8×8 has introduced new capabilities to its platform.
These updates are aimed at helping organisations streamline customer interactions and reduce friction for frontline teams.
“Today’s experiences are only as strong as the teams on the front lines and empowered by the right tools,” said Hunter Middleton, Chief Product Officer at 8×8.
“We’re helping our customers deliver speed, clarity, and personalization in every interaction, whether that’s resolving issues on the first touch, following up with confidence, or staying secure in complex environments like retail, healthcare, and manufacturing, to name a few.”
The new capabilities include real-time AI voice summaries that automatically capture and log call details into 8×8 or external CRMs, allowing agents to focus more on resolving issues than on administrative tasks.
Agents using 8×8 contact centre can now also select and manage emails directly, helping streamline queues and reduce wait times.
Customer engagement options have been broadened through the addition of Viber within 8×8 Engage, complementing existing channels such as RCS, SMS, WhatsApp, Facebook Messenger, voice, and video.
Visual communication has also been expanded through new WhatsApp carousel templates in 8×8 Connect, designed to help organizations present information in a more structured format.
AI-generated post-call transcription is now available within 8×8 Work, supporting quicker follow-ups, while new security and access controls on shared Android devices aim to offer stronger compliance for environments such as retail.
Together, these updates are intended to support organizations as they manage diverse customer interactions, coordinate distributed teams, and maintain secure operations through the 8×8 Platform for CX, which brings contact centre tools, business communications, and APIs into a single AI-enabled framework.
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: 21st Nov 2025
Read more about - Latest News, 8x8
