8x8 Communications Solutions

8x8 Communications Solutions: Comparisons, Review, Benefits, Use Cases, Pros & Cons

Author: Netify Research Team

If you have questions about 8x8 and how their capability is aligned to your needs, email the Netify research team.
UK: uk@netify.co.uk North America: northamerica@netify.com

(Please use the UK email for ROW - Rest of the World - questions or enquiries)

8x8 Products and Services:

8x8's product portfolio includes a range of VoIP and communications solutions, with additional cybersecurity and AI capabilities:

Products:

Unified Communications:

• The 8x8 eXperience Communications Platform (comprehensive platform integrating voice, video, contact centre and chat APIs). 
• Cloud PBX
• Microsoft Teams Integration
• Customer Experience Enhancement 
• Business Continuity Planning
• Collaboration and Mobility 
• Customer Experience Enhancement 
• 8x8 Work Apps (combines business communications into a single application. Leverages Cloud PBX to work remotely)
• Office Communications
• Business Phone 
• Video Conferencing 
• APIs: SMS, voice, video, chat applications
• Team Chat

Business Services:

• Business Continuity Planning
• Sales and Customer Service
• Marketing and Demand Generation 

Cybersecurity:

• Security and Authentication
• Consumer Proprietary Network Information (CPNI)
• Secure Coding Practices List (OWASP and CWE)
• Fraud Detection
• Secure Endpoint Provisioning

Cloud:

• Cloud Migration
• Cloud PBX (IP fax services, full SMS capabilities, local or toll-free numbers in more than 120 countries and unlimited calling in 47 countries, automated customer calling and cloud-based call recordings). 

Advanced Analytics and AI:

• Automated Customer Service
• Speech Analytics on Calls 
• AI Functionality Models 
• Transactional Data Stores

Changes to the 8x8 eXperience Communications Platform (Summer 2022)

Unified Communications:

• 8x8 Meetings and Salesforce integration
• Enhancements to post-meeting summaries, including video snippets and snapshots of shared content from recorded meetings
• The video layout of meetings is dynamically adjusted and centring the participant's face.
• Driving mode for meetings
• Inbound SMS spam blocking from any external number not saved as a contact
• Enhancements to 8x8 Frontdesk, including parking calls for a specific site which site users can retrieve
• Interface enhancements and work app usability, including predefined status options, five levels of noise suppression for microphone input and visual banner notifications when the call waiting tone is disabled for parked and incoming calls

Contact Center:

• Advanced email filtering to distribute emails automatically to best-fit agents and queues based on keywords and content analysis
• Customers and agents can now attach images, videos and documents such as PDFs when communicating via webchat
• Merge 8x8 Contact Center directory and 8x8 Work users within Agent Workspace
• The ability to resize the Agent Workspace Control Panel
• Enhancements to Quality Management/Speech Analytics and Recordings to enrich post call survey analysis, add to data security and allow for more rigorous interaction evaluation

Globalization:

• Expanded PSTN replacement services with 8x8 Global Reach™ extending to 54 new countries, including Slovakia, Latvia and Israel

Communication APIs:

• Improvements to contact management for 8x8 Connect and 8x8 Converse including Contact unification and Contact group segmentation
• Chat Apps Enhancements and Microsoft Azure Active Directory Single Sign-On supported by 8x8 Connect