于战略规划、改善团队协调,并通过个性化互动增强客户体验。
"Driving business success starts and ends with understanding what our customers want and need, and then providing solutions that allow customers to meet those needs from anywhere within their organization," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "The continued pace of innovation at 8x8, including our focus in AI-driven and automated workflows across the platform, ensures that we are providing organizations with the solutions they need to bridge traditional gaps in the customer journey, thereby helping our customers deliver superior customer engagement across their entire organization every step of the way."
8x8公司首席产品官亨特·米德尔顿(Hunter Middleton)表示:"实现业务成功始于理解客户的需求,然后提供解决方案,使客户可以从其组织的任何位置满足这些需求。"他还表示:"8x8持续创新,包括我们专注于在整个平台上进行人工智能驱动和自动化工作流程,以确保我们为组织提供他们所需的解决方案,以弥补传统的客户旅程差距,从而帮助我们的客户在途中的每一步实现卓越的客户互动,跨整个组织。"
The 8x8 integrated cloud contact center and unified communications platform includes contact center, business phone, video meetings, team chat, and SMS capabilities in a single-vendor solution. The platform is built on a resilient, secure, and compliant platform, which offers the highest levels of reliability with financially backed, platform-wide 99.999% uptime SLA across an integrated cloud UCaaS and CCaaS solution.
8x8集成云联系中心和统一通信平台包括单一供应商解决方案中的联系中心、商业电话、视频会议、团队聊天和短信功能。该平台建立在一个坚韧、安全、合规的平台上,提供了金融支持的平台范围99.999%的上线SLA,覆盖了集成的云UCaaS和CCaaS解决方案。
8x8 customers can register for the upcoming 8x8 webinar to learn more about the latest customer and employee experience enhancements.
8x8的客户可以注册即将举行的8x8网络研讨会,了解更多关于最新客户和员工体验增强功能的信息。
Caution Concerning Forward-Looking Statements
关于前瞻性声明的注意事项
This press release contains forward-looking statements. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8's periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8x8 undertakes no obligation to update any forward-looking statements.
本新闻稿包含前瞻性声明。 读者应当注意,此类前瞻性声明涉及风险和不确定性,这些风险和不确定性可能导致实际事件或我们的实际结果与任何此类前瞻性声明中所表述的不同。读者被引导评估8x8向证券交易委员会(SEC)提交的定期和其他报告,以了解此类风险和不确定性。8x8不承担更新任何前瞻性声明的义务。
About 8x8, Inc.
关于8x8, Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business communications as a leading Software as a Service provider of 8x8 XCaaS (Experience Communications as a Service), an integrated contact center, voice communications, video, chat, and SMS solution built on one global cloud communications platform. 8x8 uniquely eliminates the silos between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to power the communications requirements of all employees globally as they work together to deliver differentiated customer experiences. For additional information, visit , or follow 8x8 on LinkedIn, X and Facebook.
8x8公司是一家领先的软件即服务提供商,提供基于全球云通信平台的8x8 XCaaS(体验式通信即服务)集成联系中心、语音通信、视频、聊天和短信解决方案。8x8通过消除基于共同平台的统一通信即服务(UCaaS)和联系中心即服务(CCaaS)之间的隔阂,独特地满足了全球所有员工的通信需求,让他们一起努力提供不同寻常的客户体验。欲了解更多详细信息,请访问,或关注8x8的LinkedIn、X和Facebook。
8x8, 8x8 XCaaS, Experience Communications as a Service, Experience Communications Platform are trademarks of 8x8, Inc.
8x8,8x8 XCaaS,体验通信即服务,体验通信平台是8x8,Inc.的商标。
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