What’s new for 8x8 Contact Center Beta users?

In this release of 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., we have introduced the following enhancement for Beta users:

Introducing the Customer 360 experience

We’ve redesigned 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace with a more responsive layout to help you stay focused and work efficiently. The new responsive design allows you to adjust the view to your needs. Opt for the expanded view to place more emphasis on your workspace. Opt for a narrower view, perfect for smaller screens to focus on the essentials.

Customer 360 is now available for organizations:

  • With Local CRM
  • Without Local CRM

The differences between Customer 360 with and without Local CRM enabled are summarized in the table below:

Feature With Local CRM Without Local CRM
Data source Uses records and data stored in the local CRM module. Uses only data available in Analytics.
Customer identity Shows a complete customer identity using CRM records. Shows data based on a contact identifier such as a phone number or email address.
Interaction history Provides full customer history without switching views. Shows past interactions linked to a contact identifier, such as an email address or phone number.
Record interaction Allows agents to interact directly with CRM records and data. Doesn’t allow interaction with CRM records or data.
Visibility of insights

Includes sentiment analysis and topics in the standard profile snapshot.

Note: Topics and sentiment require a Speech Analytics license and at least two prior recorded interactions

Shows sentiment and topics only when Speech Analytics is enabled.

Note: Topics and sentiment require a Speech Analytics license and at least two prior recorded interactions

CRM actions Allows agents to log cases, update records, and perform CRM actions in a single view. Doesn’t support interaction with CRM-specific records.

For agents:

For administrators:

Enhanced directory

Access the enhanced directory from the side navigation bar by clicking Customer management.

From here, you can view the customer list, contacts, cases, tasks, and monitor agents.

Introducing the 8x8 Smart Assist integration (Limited availability)

We’re introducing support for the 8x8 Smart Assist integration, a new AI-powered feature in 8x8 Agent Workspace. It helps agents work smarter and respond faster during customer interactions.

Contact Center agents often deal with too much information, slow response times, and disjointed workflows. These challenges can lead to longer call handling times and inconsistent responses. 8x8 Smart Assist helps by providing real-time insights, intelligent suggestions, and automated summaries. It reduces manual effort and lets agents focus on giving customers a better experience.

Note: Only users enabled by an admin can access 8x8 Smart Assist.

Key benefits

  • Real-time support: Provides contextual insights during live conversations, helping agents respond faster and more accurately.
  • Automated summaries: Reduce wrap-up time with AI-generated call summaries and CRM updates.
  • Next best action: Offers proactive recommendations based on the current conversation.
  • CRM and knowledge base integration: Provides access to customer history, FAQs, and troubleshooting guides within the same panel.

Requirements

  • 8x8 Smart Assist enabled by the admin
  • You must enable third-party cookies for 8x8 Smart Assist to display in your 8x8 Agent Workspace account.

Limitations

  • 8x8 Agent Workspace and 8x8 Smart Assist have separate login systems. Use the unique credentials provided for each to sign in.
  • 8x8 Smart Assist is not currently supported in external CRMs.

Log in to the 8x8 Smart Assist

Agents enabled to use this feature will see the 8x8 Smart Assist icon in the right-hand navigation panel of your 8x8 Agent Workspace.

To log in to the 8x8 Smart Assist:

  1. Log in to 8x8 Agent Workspace using your credentials.
  2. Place yourself in Available or Work Offline status.
  3. On the right side of your screen, locate the 8x8 Smart Assist panel.
    • If the panel is hidden, click the 8x8 Smart Assist icon in the right navigation bar to open it.
    • You can also click the double arrow icon to show or hide the 8x8 Smart Assist panel as needed.
  4. In the 8x8 Smart Assist panel, add your username.

    5. Note: Use your 8x8 Smart Assist login details as provided by your administrator.

  5. Click Continue.
  6. Add your password.
  7. Click Login.
    The panel displays blank until you accept an interaction.

Overview of the 8x8 Smart Assist panel

The 8x8 Smart Assist panel is tailored by your organization to guide you when handling both chat and voice interactions. While the interface is consistent across channels, the available tabs vary slightly depending on whether you're handling a chat or voice interaction. This ensures each interaction type is supported by the most relevant tools, reducing clutter and helping you stay focused:

  • Intents: Lists suggested topics and auto-checks completed ones.
  • Entities: Shows people involved, location, and timestamps.
  • Conversation: Displays only for chat interactions. Allows you to follow the conversation within the 8x8 Smart Assist panel.
  • AI: Provides a summary and lets you type questions directly to the AI assistant.

How does 8x8 Smart Assist handle disposition (wrap-up) codes?

If configured by the admin in 8x8 Smart Assist, when an interaction ends, the AI automatically suggests a wrap-up code based on the conversation summary. This helps efficiently classify the interaction. You can select another code if necessary.

If not configured or if the codes are not clearly defined, you must manually select the relevant wrap-up code.

Note: Disposition codes that use acronyms or internal numbers may not be recognized by the AI.