8×8 helps organisations turn customer conversations into actionable insights through a conversational intelligence platform built into everyday workflows.
8×8 has introduced 8×8 Pulse, a conversational intelligence solution designed to help organisations transform customer and business conversations into actionable insights. Built on the company’s conversational data foundation, the platform is designed to surface intelligence from calls, meetings, emails, chats, support tickets, and customer interactions directly within the tools employees already use.
According to 8×8, traditional business systems often fail to capture the context, commitments, and signals that emerge during customer and team member conversations. The company said 8×8 Pulse addresses this challenge by creating a structured and governed source of conversational intelligence that can be accessed across teams, from executives to frontline employees.
“You don’t search your own memory; the right thing just surfaces when you need it. Companies never had that. They had recordings nobody replays and knowledge that might walk out the door. 8×8 Pulse gives organisations a more human kind of memory: shared, in context, and traceable to the source,” said Hunter Middleton, Chief Product Officer, 8×8.
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Turning Conversations into Business Intelligence
The platform captures information from customer interactions, sales conversations, support cases, internal communications, and business meetings, combining those insights with CRM, operational, and financial data. According to the company, users can ask questions in natural language and receive answers that are traceable back to the original conversations.
8×8 said the solution is designed to help organisations uncover customer feedback, identify renewal risks, monitor account health, capture competitive intelligence, and improve decision-making without requiring teams to search through multiple systems.
The platform also includes governance, audit controls, and identity management capabilities intended to support enterprise-scale deployments while maintaining compliance and data security requirements.
Delivering Insights Within Existing Workflows
8×8 Pulse is available as a standalone workspace and can also be embedded within Salesforce, Google Chrome, and 8×8 Work. The company said users can receive insights directly within existing workflows or through automated email digests that highlight emerging customer and operational signals.
According to research cited by 8×8 from Metrigy, more than 32% of organisations experiencing declining customer service are not doing enough with customer feedback, despite analytics ranking among their top transformation priorities.
“Complex layered architecture is a problem. With every additional intelligence layer comes integration lag, and by the time the signal surfaces, the conversation is often over. Placing the intelligence where the conversation is, as 8×8 does with Pulse, means fewer handoffs between interaction and insight,” said Beth Schultz, VP of Research and Principal Analyst, Metrigy.
The launch reflects growing demand for conversational intelligence platforms that help organisations capture customer signals, improve decision-making, and translate everyday interactions into actionable customer experience insights.
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