Most organizations have adopted AI somewhere in their customer experience stack. Far fewer have made it work across the whole organisation. 8×8, Inc. a leading global business communications platform provider, is extending AI-powered intelligence, routing, and automation to every customer team and function with its latest platform releases, moving beyond the contact centre to address the full organization.
Spanning conversation intelligence, AI agent development, expert routing, frontline communications, and workforce management, the updates are available without adding new infrastructure, additional vendors, or professional services engagements.
“We’re not asking organisations 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 organisation. This is AI that meets businesses where they are, and makes everything they already do smarter.”
Connect the right people at the right time
8×8 Pulse turns every call, meeting, email, and support interaction into governed company memory. Instead of intelligence disappearing into silos after a conversation ends, 8×8 Pulse makes it actionable for the whole organization, not just the team that had the conversation.
8×8 Resolve, a new critical communications solution, brings incident and emergency alerting to frontline workforces on the same channel those teams already use for everyday work, closing a gap that has historically forced frontline teams onto separate tools.
Elevate customer support
8×8 AI Routing dynamically matches every customer to the best available expert anywhere in the organization, not just agents sitting in the contact centre. Automate skills management using AI that analyses rich interaction data, including transcripts, sentiment, and historical patterns to build and suggest skill configurations so teams can start delivering value from day one, not months down the road.
8×8 AI Studio now supports multiple AI models, voice-powered agent building, and one-click connectors to 11 third-party business tools, allowing teams to deploy AI agents in minutes without new vendors or custom development.
Additionally, the new 8×8 App Store offers easy, self-serve capability extensions.
Reach customers everywhere
8×8 revealed a native integration with Synthflow, extending AI voice capabilities for joint customers within the existing platform.
Workforce optimisation
Updates to 8×8 Workforce Management (WFM) included forecasting and scheduling improvements at no additional cost for 8×8 Contact Centre customers.
One platform. Every team.
Together, these updates extend the 8×8 Platform for CX to every corner of the organisation; without new infrastructure, new vendors, or new complexity.
