March 13, 2026
8×8 Engage Globally Available for Frontline Teams, Following Positive Uptake
8×8 has expanded the general availability of its Engage platform for frontline teams across all of its channels and channel partners worldwide. The customer experience platform provider also pointed to strong early adoption figures, which are going hand in hand with a rising company valuation, despite some industry competitors heading in the other direction.
Beyond the Contact Centre
8×8 Engage is designed to address a shift in how customer experience is delivered, with interactions increasingly taking place in retail environments, service floors, healthcare settings and across distributed teams, rather than solely through dedicated contact centre agents.
Hunter Middleton, Chief Product Officer at 8×8, explains that it is “bringing advanced customer engagement tools out of the contact centre and making them available and easily accessible to front line teams across the organisation.” The company has also continued to update its contact centre tooling, most recently with the release of Smart Assist, which brings AI guidance directly into the agent workspace.
Built natively on the 8×8’s CX platform, Engage includes mobile-ready tools for teams working across dynamic environments, CRM-integrated customer context, AI-generated summaries and sentiment analysis, intelligent routing and queue management, and unified analytics with end-to-end visibility across all client-facing teams. The goal, it says, is to give organisations a way to extend visibility and accountability to every customer interaction, wherever it happens, without adding operational complexity.
Early adoption figures
In its press release, 8×8 asserts that the number of customers adopting Engage has grown by more than 150% compared to the same period last year, with daily active new customers up nearly five times year over year and daily active users up more than four times over the same period.
Industry analyst Zeus Kerravala, Founder and Principal Analyst at ZK Research, said enterprises are looking for engagement models that give frontline and expert teams visibility and control without unnecessary complexity, describing the shift as part of a broader evolution in how organisations operationalise customer experience.
8×8 Defies the Wider Market Downturn
The Engage expansion comes at a point when many CX technology companies have seen their share prices fall sharply year to date, despite continued positive sales figures. According to Google Finance, Adobe is down more than 19%, compounded by the recent announcement that its chief executive is stepping down. Salesforce is down more than 21% and Five9 has fallen nearly 14%, amid a sector-wide paradox in which strong sales figures have done little to shore up valuations. 8×8, which has also reported solid demand for its AI-driven services, appears to be bucking the trend, with shares up around 11% year to date.
Three factors appear to be driving the recovery. First, 8×8’s usage-based revenue model now accounts for 21% of service revenue and has grown nearly 60% year on year, a structure that scales automatically as customers use more AI-driven tools without requiring new seat-based sales.
Second, the completion of the Fuze migration removed the cost burden of maintaining two separate systems after all customers from 8×8’s 2021 acquisition were moved onto the core platform earlier this year. Third, according to the Motley Fool, the stock was still trading at just 6.8 times forward earnings despite the recent rally, a low multiple that, combined with third-quarter earnings of $0.12 per diluted share against analyst expectations of around $0.09, has prompted investors to reassess a stock that had previously been largely overlooked.
Onwards and Upwards
With Engage now available through all channel partners globally, 8×8 is looking to extend that momentum to a broader set of frontline teams and to a wider pool of enterprise buyers.
