The News: Integrated cloud contact center and unified communications (UC) provider 8×8 has introduced new capabilities to its 8×8 eXperience Communications as a Service (XCaaS) platform that will help support improved customer and employee experiences. Specific features include enhancements to 8×8 Supervisor Workspace, contact center analytics tools, agent performance tracking capabilities, and streamlined customer journey mapping. See the full announcement on the 8×8 website.
8×8 Announces Enhancements to Support Better CX and EX
Analyst Take: The most recent 8×8 announcement encompasses several capabilities in its 8×8 Contact Center offering, including functionality that will make its Supervisor Workspace more personalized and easier to use, improving analytics and reporting, and refining customer journey mapping.
8×8’s Supervisor Workspace is a single unified application tool that pulls together information from all the various sources supervisors are using daily. This could be internal data as well as third-party data like workforce management (WFM) and CRM. It is customizable (with no code required) with a variety of widgets and has full analytics and performance management data. This update includes new metrics (some real-time) and filters, enhanced reporting tools have been developed, and managers have access to instant insights that can be put into action quickly. Supervisor Workspace works seamlessly with Agent Workspace.
Another interesting addition, according to an 8×8 webcast product update, is enabling agent access to some of their own interaction analytics, which helps to provide transparency and keep agents motivated and engaged, something that can be challenging in this era of agents being remote or hybrid. Improvements to customer journey mapping were also highlighted, with better visualization of interaction transfers.
8×8 also made updates to its Unified Communications Platform, its Communication APIs, and has extended the reach of its public switched telephone network (PSTN) replacement services to 50 countries.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
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Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
