8×8 Intros New X-Series Cloud, Contact Center Capabilities

Cloud services provider 8×8 on Tuesday introduced a series of new capabilities to its X Series, its cloud-based technology platform for business communications and contact center. The new capabilities include advanced speech analytics, an enhanced integration framework and real-time dashboards that 8×8 says will help businesses of all sizes to accelerate growth by improving communication experiences between employees and customers.

8×8’s Dejan Deklich

“We launched 8×8 X Series in 2018, and it remains the industry’s only cloud communications platform to offer voice, video, chat and contact center through one application,” said Dejan Deklich, executive vice president and chief product officer at 8×8. “Today’s announcement reflects our commitment to continue to deliver a superior communications solution.”

In making its announcement, 8×8 identified key new capabilities and enhancements for X Series:

• Powering business ecosystems with communications: The 8×8 Integration Framework is built on microservices and industry-standard APIs, making it easier and faster to embed communications into CRM, ERP, help desk and productivity applications, the company says. The latest integrations include Microsoft Dynamics 365, Bullhorn and Slack. Businesses can accelerate responsiveness, enable company-wide engagement and provide data-driven insights that empower employees to deliver better customer experiences.
• Speech analytics for contact centers: The enhanced 8×8 Speech Analytics, powered by microservices and running on public-cloud infrastructure, gathers information from recordings of customer interactions, enabling companies to use data to optimize customer experiences. Businesses gain instantaneous insights through predefined categories, topics and hundreds of predefined words and phrases, eliminating expensive professional service costs associated with competitive solutions and providing immediate time-to-value.
• Real-time dashboards for contact centers: Contact-center managers can create their own customized real-time dashboards, share them with other users and project them as wallboards to provide visibility on important contact-center metrics.

Less than a week ago, 8×8 was identified as one of five leading global UCaaS companies in a new report by Transparency Market Research. The report notes that the top five players are especially focused on combining business applications and processes.