How 8x8's New Omnichannel Upgrades Are Shaking Up Customer Support

Most customer support teams spend hours buried in notes and juggling multiple channels. That's why 8x8's latest AI omnichannel upgrades are turning heads, real-time call summarisation and smarter email workflows mean agents can focus on what matters: the customer. With new tools like the Intelligent Customer Assistant and richer WhatsApp templates, your team can cut through the noise and boost engagement like never before.

Revolutionising Customer Support with AI Technology

Real-Time Intelligence at Your Fingertips

The latest suite of upgrades from 8x8 represents a significant leap forward for contact centres seeking to enhance their customer support capabilities. At the core of these improvements is the integration of real-time AI call summarisation and automated post-call transcription directly into the 8x8 Work platform. These tools automatically capture and log essential details from customer interactions, dramatically reducing the time agents spend on administrative tasks.

For customer service teams, this means less time writing notes and more time focusing on what truly matters: delivering exceptional customer experiences. The system works intelligently in the background, creating comprehensive records that can be accessed instantly by any team member who needs the information.

Streamlined Email Management

The enhanced email workflows in 8x8 Contact Center offer another layer of operational improvement. These updates allow support teams to manage, prioritise and reply to emails more effectively, increasing first-contact resolution rates and reducing customer wait times.

The intelligent sorting and prioritisation features help agents tackle the most urgent enquiries first, while automated response suggestions speed up handling times without sacrificing personalisation. This balanced approach ensures customers receive timely, relevant responses while agents maintain manageable workloads.

Expanding Omnichannel Capabilities

Meeting Customers Where They Are

The 8x8 Engage platform has significantly broadened its channel support to include WhatsApp, Viber, RCS, SMS, Facebook Messenger, voice and video communications. This expansion reflects a fundamental truth about modern customer behaviour: people expect to connect with businesses through their preferred channels, not just the ones that are convenient for the company.

By supporting this diverse range of communication methods, 8x8 allows businesses to meet customers where they are, creating more natural and frictionless interactions. This approach not only improves customer satisfaction but also increases engagement rates across all touchpoints.

Rich Media Engagement

Among the most visually striking updates are the new WhatsApp carousel templates available through 8x8 Connect. These templates enable businesses to create richer, more visual customer communications that tell compelling stories and showcase products or services in an engaging format.

For marketing and support teams, these templates offer a powerful way to boost engagement metrics while potentially reducing campaign costs through more effective messaging. The visual nature of these communications helps cut through digital noise and capture customer attention in increasingly crowded digital spaces.

The Intelligent Customer Assistant

AI-Powered Support Automation

The adoption of 8x8's Intelligent Customer Assistant has seen remarkable growth, highlighting the market's appetite for AI-driven support solutions. This virtual assistant handles routine enquiries and provides instant responses to common questions, freeing human agents to focus on more complex or sensitive issues.

The system continuously learns from interactions, becoming more effective over time at understanding customer intent and providing relevant information. This learning capability ensures the assistant becomes increasingly valuable as it processes more customer conversations.

Business Impact and Strategic Advantages

Unified Communications Platform

These upgrades collectively represent a strategic advantage for businesses operating in competitive markets. By unifying contact centre operations, messaging capabilities and voice communications on a single platform, 8x8 helps organisations create more consistent customer experiences while simplifying their technology stack.

The AI-driven platform enables teams to respond quickly across all channels while maintaining security and compliance at scale. This responsiveness is increasingly critical in a business environment where customer expectations for speed and quality continue to rise.

Measurable Business Benefits

For business leaders and IT decision-makers, the value proposition is clear: these tools can help reduce operational costs while improving customer satisfaction metrics. The real-time call summarisation features alone can save agents several minutes per interaction, which translates to significant productivity gains across large support teams.

Similarly, the improved email workflows and expanded channel support help businesses serve more customers more effectively without necessarily increasing headcount, creating tangible return on investment from technology spending.

Future-Proofing Customer Support

The introduction of these AI omnichannel upgrades from 8x8 signals a broader shift in how customer support will function in the coming years. As AI technology continues to mature, we can expect even deeper integration of intelligent automation into every aspect of customer communications.

For forward-thinking organisations, adopting these technologies now represents not just an operational improvement but a strategic positioning for future competitive advantage in customer experience delivery.