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8x8 adds customer context tools across support channels

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8x8 adds customer context tools across support channels

8x8 has released updates to its Platform for CX aimed at carrying customer context across contact centre, communications and AI interactions.

The additions include Customer 360 in Agent Workspace, new deployment options for AI agents in AI Studio, and a single voice interaction timeline in JourneyIQ. They are intended to reduce the need for customers to repeat information when moving between channels or between human and automated support.

Customer 360 brings a customer's interaction history into a single view for agents using 8x8 Agent Workspace. It draws on a shared memory layer across the platform and can include AI-generated sentiment and topic insights where speech analytics is enabled.

That means agents can review previous contacts without switching between tabs or systems. This should help staff resolve issues more quickly and give customers a more continuous experience.

In AI Studio, businesses can now build an AI agent once and use it across voice, SMS, WhatsApp, 8x8 Work and web channels. Returning callers can be recognised at the start of an interaction, while the same AI tools in 8x8 Contact Centre can assist human agents by surfacing answers and recording notes during live conversations.

JourneyIQ, available through the 8x8 App Store, now shows voice interactions across 8x8 Engage, 8x8 Work, 8x8 Contact Centre and 8x8 AI Studio on a single timeline. It also includes a visual path map designed to show where calls are transferred, stalled or dropped.

Another part of the update concerns Salesforce users. As Salesforce phases out Open CTI, 8x8's Chrome extension for Salesforce will continue to support screen pop, interaction logging and automated record creation across voice and other channels, without requiring an additional licence.


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