8x8's X Series cloud comms and CC solution, launched in March last year, has received a capability boost following the introduction of a new third party integration framework, enhanced speech analytics and real-time dashboards.
Dejan Deklich, Executive Vice President and Chief Product Officer at 8x8, said. “8x8 X Series helps companies transform their customer and employee experience with one system of engagement across voice, video, collaboration and contact centre, and one system of intelligence on one cloud-based technology platform."
The new Integration Framework is built on microservices and industry standard APIs. The latest integrations include Microsoft Dynamics 365, Bullhorn and Slack.
And with real-time dashboards contact centre managers can now create their own customised dashboards, share them with other users and display as wallboards to provide visibility on contact centre metrics.
Also, enhanced Speech Analytics, powered by microservices and running on public cloud infrastructure, gathers information from recordings of customer interactions.
"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," added Deklich.