In today’s business environment, simply meeting customer expectations is no longer enough. Enterprises must also meet rising demands for compliance, security, and operational agility. 8x8, Inc., a leader in integrated customer experience (CX) solutions, is addressing these challenges with the latest enhancements to the 8x8 Platform for CX. These innovations strengthen regulatory compliance, simplify complex processes, and provide deeper performance insights all without adding to operational costs.
The new capabilities span 8x8 Contact Center, 8x8 Engage, 8x8 Work, and communication APIs, empowering enterprises to work smarter, deliver personalized service, and build customer loyalty that drives long-term growth.
Strengthening Security and Compliance
One of the major updates is the integration of 8x8 Contact Center with MNET CoreAccess+ for Financial Services. This integration links seamlessly with platforms like Jack Henry and Fiserv, allowing bots, IVRs, and agents to access real-time data, securely verify users, and provide personalized, compliant service designed for banks and credit unions.
8x8 is also helping contact center teams perform more effectively with Smart Assist and Conversation Intelligence. By analyzing 100% of customer interactions, the platform provides real-time AI coaching to agents, helping reduce churn, improve conversion rates, and maintain compliance. Built-in sentiment and intent analysis help leaders boost coaching and quality assurance, all without needing to hire more staff.
AI-powered chat summarization now detects the language of conversations automatically, ensuring multilingual teams receive clear and accurate summaries.
Another boost comes from CRM Integration Profiles, which let administrators customize workflows across Salesforce, Microsoft Dynamics, Zendesk, NetSuite, and Zoho. With no coding or professional services required, enterprises can streamline operations, accelerate onboarding, and tailor experiences by department, team, or region.
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Delivering End-to-End Journey Orchestration
The launch of JourneyAPI allows organizations to trace every customer interaction across transfers, queues, and teams. By consolidating these interactions into a single API view, CX and business leaders gain visibility into service quality and unified performance metrics, enabling better decision-making and optimization.
Hunter Middleton, Chief Product Officer at 8x8, Inc., said:
“CX leaders are being asked to do more with less move faster, stay compliant, and deliver seamless experiences at every touchpoint. These new capabilities are built for that reality. From smarter automation to tighter compliance and deeper visibility, we’re helping customers bridge the gap between rising expectations and what teams can deliver – without adding complexity.”
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Enabling Smarter Global CX
