8x8 is seeing strong momentum as enterprises increasingly invest in artificial intelligence to improve responsiveness and simplify customer engagement. During the third quarter of fiscal year 2026, organizations across industries turned to the 8x8 Platform for CX to unify customer journeys, reduce friction in service delivery, and operationalize AI at scale across voice and digital channels.
As AI adoption matures, businesses are moving beyond pilots and experiments toward platform-wide deployments that deliver measurable results. According to 8x8, customers are no longer looking for AI tools in isolation. Instead, they want intelligent solutions that improve outcomes, enhance visibility, and scale easily without adding operational complexity.
“We’re seeing AI evolve from pilot to platform,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Customers are deploying AI-powered solutions across their organizations. They want AI that improves outcomes, not just automation for its own sake. With 8x8, they get real-time intelligence and omnichannel reach in one seamless system.”
Demand for AI-driven customer experience capabilities continued to accelerate throughout the quarter. Adoption and usage of the 8x8 Intelligent Customer Assistant expanded rapidly across digital self-service, voice automation, and AI-powered attendants. Voice AI, in particular, emerged as a key driver of engagement, accounting for the majority of AI interactions as enterprises focused on faster, more natural customer conversations.
Growth was also evident in the use of communication APIs, as organizations increasingly relied on messaging and voice APIs to support scalable, omnichannel engagement. This reflects a broader industry shift toward API-driven communications that allow businesses to meet customers on their preferred channels while maintaining consistent experiences.
Customer momentum remained strong across both the Unified Communications as a Service and Contact Center as a Service markets. As of January 1, 2026, 8x8 held an overall rating of 4.8 out of 5 on Gartner Peer Insights, underscoring customer confidence in the platform’s performance and reliability. New customer wins during the quarter spanned healthcare, education, utilities, professional services, and retail, highlighting the platform’s ability to meet complex, industry-specific requirements.
Product innovation also played a central role in Q3 FY26. 8x8 introduced a range of CX-focused enhancements designed to improve agent productivity, frontline worker connectivity, accessibility, operational visibility, and privacy. Together, these updates reinforce the company’s commitment to delivering user-centric innovations that elevate both customer and employee experiences.
By uniting contact center, unified communications, and communication APIs within a single platform, 8x8 continues to position the Platform for CX as a foundation for AI-powered engagement. The company says this integrated approach enables CX and IT leaders to make smarter decisions, improve service outcomes, and drive lasting business impact.
