8x8, Inc., a leading global business communications platform provider, introduced 8x8 Pulse, a conversational intelligence solution built on a different architectural premise: that intelligence should live where conversations happen, not in another layer of integrations bolted on top. 8x8 Pulse turns the conversations a business already generates into a working source of truth teams can act on, from the executive suite to the account manager.
8x8 Pulse runs on native conversational data foundation ingesting calls, meetings, emails, chats, support tickets, and contact center interactions.
Answers trace back to source conversations with identity resolved across business systems.
Available as standalone workspace, assistant inside Salesforce and Chrome browser, and email digest.
According to Metrigy, 32.1% of CX leaders with worsening customer service admit not acting on customer feedback.
Metrigy: "Placing the intelligence where the conversation is means fewer handoffs between interaction and insight."
8x8 Pulse now in early availability for select customers.
"You don't search your own memory, the right thing just surfaces when you need it," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "Companies never had that. They had recordings nobody replays and knowledge that might walk out the door. 8x8 Pulse gives organizations a more human kind of memory: shared, in context, and traceable to the source. We can do this because we were there when the conversation happened, the calls, the meetings, the contact center interactions. We capture it at the source, governed from the first word. Every new conversation connects to the ones before it, the way memories link in your head. You can't bolt that on. You have to be there."
Most of what a business actually knows about its customers and its operations lives in conversations the CRM and other traditional systems of record were not primarily designed to capture. What gets said in those conversations, and in the internal exchanges around them, carries the commitments, risks, and signals that influence decisions every day. That information has historically stayed scattered across recordings, transcripts, inboxes, and tickets, and the tools built to surface it tend to add integration overhead rather than serve it.
Inside many organizations, the CRO is managing forecast confidence on the basis of what someone remembered to log. The customer success leader is running Monday's team meeting largely on gut feel. The product leader is reconstructing the roadmap by stitching together voice-of-customer one chat thread at a time. The account manager is hunting for context before calls that may already exist somewhere in the system. Relationship context walks out the door when an account owner leaves.
8x8's conversational data foundation is built to change that pattern. It captures the conversations a business already has, including sales calls, customer success reviews, support escalations, executive briefings, partner check-ins, emails, internal chats, and support tickets, and pairs that signal with telemetry, CRM data, and financial context from across the business. Communication data flows natively from the 8x8 ecosystem and beyond, with governance, audit, and rights management built into the foundation itself.
"CX leaders have more data than ever and less ability to act on it than they need," said Beth Schultz, VP of Research and Principal Analyst at Metrigy. "Complex layered architecture is a problem. With every additional intelligence layer comes integration lag, and by the time the signal surfaces, the conversation is often over. Placing the intelligence where the conversation is, as 8x8 does with Pulse, means fewer handoffs between interaction and insight. That makes for a meaningful architectural difference."
According to Metrigy's Customer Experience Optimization: 2025-26 research study, not having or acting on customer feedback leads to a decline in customer service. At companies with worsening customer service, 32.1% of CX leaders admit they're not doing anything at all or not enough with customer feedback, even as analytics capabilities rank among the top transformation priorities for more than half of companies surveyed.
8x8 Pulse meets users in the way that fits their workflow. As a standalone solution, it serves as a dedicated workspace for leaders mining patterns across their business. As an assistant inside Salesforce, the Chrome browser, and 8x8 Work, it brings the same insight into the tools customers already use. As an email digest, it notifies users when key signals surface.
8x8 Pulse is in early availability for select 8x8 customers. For more details, contact an Account Manager or Customer Success Manager.
8x8, Inc. is committed to the responsible use of artificial intelligence and the protection of customer data. The 8x8 Platform for CX is developed and operated in accordance with established security standards, applicable compliance frameworks, and internal governance policies, including privacy-by-design principles that safeguard personal data on the 8x8 platform.
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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