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8x8 Support

*BETA* Quality Management and Speech Analytics support for 8x8 Work

Objective

The Quality Management and Speech Analytics (QM/SA) application now offer support for 8x8 Work users in addition to the existing support for 8x8 Contact Center. This allows organizations to enhance customer communication experiences and maximize user efficiency.

Applies To

  • 8x8 Work
  • Quality Management and Speech Analytics 
Note-Icon.png Note: Quality Management and Speech Analytics add-ons for 8x8 Work are compatible with all X series licenses.

Features

  • Speech and text analytics for client interactions via 8x8 Work: This allows you to discover content trends and identify coaching opportunities based on recorded interactions.
  • Quality management for 8x8 Work: Allows supervisors to evaluate users, discover coaching opportunities, and create reports based on user performance.
  • Stereo call recording: Enables user-client calls to be recorded separately, on two different channels.

Limitations

The following features are not yet supported by QM/SA for 8x8 Work:

  • Live monitoring
  • Voicemail transcription
  • Meetings transcription
  • Transcription for queues or ring groups
  • Call transfer across 8x8 Work and 8x8 Contact Center
  • Interlinked transferred interaction

Language support

This version of QM/SA for 8x8 Work supports the following transcription policy languages:

  • English (US, AU, CA, GB)
  • French (CA)
  • Spanish(US)