8x8, Inc., a leading global business communications platform provider, has introduced 8x8 Resolve, a mobile-first critical communications and incident management solution purpose-built to reach deskless and distributed workers. The solution addresses a persistent gap that many traditional enterprise communication tools have struggled to solve: reliably notifying, tracking, and coordinating the warehouse staff, retail associates, field technicians, and healthcare aides who, according to a report from The Josh Bersin Company, make up an estimated 70% of the global workforce.
70% of global workforce are deskless workers without corporate email access.
Alerts delivered simultaneously across SMS, voice, WhatsApp, and 8x8 Work mobile app.
No corporate email address, device, or app login required for recipients.
Automatically escalates across channels until each recipient acknowledges.
Syncs with Microsoft Entra ID, Google Workspace, Okta, and Workday.
Conversational AI lets employees report incidents via SMS or WhatsApp.
"We've spent decades over-tooling the C-suite while leaving the frontline to rot in a mess of manual call trees and ignored emails. In a world of infinite noise, messaging is one of the most effective things that actually moves the needle. By the time an email is read, the crisis has already evolved," said Dave Michels, Principal Analyst and Founder at TalkingPointz. "8x8 Resolve stops treating the deskless workforce like an afterthought, using the channels they actually check, SMS and WhatsApp, to turn chaotic disruptions into orchestrated, audited responses."
When a critical event strikes, a system outage, a safety incident, a building evacuation, most operations and incident managers discover that their communication stack fails them at exactly the wrong moment. Email rarely reaches the floor. Most messaging apps are built for desk workers. Manual call trees break down under pressure. Consumer WhatsApp groups offer limited audit trail capability and limited corporate oversight.
The workers most affected, those without a company-issued device or corporate identity in IT systems, are effectively unreachable through standard enterprise tools. 8x8 Resolve is designed specifically to reach these corporate digital orphans.
8x8 Resolve covers the full incident lifecycle: detection, notification, acknowledgment, escalation, and resolution, in a single solution.
Broad employee reach: Alerts can go simultaneously across SMS, voice, WhatsApp, and the 8x8 Work mobile app. Workers without a corporate email address, company device, or app login can be reached on the phone they already carry.
Automated escalation: When a message goes unread, 8x8 Resolve is designed to cascade to the next channel until acknowledgment is confirmed.
Set it up once: Workflows trigger automatically via webhook or schedule, and recipient lists stay current through native sync with Microsoft Entra ID, Google Workspace, Okta, and Workday, no manual maintenance required.
Employees as incident sensors: Conversational AI lets employees report incidents via SMS or WhatsApp. Structured data is captured without a separate app, form, or training.
Exportable communication log: Every event automatically captures a full record of who was notified, on which channel, and when they responded.
Built for resilience: 8x8 Resolve operates independently of corporate email and is designed to remain available when other primary systems go down.
"Too many critical events still end with someone asking who got the message and who didn't," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "8x8 Resolve answers that question before it's asked. It is designed to reach every employee on whatever channel they are reachable on, escalates automatically until acknowledgment is confirmed, and produces a complete record of every step. From first alert to confirmed resolution, in one platform. For businesses with distributed or deskless workforces, that's the difference between managing an incident and being managed by one."
About 8x8, Inc.
8x8, Inc. connects people and organizations through seamless communication on one of the industry's most integrated platforms for Customer Experience – combining Contact Center, Unified Communications, and CPaaS solutions. The 8x8 Platform for CX integrates AI to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. As a business communications leader, the company helps customer experience and IT leaders around the world become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.