8×8 has announced a series of updates to its 8×8 Platform for CX, introducing new AI-powered capabilities designed to improve operational efficiency and customer engagement.
The enhancements focus on reducing handle times, improving forecasting accuracy, and enabling more consistent cross-channel experiences.
Updates include AI-driven customer context within the Agent Workspace, expanded access to workforce management tools across contact centre packages, enhanced collaboration features within 8×8 Work, and expanded WhatsApp engagement options with automation and onboarding support.
“We’re not AI-washing at 8×8, 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 8×8.
“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.”
The company said the updates aim to help organisations unify contact centre, communications, and API capabilities within a single platform, supporting both customer and employee experience improvements.
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: 18th Feb 2026
Read more about - Latest News, 8x8
