8×8 Reports Rapid Growth of 170% in Their WFM Adoption

8×8 has reported significant growth in adoption of its workforce management offering, with its customer base increasing by more than 170% since the solution became available to 8×8 contact centre customers at no additional cost.

The company said the increase has been driven largely by contact centres seeking workforce management capabilities that are integrated directly into their customer experience platform, rather than relying on standalone tools.

Adoption has been particularly strong among organisations with between 101 and 250 agents, as well as larger operations.

According to 8×8, its WFM solution can be activated directly by supervisors without requiring dedicated IT support or lengthy implementation projects, providing access to historical contact centre data and workforce planning capabilities.

“Standalone WFM tools were built for the largest, most complex contact centres in the world – and that left organizations with the hundred-seat operations on the sidelines, making do with spreadsheets and gut instinct,” said Hunter Middleton, Chief Product Officer at 8×8.

“That’s the gap we’re closing. When workforce management is embedded directly in the platform contact centre teams are already running, there’s no six-figure implementation project, no IT backlog, no second vendor to manage.

The hundred-seat contact centre has always deserved enterprise-grade WFM – they just never had a version built for them, until now.”

The company said supervisors using the platform gain greater visibility into staffing requirements and customer demand, helping them align schedules with contact volumes and identify potential resource gaps.

Genelle Chamberlain, IT Manager at PrimeSource and Dimora Brands, described the impact of the deployment within her organisation.

“Prior to 8×8 Workforce Management implementation our supervisors were relying on spreadsheets and guesses on how to schedule their staff,” she said.

“Oftentimes calls would come in with no one available to answer. But now leaders gain the insight to forecast demand, optimize schedules, and ensure every shift has the right amount of coverage.

Call abandonment has dropped and customer satisfaction has soared. The agents don’t feel overwhelmed and frustrated and we are staffed to the needs of the business.”

Hunain Kalim, Process Support Lead at Oxford University Press, also highlighted the platform’s planning capabilities during a pilot programme.

“As we pilot the 8×8 WFM tool, we are excited about several promising features,” said Kalim. “By feeding directly from live 8×8 queues and contacts, it has the potential to streamline the entire resource planning process across hundreds of queues and multiple teams.”

Alongside the growth of its workforce management offering, 8×8 has also introduced automatic evaluations within its Quality Management solution.

The feature uses AI to assess eligible customer interactions and generate evaluation scores based on conversation transcripts, with the aim of providing a broader view of interaction quality than traditional manual sampling methods.

The company said the quality management functionality is built on the same platform as its wider customer experience offering, allowing quality insights to be connected with customer interaction data and operational workflows.

Commenting on the wider workforce management market, Layne Haaksma, Senior Research Analyst at Metrigy, said:

“The barrier to WFM adoption for SMBs has never been awareness – it’s been cost and complexity. By including core WFM at no charge while offering advanced AI-driven capabilities as optional add-ons, 8×8 creates a natural growth path that aligns with how SMBs actually buy.

Our research backs it up: 58.3% of SMBs expect automated scheduling and forecasting to come standard with their platform according to Metrigy’s Workforce Engagement Management 2025-26 global research study. The market was already moving in this direction; 8×8 is leading the charge for its customers.”

The company said workforce management and quality management form part of its wider Workforce Engagement Management strategy, enabling customers to access planning, coaching, and quality monitoring capabilities through their existing 8×8 contact centre deployment.

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.

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Author: Hannah Swankie
Reviewed by: Robyn Coppell