8x8, Inc., the industry’s most integrated platform
provider for customer experience (CX), is fast-tracking the next phase of
AI-powered engagement by expanding intelligent automation across its platform.
By unifying contact center, unified communications, and communications APIs
into a single, AI-enabled platform, the 8x8® Platform for
CX empowers organizations to deliver personalized service, improve
efficiency, and drive smarter collaboration.
Customer adoption of 8x8’s AI-powered solutions
continues to grow at pace, with 8x8 Intelligent Customer Assistant™ customer
contracts increasing 75% year-over-year in the first quarter of fiscal 2026,
which ended June 30, 2025.
“We’re entering a new era of customer experience –
one where AI doesn’t replace the human connection, it elevates it,”
said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Our platform
delivers AI that’s usable, flexible, and proven. The 8x8 Platform for CX helps
teams work smarter, serve faster, and deliver real results. These momentum
metrics show more than growing customer engagement; they’re validation of our
customer-first approach to innovation.”
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ServiceNow to Advance Unified CX
AI Adoption Momentum
As of Q1 FY26, customers are accelerating their use
of AI across the 8x8 Platform for CX:
- Customer contracts for 8x8 Intelligent Customer Assistant for
digital and voice self-service and AI auto attendants increased 75%
year-over-year, helping to drive the overall growth in AI-based customer
experience solutions.
- 8x8 Intelligent Customer Assistant digital, voice and auto
attendant AI interactions grew 150% year-over-year.
- Voice AI interactions increased 7X year-over-year, representing
more than three quarters of all AI interactions in FY26 Q1.
- AI auto attendant interactions powered by 8x8 Intelligent Directory
increased over 21X quarter-over-quarter.
API Growth Driving Multi-Channel
Engagement
Organizations are also increasingly using 8x8
communication APIs to engage customers across SMS, voice, and messaging apps:
- The total number of 8x8 communication API customer interactions in
the first quarter grew over 39% across messaging, voice, and video
channels, compared to FY25 Q1.
- SMS interactions grew over 35% year-over-year from FY25 Q1 to FY26
Q1.
- 8x8 communication API messaging interactions, such as WhatsApp,
RCS, Viber, Zalo, and LINE, increased more than 220% year-over-year from
FY25 Q1 to FY25 Q1 and 55% quarter-over-quarter.
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Your Chatbot
New Customers Turning to 8x8
Notable customer wins in Q1 FY26 highlight the
platform’s flexibility across industries and regions:
- A nationally recognized public university selected 8x8 Contact
Center to support 2,000 employees with tailored, high-touch service.
- An AI voice automation provider chose 8x8 Voice for global expansion,
citing voice quality, reliability, and local telecom integration.
- A leading Australian construction technology company adopted 8x8
SMS APIs to streamline support and enhance customer experience.
- A major Philippine retail group deployed 8x8 SMS APIs to improve
campaign visibility and deliver efficient, cost-effective engagement at
scale.
AI-Powered Enhancements in Q1 FY26
Recent innovations released in Q1 demonstrate 8x8’s
commitment to meaningful, integrated AI:
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Small Businesses
8x8 Smart Assist + Conversation Intelligence
- 8x8 Smart Assist, combined with 8x8 Conversation Intelligence,
analyzes 100% of customer interactions in the contact center – past and
present – to deliver real-time AI guidance that helps agents reduce churn,
increase conversions, and stay compliant. Built-in sentiment and intent
analysis empowers leaders to scale coaching and quality assurance without
adding headcount.
Self-service, PCI-Compliant Payments
- 8x8 Secure Pay™ expanded coverage now enables secure, automated
payments through virtual agents and IVRs. Customers receive secure links
via SMS or email to complete transactions using Apple Pay, Google Pay, or
credit cards. It’s seamless, scalable collection – without tying up agents
or risking compliance.
8x8 Intelligent Customer Assistant
Knowledge AI + xApps
- 8x8 Intelligent Customer Assistant Knowledge AI transforms
static content – PDFs, web pages, training files – into dynamic,
AI-powered self-service. With 8x8 Intelligent Customer Assistant xApps,
customers can input complex data digitally and transition back to voice
without losing context. The result: fast, flexible, and personalized
experiences at scale.
Meltwater Social Listening for 8x8
Contact Center
- 8x8 Agent Workspace™ integrates Meltwater social listening to
monitor, filter, and route content from platforms like Instagram,
LinkedIn, and X – all within the agent’s existing workspace. Teams can
respond faster, track sentiment trends, and ensure every message reaches
the right agent at the right time.
JourneyAPI
- JourneyAPI enables organizations to track every leg of a customer
interaction – across transfers, queues, and teams – by pulling related
calls into a single API view. It allows teams to trace the full journey,
assess service quality, and access unified performance metrics programmatically.
Contact Center Technology Insights: Salesforce to Acquire Bluebirds, Advancing Its
Enterprise 'Agentification
Smarter Summaries, Now in the Right
Language
- AI-powered chat summarization now automatically detects the
conversation’s language and applies the appropriate linguistic model,
delivering clearer, more accurate summaries for multilingual teams.
The 8x8 Platform for CX seamlessly unites contact
center, unified communications, and communication APIs to help organizations
connect customers and teams globally. The platform empowers CX and IT leaders
with AI-powered performance and insights to make smarter decisions, delight
customers, and drive lasting business impact.
Caution Concerning Forward-Looking
Statements
This press release contains forward-looking
statements including those related to our CX transformation, contact center
momentum, and growth in new 8x8 AI-powered CX products. Readers are cautioned
that such forward-looking statements involve risks and uncertainties that could
cause actual events or our actual results to differ materially from those
expressed in any such forward-looking statements. Readers are directed to 8x8’s
periodic and other reports filed with the Securities and Exchange Commission
(SEC) for a description of such risks and uncertainties. These risks could
reduce the growth of our CX business, AI-powered solutions, and contact center
momentum which could impact our revenues and profitability. 8x8 undertakes no
obligation to update any forward-looking statements.
Source – businesswire
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