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8x8 is experiencing significant momentum in AI-powered customer experience transformation, with substantial year-over-year growth in intelligent automation and communications API usage. Enterprises are adopting the 8x8 Platform for CX to unify customer journeys, deploy AI at scale, and streamline engagement, driven by strong demand for messaging and voice AI solutions.
8x8 sees strong Q3 growth in AI-powered CX and communications APIs.
Intelligent Customer Assistant contracts grew 70% year-over-year.
Voice AI interactions increased 212%, representing 86% of all AI interactions.
Communications API messaging interactions grew over 269% year-over-year.
New product innovations include Customer 360, Retail Nationwide, and enhanced meeting controls.
The platform aims to unify contact center, UC, and CPaaS with integrated AI.
Enterprises are moving beyond AI experimentation to platform-wide deployment, seeking intelligent automation that improves concrete business outcomes. 8x8's growth metrics reflect this shift, with a 70% year-over-year increase in contracts for its Intelligent Customer Assistant and a 212% surge in Voice AI interactions. This indicates a strong market preference for AI that handles complex voice-based self-service, reducing friction and operational cost at scale.
Alongside AI, programmable communications are a major growth vector. Usage of 8x8's communications APIs for messaging channels like WhatsApp, RCS, and Viber increased by more than 269% year-over-year, while API voice interactions nearly tripled. This underscores a strategic move by organizations to embed seamless, scalable communications directly into customer workflows and applications, meeting customers on their preferred channels.
Recent platform enhancements demonstrate a focus on industry-specific and user-centric innovation. Key launches include Customer 360, which transforms the agent workspace into a unified intelligence hub; 8x8 Retail Nationwide for large-scale frontline device management; and new controls for large virtual meetings. These innovations, alongside native support for migrating from legacy systems like Mitel and new privacy certifications, are designed to help diverse sectors—from healthcare and retail to utilities and professional services—consolidate vendors and streamline complex operations.
The platform's integrated approach, combining contact center, unified communications, and CPaaS with embedded AI, is resonating with customers looking to reduce complexity. "Customers are deploying AI-powered solutions across their organizations," said Hunter Middleton, Chief Product Officer at 8x8. This momentum positions 8x8 as a key enabler for enterprises aiming to operationalize AI and deliver seamless, intelligent service experiences.
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