News
The Gist
- 8x8 launches new CX tools to boost personalization and efficiency. Updates include AI summaries, rich messaging and embedded agent assistance to streamline experiences.
- Digital wallet support and RCS enhance mobile-friendly engagement. New payment and messaging features improve flexibility and reduce customer friction.
- Accessibility and agent workflow enhancements expand usability. WCAG compliance, queue control and DECT support strengthen scalability and inclusion.
Table of Contents
- 8x8 Delivers New CX Features to Elevate Engagement and Streamline Workflows
- Highlights From the Latest 8x8 CX Platform Updates
- Who Is 8x8?
- Target Audience for 8x8's CX Platform Enhancements
- Related Company Products, Services
- In Other 8x8 News ...
- Where to Learn More About 8x8
8x8 Delivers New CX Features to Elevate Engagement and Streamline Workflows
Announcement Details
8x8 has introduced April 29 a new wave of updates across its CX platform, combining enhancements to AI-powered tools, messaging capabilities, payment experiences and accessibility features. These improvements span the 8x8 Contact Center, 8x8 Work and Communications APIs, aiming to help organizations improve customer and employee experiences while boosting operational efficiency and compliance.
Context and Background
8x8’s unified platform integrates contact center, communication and API services into a single CX foundation. The latest enhancements reinforce 8x8’s position as a modular platform provider focused on AI-driven support, omnichannel messaging and real-time insights, according to company officials. With a growing focus on personalized service and agent empowerment, the platform continues to evolve to meet shifting customer expectations and enterprise needs.
Executive Commentary
"8x8 sits at the forefront of innovation, providing organizations with the tools to personalize capabilities for their customers and remain relevant amidst the evolving technology landscape," said Hunter Middleton, chief product officer at 8x8. "Whether it’s improving how organizations engage with their customers and employees, how to best implement AI-powered solutions, or ways to increase productivity and efficiency, we are dedicated to meeting our customers wherever they are, and providing adaptable solutions so they can create exceptional experiences and drive their businesses forward."
Highlights From the Latest 8x8 CX Platform Updates
The following updates highlight 8x8’s strategic investments in AI, accessibility and multichannel customer engagement across its CX platform.
| Capability | Description |
|---|---|
| Smarter Messaging and Conversation Tools | 8x8’s new AI summarization and composition tools allow agents and employees to quickly catch up on long chat threads or generate polished responses using tone presets. Custom dictionaries further improve transcription accuracy for industry-specific language. |
| Real-Time Agent Assistance and Post-Call Insights | The new AI Agent Boost feature provides live, contextual guidance within the agent workspace, while enhanced analytics from Conversation IQ offer sentiment analysis, keyword tracking and talk-time breakdowns. |
| Enhanced Omnichannel Messaging With RCS | Support for Rich Communication Services (RCS) enables secure, branded, two-way messaging with customers. RCS is now available via both 8x8 Contact Center and Communication APIs, delivering more engaging and trusted experiences across devices, according to company officials. |
| Secure Digital Payments With Wallet Support | 8x8 Secure Pay now allows customers to complete transactions using Apple Pay and Google Pay, creating a mobile-friendly payment experience that eliminates manual card entry and improves speed-to-payment. |
| Improved Accessibility and Workflow Controls | Updates to 8x8 Work improve screen reader compatibility and meet WCAG 2.1 AA standards. Additional controls allow agents to pause call queues during live calls and give receptionists new call-routing capabilities within 8x8 Frontdesk. |
| Expanded Coverage With Yealink Multi-Cell DECT | Support for the Yealink W90 DECT system enables cordless call handling at scale across large facilities, giving organizations greater flexibility in physical work environments. |
Who Is 8x8?
8x8, Inc. (NASDAQ: EGHT) provides a unified platform for customer experience by combining Contact Center, Unified Communication and Communication APIs. The company’s cloud-native CX solutions are used by organizations worldwide to connect teams and customers through integrated messaging, voice and video.
With AI embedded throughout its platform, 8x8 helps customer experience and IT leaders enable personalized journeys, boost agent productivity and gain actionable insights across interactions. The company continues to expand capabilities in messaging, accessibility and automation to meet modern business needs.
Target Audience for 8x8's CX Platform Enhancements
- Customer experience leaders
- Contact center operations managers
- IT and unified communications professionals
- Digital transformation executives
- Accessibility and compliance officers
Related Company Products, Services
8x8 Contact Center
A cloud-native solution for multichannel customer service with built-in AI, real-time agent support and omnichannel engagement.
8x8 Communication APIs
APIs enabling SMS, voice, video and chat integrations for scalable, secure communications across channels.
8x8 Work for Web
Unified communication platform for team collaboration, meetings and internal communication through voice, video and messaging.
In Other 8x8 News ...
8x8 CPaaS API Usage Surges as AI-Powered Self-Service Adoption Grows
In March 2025, 8x8 reported a 43% year-over-year increase in customer interactions across its CPaaS APIs, driven by demand for personalized, AI-powered self-service. Enhancements like voice bots for billing, WhatsApp chatbot integrations and silent mobile authentication helped businesses streamline engagement across messaging, voice, and video channels—making CPaaS a key pillar in the broader 8x8 Platform for CX strategy.
8x8 Aftersale Assist Reduces Retail Returns and Improves CX
8x8 launched February 2025 8x8 Aftersale Assist, a solution that combines video support, AI-driven automation and CPaaS tools to help retailers minimize returns, lower post-sale costs and strengthen customer loyalty. Designed for the high-volume returns season, the tool enables proactive, personalized support through self-service and live agent engagement, continuing the customer relationship beyond the point of sale.
Where to Learn More About 8x8
- Visit the 8x8 Release Highlights page for more details on the latest platform enhancements.
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