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8x8, Inc., a global business communications platform provider, has released platform updates targeting operational gaps that stall organizations, including AI deployment delays, limited IT visibility into queue performance, customer login friction, and restricted CRM integrations.
8x8 introduces AI Studio for plain language voice and digital AI agent deployment without new infrastructure.
A new Integration SDK allows custom and homegrown CRM platforms to connect directly.
Work Analytics dashboards provide live visibility into call queues, quality, unreturned calls, and device health.
8x8 Engage brings queue visibility and workflow tools to frontline and expert teams.
Focus Time Metrics tracks agent attention across simultaneous digital interactions for better coaching.
Silent Mobile Authentication verifies users via carrier network intelligence, reducing login abandonment.
8x8 AI Studio, now in Early Availability, enables teams to describe requirements in plain language. The AI Builder then builds, tests, and deploys voice and digital AI agents directly on the 8x8 Platform for CX. This removes the integration bottleneck that stalls many AI deployments, operating on existing channels without new infrastructure or additional vendors.
The 8x8 Integration SDK is now generally available. It allows technology partners and customers to build, deploy, and scale CRM integrations — including homegrown and industry-specific platforms — directly into the 8x8 Platform for CX without requiring a standard professional services engagement.
New dashboards in 8x8 Work Analytics give IT teams live visibility into call queues, call quality, unreturned calls, and device health. This replaces static reports that showed problems only after the fact.
8x8 Engage, now generally available, brings queue visibility, accountability, and workflow structure to frontline and expert teams such as field teams, back-office specialists, and branch staff. This is achieved without requiring a separate deployment.
When agents handle multiple digital interactions simultaneously, supervisors lack reliable visibility into where attention is going. 8x8 Focus Time Metrics tracks how agents distribute focus across simultaneous interactions, including duration and frequency per conversation. Supervisors can coach based on actual behavior and staff appropriately for digital volume.
One-time passcodes create drop-off and do not prevent SIM-swap or phishing attacks. 8x8 Silent Mobile Authentication verifies users in the background using carrier network intelligence and GSMA Open Gateway. End users have no code to enter or step to complete, helping reduce login abandonment and credential exposure while scaling globally through 8x8's carrier network.
All capabilities are available now or through Early Availability on the 8x8 Platform for CX.
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.
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