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8x8, Inc. announced new AI-powered innovations for its 8x8 Platform for CX on August 20, 2025, aimed at closing the customer experience (CX) gap where 76% of businesses believe their service is improving, but only 36% of consumers agree, per Metrigy research. These updates enhance real-time engagement, personalization, and compliance across voice and digital channels.
8x8 Platform for CX integrates contact center, unified communications, and APIs.
New features include expanded omnichannel support for SMS, WhatsApp, RCS, and more.
8x8 SecurePay enables PCI-compliant payments via virtual agents and IVRs.
Meltwater Social Listening integrates with 8x8 Agent Workspace for real-time insights.
8x8 Intelligent Customer Assistant offers AI-powered self-service and context retention.
Addresses CX gap, reducing churn and boosting measurable business outcomes.
The 8x8 Platform for CX now supports a broader range of digital channels, streamlining operations:
8x8 Engage: Includes SMS, WhatsApp, RCS, webchat, and Facebook Messenger, unifying voice and digital interactions in one workspace for seamless collaboration.
Native Viber Messaging: Enables agents to connect with customers on Viber with full CRM context, media sharing, and smart routing.
Meltwater Social Listening: Integrates with 8x8 Agent Workspace to monitor and route content from Instagram, LinkedIn, and X, ensuring fast, contextual responses.
8x8 Social Connect: Combines Meltwater, RCS/WhatsApp, SecurePay, and Smart Assist for social-to-resolution workflows, enabling purchases within a single experience.
8x8’s updates focus on scalable, personalized CX:
8x8 SecurePay: Expanded to support secure, automated payments via Apple Pay, Google Pay, or credit cards through SMS/email links, ensuring PCI compliance without agent involvement.
Intelligent Customer Assistant Knowledge AI + xApps: Transforms static content (PDFs, web pages) into dynamic self-service, allowing complex data input and seamless voice-digital transitions.
AI-Powered Insights: Real-time analytics reduce churn by delivering actionable performance data, helping CX leaders make smarter decisions.
“Customer expectations aren’t slowing down, and neither are we,” said Hunter Middleton, Chief Product Officer at 8x8. “This is AI and automation with purpose – built to make every conversation count.”
The 8x8 Platform for CX aligns with the 62% year-over-year adoption growth of its Intelligent Customer Assistant, as reported in Q4 FY25. Its omnichannel and AI capabilities compete with platforms like Genesys and Zendesk, addressing the 40% CX gap noted by Metrigy. With 99.999% uptime and global scalability, 8x8 supports industries like healthcare and retail, as seen in deployments for 1,400+ user organizations.
8x8, Inc. connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS solutions. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.
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