New Call Transcriptions - Smarter call reviews with searchable transcripts

OpenRelease 8.27

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

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.

CC Channel in Incoming Call banner - Limited Availability
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.

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