August 20, 2025
8×8 Bets on AI to Transform CX Into a Growth Engine
8×8 has announced a new wave of AI-powered capabilities across the 8×8 Platform for CX. Designed to help businesses respond instantly, personalise service at scale, and stay compliant without added complexity, these innovations span 8×8 Contact Centre, 8×8 Engage, 8×8 Work, and the company’s communications APIs. With AI and automation built directly into the platform, 8×8 allows organisations to move faster, reduce churn, and transform every interaction into measurable outcomes.
“With these updates to the 8×8 Platform for CX, we’re tackling the daily challenges CX leaders face: connecting with customers on their terms, reducing churn, and moving faster without adding friction. This is AI and automation with purpose – built to make every conversation count, ” said Hunter Middleton, chief product officer at 8×8.
The updates include expanded omnichannel support that unifies customer interactions across voice and digital channels. 8×8 Engage now provides native support for SMS, WhatsApp, RCS, webchat, and Facebook Messenger, providing customer-facing teams with a single workspace to manage conversations seamlessly. This new flexibility allows teams to collaborate internally and engage externally without switching tools, whether they’re in the office or on the move.
Direct Access to Viber
Within the 8×8 Contact Centre, agents now gain direct access to Viber, enabling them to connect with millions of customers on one of the world’s most popular messaging apps. By consolidating Viber alongside voice, chat, and email within the same agent workspace, businesses can deliver more connected experiences enriched with full CRM context, media sharing, and intelligent routing.
To further strengthen social engagement, 8×8 has integrated Meltwater’s social listening capabilities into the Agent Workspace. Agents can now monitor, filter, and route social content from platforms like Instagram, LinkedIn, and X without leaving their existing workflow. By combining real-time sentiment tracking with smarter routing, organisations can respond to customer needs faster and with greater accuracy.
8×8 is also rolling out 8×8 Social Connect, a solution that combines social listening, RCS/WhatsApp messaging, Secure Pay, and Smart Assist into one cohesive ecosystem. Social interactions now flow directly into the agent workspace for contextualised, rapid responses, while Smart Assist provides AI-driven guidance in real time. Customers can even stay within mobile channels to share product details, videos, or securely complete purchases via WhatsApp or RCS — creating a seamless journey from engagement to transaction.
Additional Updates
The platform’s AI-powered automation enhancements go beyond engagement to streamline critical processes like payments and self-service. 8×8 Secure Pay now supports fully PCI-compliant transactions through virtual agents and IVRs. Customers also receive secure payment links via SMS or email, enabling them to complete purchases with Apple Pay, Google Pay, or credit cards without tying up live agents or exposing sensitive data.
Additionally, 8×8 Intelligent Customer Assistant Knowledge AI transforms static resources such as PDFs, web pages, and training manuals into dynamic, AI-powered self-service tools. With the introduction of xApps, customers can seamlessly input complex data digitally and transition back to live voice interactions without losing context. The result is a faster, more personalised service experience that scales effortlessly across industries.
