8×8 has announced that Workforce Management will now be included as a standard capability in every 8×8 contact centre package.
The feature enables staffing, scheduling, and forecasting across voice and digital channels at no additional cost. The rollout begins mid-November and is designed for fast deployment without professional services or complex setup.
The capability aims to simplify processes traditionally managed through standalone tools, giving contact centres built-in forecasting, shift templates, dashboards, and agent self-service scheduling.
According to 8×8, the integration is intended to support small and midsize contact centres that are expanding digital engagement while managing cost pressures.
Industry analyst Sheila McGee-Smith commented on the launch:
“With the explosion of digital interactions – with each channel having unique staffing needs – small and mid-sized contact centres struggle to achieve accurate staffing forecasts using the spreadsheet-driven scheduling practices often employed.
By seamlessly embedding WFM directly into every contact centre license, at no extra charge, 8×8 is removing the growing complexity of building schedules while helping companies cost-effectively elevate CX.
8×8’s new WFM capability also allows agents to access their schedules, track shift changes, and manage availability directly – a win for agents, supervisors and contact centre managers.”
As customer service spans voice, chat, email, and social messaging, internal workforce processes have become more complex.
Many organisations continue to use spreadsheets or separate systems, resulting in fragmented data and manual effort. The new capability is positioned to provide one interface for planning and real-time staffing.
Hunter Middleton, Chief Product Officer at 8×8, stated:
“contact centres today are being asked to do more with less – across more channels, with higher customer expectations.
Workforce management has too often been treated like a luxury add-on, leaving the vast majority of contact centres to rely on spreadsheets and workarounds.
By embedding 8×8 Workforce Management directly into our platform and making it available at no extra cost, we’re giving every organization access to the real-time agility, insight, and simplicity they need to optimize staffing and improve service quality.
It’s about replacing those spreadsheets with purpose-built tools that help teams stay ahead of demand, empower agents, and deliver consistently exceptional experiences – without added cost or complexity.”
8×8 notes that organisations can begin with the included WFM and upgrade to an advanced package or integrate third-party WFM tools as their needs mature. The capability is delivered through the 8×8 Platform for CX, which combines contact centre, unified communications, and APIs.
For more information about 8x8 - visit the 8x8 Website
About 8x8
8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Find out more about 8x8
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 5th Nov 2025
Read more about - Latest News, 8x8
