8x8 AI Adoption More Than Doubles as CX Demand Accelerates

Key Terms

usage-based revenue financial

Usage-based revenue is income a company earns when customers pay according to how much they use a product or service, rather than a fixed subscription or one-time fee. Investors care because it links sales directly to customer activity—like paying for water by the gallon instead of a flat monthly bill—so it can grow quickly with higher usage but also be more variable and reveal how deeply customers rely on the offering.

communication apis technical

Communication APIs are software tools that let apps and systems send and receive phone calls, text messages, video, chat and notifications by connecting to telecom and messaging networks. They matter to investors because they let businesses add or scale customer contact features quickly and cheaply, affect user engagement and recurring revenue potential, and can change cost structure or compliance risk—think of them as a universal socket that plugs applications into real‑world communication channels.

cpaas technical

A Communications Platform as a Service (CPaaS) is a cloud-based toolkit that lets companies add voice calls, text messages, video and chat features to their apps or websites without building the underlying phone or messaging systems. Think of it as a plug-and-play communications engine developers drop into software. Investors watch CPaaS because it often produces usage-based and recurring revenue, can scale quickly with customer communication needs, and benefits from trends like remote work and digital customer service.

ucaas technical

Unified Communications as a Service (UCaaS) is a cloud-based bundle of business communication tools — such as phone calling, video meetings, messaging, and voicemail — delivered over the internet instead of on-site hardware. For investors, UCaaS matters because it shifts companies from buying and maintaining equipment to paying recurring subscription fees, creating predictable revenue for providers and signaling how widely businesses are adopting flexible, remote-ready communications, which can affect growth and valuation.

ccaas technical

Contact Center as a Service (CCaaS) is a cloud-based platform companies rent to handle customer calls, chats, emails and support tools instead of building and running their own systems. For investors it matters because CCaaS shifts costs from big upfront investments to predictable subscription fees, often creating steady recurring revenue, easier scaling and faster rollout of new features—advantages that can improve margins, growth potential and customer retention.

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AI Solution Adoption More Than Doubled Year-Over-Year; Engage Customer Base Grew 247%; Communication API Interactions Accelerate Across Every Channel

CAMPBELL, Calif.--(BUSINESS WIRE)-- The pressure on customer experience teams isn't letting up: more interactions, tighter staffing, higher expectations. First quarter results from 8x8, Inc.'s fiscal year 2027 show organizations are responding by deploying AI that reduces interaction volume, meets customers on their preferred digital channels, and consolidates communications on a platform built to scale. Usage-based revenue, which includes communication APIs, AI solutions, digital channels, and telecom, continued its strong growth trajectory from Q4 FY26 with a 63 % year-over-year increase in Q1 FY27.

8x8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, released Q1 FY27 momentum metrics for its AI-powered customer experience and communications API solutions.

In Q1, customer adoption of AI solutions – including 8x8 AI Studio and 8x8 Intelligent Customer Assistant – grew 121% year-over-year. 8x8 Engage, 8x8's purpose-built solution for frontline and non-desk workers, expanded its customer base more than 247% year-over-year. The pattern is consistent: customers are deploying these tools, and they're using them.

"AI adoption more than doubled, and it's showing up in live customer conversations, not pilots," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "We're investing on both sides: the AI our customers deploy, and the infrastructure underneath that routes, processes, and governs every interaction in real time. That combination is what lets them run AI-first CX at enterprise scale, and the numbers reflect it."

AI adoption continues to climb

Demand for AI-driven customer experience tools continued to accelerate in Q1 FY27, with significant growth in both adoption and usage across 8x8 Intelligent Customer Assistant, 8x8 AI Studio, and 8x8 Engage solutions:

• Customer adoption of AI solutions, including 8x8 AI Studio and 8x8 Intelligent Customer Assistant, increased 121% year-over-year and 68% quarter-over-quarter.
• The number of customers adopting 8x8 Engage grew more than 247% year-over-year and 33% quarter-over-quarter.
• Total 8x8 Intelligent Customer Assistant interactions – across digital, voice, and auto attendant channels – grew more than 88% year-over-year from Q1 FY26 to Q1 FY27.
• Voice AI interactions grew more than 106% year-over-year from Q1 FY26 to Q1 FY27.

Communication API growth by channel

Organizations are expanding their use of 8x8 communication APIs to reach customers across SMS, voice, and messaging channels:

• Total 8x8 communication API interactions across messaging, voice, and video channels grew 24% year-over-year from Q1 FY26 to Q1 FY27 and over 18% quarter-over-quarter.
• 8x8 communication API SMS interactions increased nearly 20% quarter-over-quarter from Q4 FY26 to Q1 FY27.
• 8x8 communication API messaging interactions – including WhatsApp, RCS, Viber, Zalo, and LINE – grew more than 112% year-over-year from Q1 FY26 to Q1 FY27.
• 8x8 communication API voice interactions increased more than 151% year-over-year from Q1 FY26 to Q1 FY27.

Customer validation

As of July 1, 2026, 8x8 has an Overall Rating of 4.6 out of 5 across the Unified Communications as a Service, Contact Center as a Service, and Communications Platform as a Service markets, based on 60 reviews on Gartner Peer Insights™.

8x8 continues to build on that customer response with product updates that expand access to AI, automation, and communications capabilities across the organization.

Platform innovations in Q1 FY27

• Recent product updates extend the 8x8 Platform for CX to every corner of the organization, bringing enterprise-grade intelligence and automation to every team:
• 8x8 Pulse, available now for select 8x8 customers, captures and indexes interactions across calls, meetings, emails, and support tickets, making conversation data searchable and actionable across the organization rather than siloed to individual teams.
• 8x8 Resolve, available now for select 8x8 customers, is a new critical communications solution that delivers incident and emergency alerts to frontline workforces through the same platform they use for daily work, reducing the need for separate alerting tools.
• 8x8 AI Routing, available now for select 8x8 customers, dynamically matches customers to the best-qualified expert across the organization – not only agents in the contact center – and uses interaction data, including transcripts, sentiment, and historical patterns, to automate skills configuration so teams can begin realizing value at deployment rather than after months of manual setup.
• 8x8 AI Studio now supports multiple AI models, voice-powered agent building, and one-click connectors to 11 third-party business applications, enabling teams to deploy AI agents with minimal additional vendors or custom development.
• The new 8x8 App Store provides self-serve capability extensions.
• A native integration with Synthflow extends AI voice capabilities for joint customers within the existing platform.
• 8x8 Workforce Management received forecasting and scheduling enhancements available at no additional cost to existing 8x8 Contact Center customers.

The 8x8 Platform for CX integrates contact center, unified communications, and CPaaS capabilities into a single platform. Organizations use it to reduce the operational complexity of managing multiple point solutions while meeting customers across whichever channels they prefer.

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. Full details are available at trust.8x8.com.

About 8x8, Inc.

8x8, Inc. (NASDAQ: EGHT) 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. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.

Caution Concerning Forward-Looking Statements

This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These statements include, but are not limited to, statements regarding the expected performance and market acceptance of our products and services. Forward-looking statements involve risks and uncertainties that may cause actual results to differ materially from those expressed or implied, including 8x8's ability to effectively sell and support our products and services, and macroeconomic conditions affecting small business technology investment. For a more complete description of these and other risk factors, please refer to 8x8's filings with the Securities and Exchange Commission. 8x8 undertakes no obligation to update these statements to reflect events occurring after the date of this press release, except as required by law.

Copyright 2026 8x8, Inc. 8x8 and associated brand assets are trademarks of 8x8, Inc. All rights reserved. All other trademarks are the property of their respective owners including WhatsApp (Meta Platforms, Inc.), Viber (Rakuten Group), Zalo (VNG Corporation), LINE (LY Corporation), RCS (GSMA industry standard), and GSMA Open Gateway (GSM Association).

Gartner Peer Insights™, Voice of the Customer: Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark, and PEER INSIGHTS is a trademark and service mark, of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

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Source: 8x8, Inc.