8x8 Engage Launches Globally for Frontline Teams

The Gist

• Product expansion globally. 8x8 Engage now available to all customers and partners worldwide.
• Adoption momentum. User and customer growth rates have increased significantly year-over-year.
• Impact on customer-facing teams. Frontline and expert teams gain greater flexibility and visibility, potentially improving enterprise agility and customer experience.

Unified engagement platforms are reshaping how distributed teams serve customers, and 8x8 is betting its latest expansion will capture that momentum.

8x8, Inc. announced on March 12 the global general availability of 8x8 Engage, extending the customer engagement platform to all channel partners and customers worldwide. The product, built on the 8x8 Platform for CX, aims to bring contact center-grade tools to frontline teams working in retail, healthcare and distributed environments.

According to company officials, adoption metrics show strong momentum: customer adoption exceeded 150% growth compared to the same period last year, daily active new customers increased nearly 5X year-over-year and daily active users grew more than 4X year-over-year.

Table of Contents

• 8x8 Engage Aims to Extend Contact Center Tools to Distributed Teams
• 8x8 Centers on AI Integration
• Why Unified Engagement Platforms Are Becoming the Foundation of Modern CX
• 8x8 Background

8x8 Engage Aims to Extend Contact Center Tools to Distributed Teams

Capability	Description
Mobile-ready engagement	Supports teams working across dynamic environments
CRM-integrated context	Aims to reduce friction with synchronized customer data
AI summaries & sentiment	Designed to accelerate resolution and improve CSAT
Intelligent routing	Provides queue management with real-time workload visibility
Unified governance	Offers end-to-end visibility into customer journeys

8x8 Centers on AI Integration

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

AI adoption surged dramatically throughout the period. 8x8 unveiled major AI-powered enhancements to its Platform for CX in April 2025, followed by AI voice summaries and Viber integration in November 2025. Voice AI interactions grew 212% year-over-year by Q3. In February, the company launched the general availability of Smart Assist.

Why Unified Engagement Platforms Are Becoming the Foundation of Modern CX

Unified customer engagement platforms now merge contact center, UCaaS and CPaaS capabilities, empowering distributed teams to serve customers across every channel from a single interface.

Research indicates omnichannel contact center strategies improve customer retention by 90% and engagement by 250% compared to isolated channel interactions. Meanwhile, 89% of customers report frustration when forced to repeat information across channels.

Leading platforms report 75% year-over-year growth in AI-driven contract adoption. Organizations prioritizing AI for self-service are up to twice as likely to improve containment rates.

8x8 Background

8x8, Inc. provides cloud-based communications software that integrates contact center, unified communications and CPaaS capabilities into a single platform designed for customer experience management. The company’s 8x8 Platform for CX incorporates AI tools intended to support personalized customer interactions, operational analytics and internal collaboration.

The platform is used by customer experience and IT teams to manage communications across voice, messaging and digital channels, with the goal of improving coordination between service, sales and support functions.

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