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A group of eight 8x8 team members wearing black branded tops pose together at their booth during the ICMI event. The booth features a large red 8x8 backdrop with CX messaging, and the team smiles in front of it, some wearing sunglasses. High-top tables, event badges, and neighboring vendor booths are visible in the convention hall.
News

8x8 Launches AI Summaries Viber Integration for CX Suite

2 minute read
Dom Nicastro avatar
By
November 21, 2025
Contact Center
SAVED
8x8 expanded AI and omnichannel features for faster issue resolution.

The Gist

  • AI-driven workflows. 8x8 adds real-time summaries and post-call transcription to CX tools.

  • Expanded channel support. Agents manage more channels, including Viber and WhatsApp carousel templates.

  • Frontline team efficiency. Service and operations teams resolve issues faster, reducing agent workload and improving customer satisfaction.

8x8, Inc. announced new AI-driven and omnichannel enhancements to its customer experience platform on Nov. 20 in Campbell, Calif. The updates aim to shorten handle times, personalize outreach and support frontline workers managing shared devices.

According to company officials, agents gain real-time AI voice summaries, proactive email management and broader channel support including Viber and WhatsApp carousel templates. The company positioned the features for mid-market and enterprise teams operating at global scale.

Table of Contents

Impacted Audiences for 8x8 Enhancements

  • Customer experience leaders

  • Contact center managers

  • IT leaders supporting shared devices

AI & Automation Transform Contact Centers Into Strategic Assets

The contact center landscape has evolved from cost center to strategic value driver, powered by AI and omnichannel orchestration.

AI Adoption Accelerates Across Platforms

Leading platforms report significant AI uptake. 8x8 cited a 75% year-over-year increase in contracts for their Intelligent Customer Assistant and a 150% surge in AI-driven interactions. By unifying contact center, UCaaS and CPaaS capabilities, these platforms deliver smarter collaboration and faster service.

The technology shift focuses on augmentation rather than replacement. AI handles routine tasks, predictive engagement and workflow automation, while agents focus on complex, emotionally nuanced interactions.

Orchestration Drives Personalized Journeys

AI-powered orchestration ensures customer journeys remain personalized and consistent across every touchpoint. Automation reduces issue resolution times and improves agent workflow, according to industry reports.

Companies deploying AI and automation in contact centers achieve operational efficiency, cost savings and notable customer satisfaction gains. Gartner predicts that by 2027, 40% of service issues will be fully resolved by third-party generative AI tools, reshaping customer expectations. 

Below is a Block Quote

We're helping our customers deliver speed, clarity, and personalization in every interaction, whether that's resolving issues on the first touch, following up with confidence, or staying secure in complex environments like retail, healthcare, and manufacturing, to name a few. 

- Hunter Middleton, chief product officer

8x8

8x8 Feature Breakdown

The following table summarizes the announced capabilities:

CapabilityDescription
Real-time AI voice summariesAuto-capture call details into 8x8 or external CRMs
Proactive email managementAgents select and manage emails to reduce wait times
Viber channel in 8x8 EngageAdds Viber alongside RCS, SMS, WhatsApp, Messenger, voice, video
WhatsApp carousel templatesVisual message templates via 8x8 Connect
Post-call transcription in WorkAI transcripts in 8x8 Work for faster follow-ups
Shared Android security controlsRole access, secure logout, centralized management in 8x8 Work

8x8 Background

8x8, founded in 1987, provides cloud-based communications solutions for mid-market and enterprise organizations, focusing on customer experience leaders, contact center managers and IT professionals.

Platform Offerings

The company delivers unified communications as a service (UCaaS), contact center solutions and Communications Platform-as-a-Service (CPaaS) through a single platform. Its services consolidate voice, video, messaging, APIs and analytics, with artificial intelligence integrated to automate workflows and enhance operational insights.

Market Focus

Operating in the business communications and contact center industry, the company primarily targets organizations with large, distributed teams in sectors such as healthcare, finance, retail, education and hospitality. Its typical customers seek to simplify communication infrastructure, improve collaboration and support omnichannel customer engagement.

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About the Author
Dom Nicastro

Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:

Main image: @8x8 | X
Tags
ngrvcxmcall centerscustomer experienceaiomni-channelautomationcontact centercustomer servicenews
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