8x8’s Latest Platform Innovations Enable Organizations to Bridge Customer Experience Gaps and Deliver Superior End-to-end Customer Engagement - Seite 2

• Improved Analytics and Reporting: Organizations can now use a new version of the Calls by DID report to track incoming call activity to phone numbers, see aggregated call volumes, and review how calls were handled at every number—regardless of how the call was handled.
• 8x8 Work Usability and Interface Enhancements: New features for 8x8 Work include:
  • Enhanced internal caller identification, call details tooltip, and voicemail log details
  • The ability to toggle on/off the app startup sound
  • Country-specific ringback tone while waiting for a call to be answered
  • Improved UI accessibility for screen readers
  • Optimized search during an incoming call while the app is in Compact mode
  • Intuitive call forwarding when routing calls to a user on a different PBX system
• Supervisor Workspace Interface Enhancements: Enhancements include the ability to further personalize the workspace by selecting and organizing which agent and queues metrics and tables are visible to create a visually appealing view of the key information supervisors require.
• Enhancements to 8x8 Smart Channel Routing: The feature empowers businesses with cost-effective message delivery, seamlessly routing SMS messages to specific telecom operators and delivering them via alternative channels such as Viber. Other improvements include the integration of new messaging channels, offering more versatility by enabling one time password messages to be routed to WhatsApp and Zalo.
• Improvements to the 8x8 CPaaS Platform:
  • Self-registration for WhatsApp Business account and SMS Sender ID on 8x8 Connect
  • Intelligent routing in 8x8 voice solutions
  • SMS integration with CleverTap

“At 8x8, we understand that all innovations should be intentionally engineered to enable organizations to bridge gaps between channels and teams, both internally and externally, to drive superior customer experiences and business success,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “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 at every step of the customer journey.”