Built natively on the 8×8 Platform for CX, 8×8 Engage delivers mobile-ready engagement for teams working across dynamic environments with AI-generated summaries and sentiment analysis.
As customer experience continues to expand beyond traditional service departments, organisations need a scalable way to empower every customer-facing team by giving them the flexibility and autonomy to engage on their terms, without sacrificing visibility or accountability.
In response, 8×8, Inc., a global business communications platform provider, has announced the general availability of 8×8 Engage, now available globally across all of 8×8’s channels.
Customer conversations no longer happen in one place. They happen in retail stores, on service floors, in healthcare facilities, and across distributed teams. Each of these interactions is an opportunity to build loyalty, resolve issues faster, and drive better outcomes.
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“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.”
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Strong adoption momentum
Growth since launch tells a clear story:
- The number of customers adopting Engage has exceeded 150% growth, compared to the same period last year
- Daily active new customers have increased nearly 5X year over year
- Daily active users have grown more than 4X year-over-year
This momentum reflects a clear enterprise need: as customer experience expands beyond service departments, organisations require a scalable way to bring visibility and accountability to every customer-facing interaction, wherever it happens.
“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 for distributed, mobile, and expert teams
Built natively on the 8×8 Platform for CX, 8×8 Engage delivers:
- Mobile-ready engagement for teams working across dynamic environments
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- 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
“Customer engagement is increasingly happening across all parts of the enterprise,” said Zeus Kerravala, Founder and Principal Analyst at ZK Research.
“Enterprises are looking for flexible engagement models that give frontline and expert teams visibility and control without adding unnecessary complexity. This shift reflects a broader evolution in how organisations operationalise customer experience.”
8×8 Engage is now generally available globally and ready to deploy across the organisation. Channel partners can immediately offer 8×8 Engage as part of the 8×8 Platform for CX to help customers eliminate communication silos and move faster with less complexity.
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