8x8 Extends 8x8 Platform for CX with AI, Analytics, Authentication, and Integration Capabilities

Key Terms

ai deployments technical

The rollout of artificial intelligence systems into a company’s products, services or operations so the software actually runs in real-world use. Think of it as a company adding a new, automated tool on the factory floor that can speed work, cut errors or enable new features; for investors, deployments matter because they can change costs, revenue potential, customer appeal and regulatory or security risks, affecting future profits and valuation.

crm integrations technical

CRM integrations are the links that let a company’s customer database talk directly with other business tools—such as sales, billing, marketing, or support systems—so information updates in one place appear everywhere else automatically. For investors, strong CRM integrations mean faster, more accurate sales and customer-service workflows, lower operating costs, and clearer revenue signals—think of it as plumbing that keeps vital data flowing smoothly rather than leaving it stuck in separate buckets.

sdk technical

An SDK (software development kit) is a bundled set of tools, code samples and instructions that lets outside developers build software that works with a company’s platform or product. Think of it as a toolbox and recipe that makes it faster and easier for others to create compatible apps or services. For investors, an SDK matters because widespread developer use can boost product adoption, create new revenue streams and strengthen customer lock‑in, signaling potential future growth.

call queues technical

Call queues are the electronic waiting lines that manage people trying to reach a company by phone for things like investor conference calls, earnings hotlines, or customer support. They matter to investors because long or poorly managed queues can delay access to important information, signal high demand or technical problems, and affect the timing and quality of real‑time communication—similar to waiting in line at a ticket counter before an event.

one-time passcodes technical

A one-time passcode is a single-use numeric or alphanumeric code sent to a user (by text, email, or an authenticator app) to confirm identity before allowing access to an account or approve a transaction. Like a disposable key that works only once, it reduces the chance of unauthorized trades, helps platforms meet security rules, and protects customer trust—factors that can affect a company’s operational risk, compliance costs, and reputation.

sim-swap technical

A SIM-swap is a type of fraud where a criminal tricks a phone carrier into moving someone’s phone number to a new SIM card they control, allowing them to receive calls and text messages intended for the victim. For investors this matters because attackers can bypass phone-based security to access bank and trading accounts, enabling theft, unauthorized trades, data breaches, and reputational or regulatory damage that can hurt a company’s finances and share price.

silent mobile authentication technical

Silent mobile authentication is a background method that verifies a user’s identity using signals from their phone—like device characteristics, network information, and behavioral patterns—without making the person take extra steps. For investors it matters because it can reduce fraud and checkout friction, improving conversion rates and lowering loss exposure, while raising questions about privacy, compliance and the costs or benefits of implementing the technology.

gsma open gateway technical

A GSMA Open Gateway is a standardized set of tools and application interfaces that lets developers and businesses access mobile network functions—like messaging, billing, identity and location—through a single, common connection to multiple telecom operators. For investors, it matters because it can lower the cost and time to launch new services, expand addressable markets, and create new recurring revenue streams for carriers and technology partners, similar to how a universal power strip lets many devices plug in without custom adapters.

New Capabilities Address the Gaps that Stall AI Deployments, Limit IT Visibility into Queue Performance, Create Friction at Customer Login, and Limit CRM Integration for Unsupported Platforms

CAMPBELL, Calif.--(BUSINESS WIRE)-- 8x8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, has released a set of platform updates to the 8x8 Platform for CX targeting the operational gaps that most commonly stall organizations: AI deployments that require months of integration, queues IT can't monitor in real time, customers abandoning at login, agents stretched across simultaneous digital interactions with no visibility into where attention is going, and CRM integrations limited to natively supported platforms.

The updates – spanning AI agent development, analytics, mobile authentication, and managing frontline teams – are available within the 8x8 Platform, without new infrastructure or additional vendor relationships.

"These updates didn't come from a roadmap exercise – every capability that we introduce exists because a customer hit a wall," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "They couldn't see what was happening in their queues, or they couldn't get AI off the ground without a six-month integration project, or they were losing customers at login. We build because customers need it, and these gaps were actually costing people."

New capabilities include:

AI agent development

8x8 AI Studio, now in Early Availability for new and existing customers, removes the integration bottleneck that stalls many AI deployments. Teams describe what they need in plain language; the AI Builder builds, tests, and deploys voice and digital AI agents directly on the 8x8 Platform for CX – all on the channels they already use, without standing up new infrastructure or adding vendors.

Integration flexibility

The 8x8 Integration SDK is now generally available, enabling technology partners and customers to build, deploy, and scale CRM integrations – including homegrown and industry-specific platforms – directly into the 8x8 Platform for CX without requiring a standard professional services engagement.

Analytics improvements

New dashboards in 8x8 Work Analytics give IT teams live visibility into call queues, call quality, unreturned calls, and device health, replacing static reports that showed problems after the fact.

Frontline management

8x8 Engage is now generally available. It brings the queue visibility, accountability, and workflow structure to frontline and expert teams that have never had those tools – field teams, back-office specialists, branch staff – without requiring a separate deployment.

Contact Center insights

When agents are handling multiple digital interactions at once, supervisors have no reliable way to know where attention is actually going. 8x8 Focus Time Metrics tracks how agents distribute focus across simultaneous interactions, including duration and frequency per conversation, so supervisors can coach on actual behavior rather than guesswork, and staff appropriately for digital volume.

Mobile authentication

One-time passcodes create drop-off, and they don't stop SIM-swap or phishing attacks. 8x8 Silent Mobile Authentication verifies users in the background using carrier network intelligence, GSMA Open Gateway. There's nothing for the end user to do: no code to enter, no step to complete. Helping reduce login abandonment and credential exposure, while the capability scales globally through 8x8's carrier network.

All capabilities are available now or through Early Availability on the 8x8 Platform for CX. Additional details are available at 8x8.com/products/release-highlights.

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 capabilities and availability of 8x8 AI Studio and its AI agent development and deployment features; the anticipated benefits of the 8x8 Integration SDK for technology partners and customers building CRM integrations; the expected performance and continued expansion of 8x8 Engage with frontline and expert teams; the anticipated benefits of 8x8 Focus Time Metrics for supervisors and digital contact center operations; and the expected global availability and effectiveness of 8x8 Silent Mobile Authentication in reducing login abandonment and credential exposure. All statements other than statements of historical fact are forward-looking statements. Forward-looking statements involve known and unknown risks, uncertainties, and other factors that may cause actual results to differ materially. For a discussion of these risks and uncertainties, please refer to 8x8’s filings with the Securities and Exchange Commission, including its most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q. 8x8 assumes no obligation to update any forward-looking statements to reflect events that occur or circumstances that exist after the date on which they were made.

Copyright 2026 8x8, Inc. 8x8 and associated brand assets are trademarks of 8x8, Inc. All rights reserved.

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Source: 8x8, Inc.