8×8 has announced a series of updates to its customer experience platform, extending AI-powered intelligence, routing, automation and workforce management capabilities beyond the contact centre to support teams across the wider organisation.
The updates cover conversation intelligence, AI agent development, expert routing, frontline communications and workforce management, and are designed to work with existing infrastructure and business systems.
“We’re not asking organizations to adopt a new platform or a new vendor,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“8×8 Pulse captures intelligence from conversations already happening. 8×8 AI Studio builds on phone systems already in place. 8×8 AI Routing connects customers to experts already inside the organization. This is AI that meets businesses where they are, and makes everything they already do smarter.”
Among the announcements is 8×8 Pulse, which captures insights from calls, meetings, emails and support interactions to make conversation data available across the organisation.
The company also introduced 8×8 Resolve, a new critical communications solution that provides incident and emergency alerting for frontline employees through the same communication channels they use for day-to-day work.
For customer service teams, 8×8 AI Routing can connect customers with the most appropriate expert across the organisation, while AI-assisted skills management analyses interaction data, including transcripts and sentiment, to recommend skill configurations.
8×8 also expanded 8×8 AI Studio with support for multiple AI models, voice-powered AI agent development and one-click integrations with 11 third-party business applications. In addition, the company launched the 8×8 App Store, providing self-service access to additional platform capabilities.
The latest release also includes a native integration with Synthflow, adding AI voice capabilities for joint customers within the 8×8 platform.
Workforce management enhancements were also announced, including forecasting and scheduling improvements that will be available at no additional cost for 8×8 contact centre customers.
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: Robyn Coppell
Published On: 31st Jul 2026
Read more about - Latest News, 8x8
