Customer expectations keep rising, but most companies are falling short. Metrigy research shows 76% of businesses surveyed believe their service is improving, yet only 36% of consumers agree. That gap is costing companies customers and revenue.

8×8, Inc., the industry’s most integrated customer experience (CX) platform provider, is closing that gap with new AI-powered innovations across the 8×8 Platform for CX. These capabilities help businesses respond in real time, personalize service at scale, and strengthen compliance – without adding complexity.

Spanning 8×8 Contact Center, 8×8 Engage, 8×8 Work, and communication APIs, the latest updates streamline operations, surface real-time insights, and drive high-impact engagement across voice and digital channels. With AI and automation embedded at every level, the 8×8 Platform for CX helps businesses move faster, reduce churn, and turn every interaction into measurable business momentum.

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Expanded Omnichannel Support

Digital Channel Support for 8×8 Engage

• 8×8 Engage now includes built-in support for SMS, WhatsApp, RCS, webchat, and Facebook Messenger – unifying voice and digital channels in one intuitive workspace, purposefully designed for modern customer-facing teams who need fast, flexible internal collaboration and customer engagement on-the-go.

Native Viber Messaging in 8×8 Contact Center

• 8×8 enables agents to connect with millions of customers on Viber using the same tools they rely on for voice, chat, and email. With full CRM context, media sharing, and smart routing, teams can deliver seamless, connected experiences – all within a single workspace.

Meltwater Social Listening for 8×8 Contact Center

• 8×8 Agent Workspace integrates Meltwater social listening to monitor, filter, and route content from platforms like Instagram, LinkedIn, and X – all within the agent’s existing workspace. Teams can respond faster, track sentiment trends, and ensure every message reaches the right agent at the right time.

8×8 Social Connect

• 8×8 Social Connect integrates Meltwater Social Listening, RCS/WhatsApp messaging, Secure Pay, and 8×8 Smart Assist into 8×8 Contact Center, turning social engagement into resolution and revenue. Social messages flow directly into 8×8 Agent Workspace for faster, contextual replies, while 8×8 Smart Assist provides real-time guidance. Customers can stay on mobile for private WhatsApp or RCS chats to share product info, videos, and complete purchases – all in one seamless experience.

Personalized, AI-Enhanced Automation

Self-service, PCI-Compliant Payments

• 8×8 SecurePay expanded coverage now enables secure, automated payments through virtual agents and IVRs. Customers receive secure links via SMS or email to complete transactions using Apple Pay, Google Pay, or credit cards. It’s seamless, scalable payment collection – without tying up agents or risking compliance.

8×8 Intelligent Customer Assistant Knowledge AI + xApps

• 8×8 Intelligent Customer Assistant Knowledge AI transforms static content – PDFs, web pages, training files – into dynamic, AI-powered self-service. With 8×8 Intelligent Customer Assistant xApps, customers can input complex data digitally and transition back to voice without losing context. The result is fast, flexible, and personalized experiences at scale.

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“Customer expectations aren’t slowing down, and neither are we,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “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.”

The 8×8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.