8×8, Inc. (NASDAQ: EGHT), a leading integrated cloud communications platform provider, today announced new AI-driven enhancements that transform business and contact center performance through enhanced customer experiences. The new capabilities include 8×8 Intelligent Customer Assistant and 8×8 Supervisor Workspace for 8×8 Contact Center as well as a platform-wide integration with OpenAI. By infusing deeper AI/ML, natural language understanding models, and performance capabilities into 8×8 Contact Center, and across the 8×8 XCaaS™ (eXperience Communications as a Service™) integrated cloud communications and contact center platform, 8×8 enables customer-obsessed organizations to build exceptional customer journeys, enhance team productivity, and empower leaders with advanced real-time insights.
“Transforming into an AI-powered contact center is no longer a luxury; it’s a necessity for companies that want to deliver stellar customer experience and gain competitive advantage,” said Robin Gareiss, CEO and Principal Analyst at Metrigy. “Our research clearly shows that investing in AI, platform integration, and more efficient operational processes delivers results. For example, conversational AI alone improves revenue by 20.7%, customer ratings by 26.7%, and agent productivity by 22.7%. Companies with such success rates invest 92.2% more than unsuccessful companies on CX technologies.”