8x8 Launches 8x8 Resolve: A Game-Changer for Deskless Workers

According to a report from The Josh Bersin Company, a staggering 70% of the global workforce consists of deskless workers—individuals such as warehouse staff, retail associates, field technicians, and healthcare aides. These employees often find themselves at a disadvantage when it comes to receiving timely information during critical events, leading to chaos and mismanagement.

Dave Michels, Principal Analyst and Founder at TalkingPointz, emphasized the importance of addressing these communication gaps. "We've spent decades over-tooling the C-suite while leaving the frontline to rot in a mess of manual call trees and ignored emails. In a world of infinite noise, messaging is one of the most effective things that actually moves the needle," he stated.

8x8 Resolve is designed to cover the entire incident lifecycle from detection to resolution. Here are some of its key features:

The solution allows alerts to be sent simultaneously across multiple channels—SMS, voice, WhatsApp, and the 8x8 Work mobile app—ensuring that workers without a corporate email address or company device can still be reached effectively.

In the event that a message goes unread, 8x8 Resolve automatically escalates the communication across different channels until acknowledgment is confirmed, ensuring no one is left out of the loop.

Organizations can set up workflows that trigger automatically through webhook or scheduled events, with recipient lists that remain current through seamless integration with platforms like Microsoft Entra ID, Google Workspace, Okta, and Workday.

The solution leverages conversational AI, allowing employees to report incidents via SMS or WhatsApp without the need for additional apps or training, thus streamlining the reporting process.

Every event generates a detailed, exportable communication log, providing stakeholders with a complete, auditable record of all interactions, which is crucial for compliance and post-incident reviews.

8x8 Resolve operates independently of corporate email systems, ensuring its availability even when other primary communication channels go down.

8x8 Resolve is particularly beneficial for incident and operations managers, IT leaders, and business continuity, safety, and compliance teams across various sectors, including healthcare, retail, education, utilities, logistics, and manufacturing. In regulated industries, the ability to maintain documented notification trails is not just advantageous but often mandatory.

Hunter Middleton, Chief Product Officer at 8x8, highlighted the necessity of the solution, stating, "Too many critical events still end with someone asking who got the message and who didn't. 8x8 Resolve answers that question before it's asked."

As of now, 8x8 Resolve is available to select customers. Organizations that have encountered difficulties in reaching deskless workers during critical events or that must adhere to compliance requirements for documented emergency notifications are encouraged to contact their account managers for more information.

With the launch of 8x8 Resolve, 8x8, Inc. is poised to transform how organizations communicate with their deskless workforce, ensuring that no employee is left behind during critical situations. This innovative solution not only enhances operational efficiency but also supports compliance and operational review processes, marking a significant advancement in the realm of business communications.