8×8 Expands Availability of 8×8 Engage

Customer experience is extending beyond traditional service teams, creating a need for organisations to support all customer-facing roles with flexible tools while maintaining oversight. In response, announced the general availability of 8×8 Engage, now available globally across all of 8×8’s channels.

“The way organisations deliver customer experience has fundamentally changed,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.

“They need every customer-facing team to engage with consistency, intelligence, and accountability. To do this, we’re bringing advanced customer engagement tools out of the contact centre and making them available and easily accessible to front line teams across the organisation.

With 8×8 Engage now generally available globally – including through our channel partners – we’re making that possible at enterprise scale, on the same unified platform our customers already rely on.”

Customer interactions increasingly take place across multiple environments, including retail stores, on service floors, in healthcare facilities, and across distributed teams. These interactions influence customer satisfaction, issue resolution, and overall outcomes.

8×8 Engage is designed to make customer engagement tools accessible beyond the contact centre, enabling frontline teams to communicate with greater consistency and visibility on a unified platform.

Since its launch, adoption has increased, with notable growth in customer uptake, daily active users, and overall usage. This trend reflects a broader need for scalable solutions that provide visibility and accountability across all customer interactions.

“We chose 8×8 Engage to give our teams greater flexibility across sites, and it’s changed how we manage customer interactions,” said Jake Blowers, Head of Projects and Innovation at Motus Commercials.

“Our colleagues can now take calls wherever they are – whether at their desk, in the workshop, or on the move – which has significantly reduced missed opportunities. The result is a more responsive customer experience and greater operational agility across our business.”

Built on the 8×8 Platform for CX, the solution includes:

• Mobile-ready engagement for teams working across dynamic environments
• CRM-integrated customer context for more informed, lower-friction interactions
• AI-generated summaries and sentiment analysis to improve context, accelerate resolution, and support stronger CSAT outcomes
• Intelligent routing and queue management with real-time workload visibility
• Unified governance and analytics, including end-to-end visibility into customer journeys across all customer-facing teams

The launch reflects a wider shift in how organisations approach customer engagement, with a focus on equipping distributed and specialist teams with tools that balance flexibility, coordination, and operational oversight.

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: Robyn Coppell
Reviewed by: Jo Robinson