What's new in the 8x8 Work for Desktop/Web 8.28 release?

The 8.28 release introduces new enhancements that improve 8x8 Work app navigation accessibility.

Post-call transcriptions now available for Conversation IQ customers

Customers with Conversation IQ can now access AI-powered Post-Call Transcriptions directly from the Call Recordings tab in 8x8 Work for Desktop and Web.

This enhancement enables faster and easier call review, providing powerful AI insights directly at your fingertips.

What’s New

  • Full Call Transcripts – Review, search and reference complete call text without replaying the entire audio.

  • AI Interaction Insights – Access detailed post-call intelligence in the Interaction Details panel, including:

    • Topic Matcher: Automatically identifies key themes discussed in the conversation.
    • Sentiment Mapping: Visualizes customer sentiment throughout the call.

Benefits

  • Save time with searchable transcripts instead of manual note-taking.
  • Never miss details — key insights are automatically captured and analyzed.
  • Enhance quality management with AI-driven conversation intelligence.

Where to find it

  1. Log in to 8x8 Work for Desktop or 8x8 Work for Web.
  2. Go to the Call Recordings menu.
  3. Open your list of recordings and select a call to view the transcript and AI insights.

These features help streamline post-call processes and ensure nothing important gets missed.

For more details, see Record calls.

The Call Recordings screen displaying transcript, playback controls, and the side panel with topics and sentiment mapping

8x8 Work app site map for easy navigation

8x8 Work now includes a comprehensive site map, which provides users with a complete overview of all application features and areas.

The Site map shows only the features and areas the user has in 8x8 Work based on its capabilities (licences, profile policies, etc.).

This enhancement allows users to:

  • View all available 8x8 Work sections in a single, organized interface, including Search, Calls, Contacts, Conversations, Meetings, Call recordings, Sales & Account Workspace and specialized features.
  • Access any area of the application directly through clickable links from the centralized site map location.
  • Navigate more efficiently by viewing the complete structure of 8x8 Work at a glance, with logical groupings of related functionality, including communication features, contact management, and productivity tools.
  • Enhanced accessibility that meets WCAG standards, ensuring all users can navigate the application effectively.

The 8x8 Work Settings menu displaying the Site Map section, listing quick links to areas such as Calls, Contacts, Meetings, Call Recordings, and Account Settings

Access the Site map section

  1. Log in to 8x8 Work for Desktop.
  2. From the navigation menu, go to Settings > Site map.
  3. The site map shows a complete structure of the 8x8 Work for Desktop app, including all features and areas.

To learn more, see Use the site map to navigate the 8x8 Work for Desktop.

Introducing Ring Groups in the 8x8 Work for Desktop and Web

We’ve introduced a new Ring Groups tab in 8x8 Work for Desktop and Web, giving users a centralized place to view and manage all the ring groups they belong to.

For the first time, users can now log in and log out of individual ring groups directly from the app, making call handling more flexible and efficient.

Note: The Ring Groups tab is hidden by default and becomes visible only when enabled by administrators in the 8x8 Admin Console. To learn more, see 8x8 Admin Console - Configure Work Apps Settings.

What’s New

  • A dedicated Ring Groups tab shows all ring groups assigned to the user.
  • Users can now log in and log out of supported ring groups directly from the tab.
  • Admins can control visibility of non-interactive ring groups via the new Display ring groups without login/logout controlsetting through Work Apps Settings in the 8x8 Admin Console.
  • Users can also open analytics for each ring group directly from the panel.

Ring groups accessibility behavior

The new Ring Groups tab displays ring groups based on user permissions:

  • Groups with login/logout permissions: Users can choose when they are available to receive calls from these groups.
  • Groups without login/logout permissions: Users are always active members and cannot toggle availability.
  • Automatic behavior: If a user is assigned only non-interactive ring groups and the admin has disabled the visibility setting, the Ring Groups tab is automatically hidden to keep the UI clean.

Benefits

  • Centralized visibility: All assigned ring groups appear in one place.
  • Improved call management: Users can control their availability by logging in or out of specific groups.
  • Focused experience: Displays only the ring groups that users can actively manage
  • Smart behavior: The Ring Groups tab is automatically hidden if the user only belongs to non-interactive groups and the admin has disabled visibility.
  • More efficient workflows: Quick access to ring group analytics for performance insights.
  • Admin control: Enables admins to maintain control over visibility and user access settings.
  • Default setting: Visibility of non-interactive ring groups is OFF by default.

For more information, see Ring Groups.

8x8 Work Ring Groups screen showing logged-in and available ring groups with options to log in/log out and open analytics. A dial pad appears on the right for outbound calls

Accessibility improvements

  • Screen reader users will now experience smoother navigation in the General area, making the app easier to use and more inclusive.

What's new in the 8x8 Work for Desktop/Web 8.27 release?

The 8.27 release introduces new enhancements that improve messaging, accessibility, and call handling flexibility.

New Call Transcriptions - Smarter call reviews with searchable transcripts

8x8 Work for Desktop and Web now supports call transcriptions in the Call Recordings section, making call reviews faster and easier. This feature automatically converts voice calls into accurate, searchable text so you can quickly review, search, and analyze conversations.

Features

  • Available for UC recorded calls in 8x8 Work for Desktop and Web.
  • Requires an active CIQ license
  • Automatically transcribe inbound and outbound calls from multiple supported languages, based on your selected UI language.

Benefits

  • Faster reviews – Search and scan transcripts instead of replaying entire calls
  • No missed insights – Key details are captured and always accessible
  • Better productivity – Eliminate manual note-taking and keep accurate records
  • Seamless workflows – Sync transcripts with your CRM or help desk for easy integration

How to access a call transcription

  1. Go to the Call Recordings menu.
  2. Open your list of recordings.
  3. Scroll or use the search bar to find the phone number or call you're looking for.
  4. Click the recording to review.
  5. Use the playback controls to listen to the recording.
  6. Optional: Use the playback controls to listen to the call, or check the side panel for transcriptions, topics, call talk time and sentiment mapping.
  7. Click X in the upper-right corner to close the call recording panel.

The Call Recordings screen displaying transcript, playback controls, and the side panel with topics and sentiment mapping

For more details, see Record calls.

AI writing tools now support your preferred language

AI Writing tools frequently generate rephrased content and replies exclusively in English, making the functionality ineffective for clients operating in non-English locales.

The AI writing tools now provide responses in your preferred language, saving time and making collaboration easier for global teams.

8x8 Work Desktop: Side-by-side view showing an AI-generated reply in the user's preferred language within a thread conversation

To learn more details about AI writing tools, see Create expressive messages with Compose with AI.

CC Channel in Incoming Call banner - Limited Availability

Note: This feature is currently on Limited Availability (LA). For feature enablement, contact us at [email protected].

When you receive calls through Contact Center channels, the incoming call banner now displays both the channel name and channel number, so the UC users know exactly where each call is coming from before answering.

UC users were struggling with poor call context when receiving transfers from Contact Center channels. When a call was transferred from a contact center to a UC user, they would only see configured CallerID number on their incoming call display, leaving them completely in the dark about the call's origin and purpose.

When you receive calls through Contact Center channels, the incoming call banner now displays both the channel name and channel number, so the UC users know exactly where each call is coming from before answering.

Comparison of old and new incoming call banners, showing added channel name and number in the updated version

To learn more about placing and receiving calls, see Place and receive calls.

Accessibility improvements

Screen reader users will now experience smoother navigation in the General area, making the app easier to use and more inclusive.

What's new in the 8x8 Work for Desktop/Web 8.26 release?

With version 8.26, we’ve introduced new enhancements:

Ability to initiate calls from 8x8 Voice for Microsoft Teams

Users can now start calls directly from the 8x8 Work app for Microsoft Teams, with the calls taking place seamlessly within the Microsoft Teams interface. This integration provides a unified communication experience.

All calls initiated through the 8x8 Work app within Microsoft Teams are automatically synchronized and logged in the Microsoft Teams calls tab. This helps keep call history tracking accurate, maintaining consistency across both platforms. For more information, refer to the 8x8 Voice for Microsoft Teams User Guide.

Expanded conference calling access

We’ve introduced new enhancements that make calling more flexible, improve accessibility, and enhance overall usability—especially for users without 8x8 Meet access.

Users without an 8x8 Meet license can now initiate conference calls directly from the desktop app. Broader collaboration is now possible without requiring additional licenses.

Improved accessibility

Screen reader support has been enhanced in 8x8 Frontdesk and general areas, offering a smoother experience for users who rely on assistive technologies.

Additional information

If you are interested in learning more about new features within 8x8 Engage, refer to What's new in 8x8 Engage.

For details on features introduced prior to this release, see our list of previous releases.