8x8 Reports Surge in AI-Powered CX Platform Adoption

The Gist

• AI adoption surge. Enterprise use of 8x8's AI-powered CX tools grew rapidly.
• Platform innovation focus. 8x8 introduced new features for agent productivity and industry needs.
• CX leader impact. CX and IT leaders gain scalable AI-driven insights and streamlined operations across industries.

8x8's AI-powered customer experience platform is gaining traction as enterprises accelerate intelligent automation investments.

The company reported accelerated adoption of its customer experience platform in Q3 FY26. According to company officials, customer contracts for 8x8 Intelligent Customer Assistant increased 70% year-over-year and 20% quarter-over-quarter.

Voice AI interactions grew 212% year-over-year, representing more than 86% of all AI interactions in the quarter. Messaging API interactions increased more than 269% year-over-year, while voice API interactions nearly tripled.

The company also announced new customer wins across healthcare, retail, utilities and professional services sectors in the U.S. and UK.

Table of Contents

• 8x8 Recent News & Initiatives
• AI Wins in Customer Experience Beyond Automation
• Q3 FY26 Product Innovations for 8x8
• Contact Center as a Service Is Getting Legs
• 8x8 Background

8x8 Recent News & Initiatives

8x8 executed aggressive platform expansion and regional growth through 2025 and into early 2026, centered on AI integration, messaging capabilities and Asia-Pacific market development. The company acquired Singapore-based Maven Lab in January to strengthen customer engagement capabilities across Asia-Pacific. Following the completion of the acquisition, 8x8 globally rolled out Secure Pay on Jan. 22.

AI adoption accelerated dramatically across 8x8's platform. The company unveiled major AI-powered enhancements to its platform for CX in April 2025. Usage-based offerings, including AI and CPaaS, grew nearly 60% year over year and now account for roughly 21% of service revenue.

8x8 reported record Q3 service revenue of $179.7 million and total revenue of $185 million on Feb. 3.

AI Wins in Customer Experience Beyond Automation

Q3 FY26 Product Innovations for 8x8

8x8 launched several CX-focused features and achieved ISO/IEC 27018 certification for enhanced data privacy.

Capability	Description
Customer 360	Unified customer intelligence hub with AI-driven sentiment detection
Large-Scale Meeting Controls	Real-time speaker management for town halls and webinars
Ring Group Management	Self-service controls with real-time coverage analytics
Native Mitel SIP Support	Preserves hardware investments during cloud migration
ISO/IEC 27018 Certification	Strengthens personal data protection across the platform

Contact Center as a Service Is Getting Legs

Automation reduces issue resolution times while improving agent workflow, according to industry reports. Leading platforms unify contact center, UCaaS and CPaaS capabilities to deliver smarter collaboration and faster service.

According to Gartner, leading CCaaS platforms extend well beyond omnichannel capabilities to include voice connectivity, open API integrations, prebuilt dashboards and workforce engagement management tools.

Gartner predicted that by 2027, 40% of service issues will be fully resolved by third-party generative AI tools, reshaping customer expectations.

8x8 Background

8x8 targets mid-market and large enterprises with a cloud-based communications platform and was founded in 1987. The company offers a single ecosystem combining UCaaS, CCaaS and CPaaS with AI-enabled features for omnichannel routing, analytics and agent productivity.

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