8x8 Launches Platform-Wide Upgrades to Simplify CX, Cutting Handle Times and Streamlining Workforce Management

Rhea-AI Impact

(Moderate)

Rhea-AI Sentiment

(Positive)

Key Terms

customer 360 technical

A Customer 360 is a single, unified profile that combines all available information about a buyer—purchase history, interactions, preferences and service records—so a company can see the whole relationship at a glance. For investors, it matters because clearer customer insight helps companies sell more, reduce wasted marketing, and keep customers longer, which can boost revenue predictability and lower the risk of unexpected churn.

workforce management technical

Workforce management is the set of practices and tools a company uses to plan, schedule, hire, train, track and pay its employees so the right people are working at the right times. It matters to investors because labor is often a company’s largest recurring cost and directly affects productivity, customer service and compliance; better workforce management can lower costs, reduce risk and make growth more reliable, like a well-run team or orchestra hitting the right notes on schedule.

wcag compliance technical

WCAG compliance means a website meets the Web Content Accessibility Guidelines, a set of standards that make digital content usable by people with disabilities—such as those who use screen readers, need larger text, or rely on keyboard navigation. For investors, compliance reduces legal and reputational risk, expands potential customer reach, and indicates disciplined operations much like a storefront with clear ramps and signs that welcome more visitors and avoid fines or complaints.

cloud api technical

A cloud API is a set of rules and tools that lets software connect to and use services hosted on remote servers over the internet—such as storage, computing power, or data processing—so developers can add features without running their own hardware. For investors it matters because cloud APIs can speed product development, lower operational costs, and create steady subscription revenue for service providers, but they also introduce dependency and pricing risk similar to renting a critical utility.

contact center technical

A contact center is a centralized hub that handles a company's incoming and outgoing customer communications across phone, email, chat, text and social channels—think of it as the organization's front desk for all ways customers reach it. Investors care because how well a contact center operates affects sales, customer loyalty, costs and regulatory compliance; like a store’s checkout experience, it can boost repeat business or drive customers away and create financial or legal risk.

unified communications technical

Unified communications is a set of tools and services that combine phone calls, video meetings, instant messaging, voicemail, and file sharing into a single, connected system so employees can communicate from one place—like a smartphone that brings all apps together. Investors care because it can lower communication costs, speed decision-making, improve customer response, and make a company more scalable and secure, all of which can affect productivity and profitability.

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.

conversational ai technical

Conversational AI is technology that allows computers to understand, process, and respond to human language in a way that feels natural and interactive, similar to chatting with a person. It enables machines to hold conversations, answer questions, and assist with tasks automatically. For investors, it matters because this technology can improve customer service, streamline operations, and create new opportunities across many industries.

02/18/2026 - 09:00 AM

Organizations Resolve Issues Faster, Reduce Complexity, and Deliver More Human Experiences at Scale

CAMPBELL, Calif.--(BUSINESS WIRE)-- With customer expectations rising and margins tightening, businesses need CX solutions that deliver fast, tangible results. 8x8’s latest platform updates reduce handle times, improve forecast accuracy, and create seamless customer journeys and connected teams, driving real-time value. 8x8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, is helping them do exactly that with new AI-powered innovations that turn customer interactions into business momentum.

The latest updates across the 8x8 Platform for CX focus on what matters most: faster resolution, smarter operations, and more natural engagement across channels. Built-in AI and automation deliver results at the point of conversation, where it counts.

“We’re not AI-washing at 8x8, we’re strategically building it into every part of our platform to reduce operational friction and enhance customer experiences,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Our focus is on real impact: seamless service, simpler workflows, and smarter decision-making across the customer journey. With these updates, we’re proving that AI isn’t just a feature layer, it’s a force multiplier when embedded into a unified platform.”

Key benefits across the 8x8 Platform

Resolve issues faster with AI-powered context
Customer 360 turns 8x8 Agent Workspace into a unified customer hub, helping agents work faster and deliver more personalized, elevated CX with cross-channel history, profile context, and AI-driven insights such as sentiment and top topics into one view.

Simplify workforce management
8x8 Workforce Management is now available with every 8x8 Contact Center package, allowing organizations to streamline forecasting, scheduling, and shift management without requiring additional tools.

Collaborate seamlessly across teams
8x8 Work helps teams stay connected and responsive with enhanced controls for scaling meetings, simplifying navigation for WCAG compliance, and improving staff coverage with real-time visibility and self-service controls.

Engage customers where they are
Businesses can engage with customers in WhatsApp through interactive flows and one-tap voice calling that drive engagement, reduce effort, and speed resolution.

Scale without disruption
Automated MM Lite onboarding and WhatsApp Business App + Cloud API co-existence let users expand campaigns and automation, ensuring data protection in fast moving environments.

One platform. Built for what’s next.

As businesses face increasing pressure to deliver more with less, 8x8 continues to lead with innovations that simplify the customer journey. These updates are foundational to a future where AI isn’t an add-on, but a built-in advantage, and reflect 8x8’s ongoing commitment to simplify how organizations deliver exceptional experiences. With the 8x8 Platform for CX, enterprises unify the contact center, unified communications, and communication APIs on a single, AI-powered foundation that drives both customer and employee experiences.

For all of 8x8’s recent updates, visit: 8x8.com/products/release-highlights

Caution Concerning Forward-Looking Statements

This press release contains forward-looking statements relating to new features and enhancements to the 8x8 Platform for CX. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8x8 undertakes no obligation to update any forward-looking statements.

About 8x8, Inc.

8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience – combining Contact Center, Unified Communications, and CPaaS solutions. The 8x8® Platform for CX integrates AI at every level 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.