8×8 enhances customer experience operations with AI, analytics, authentication, and integration capabilities designed to improve visibility, automation, and customer interactions.
8×8 has announced a series of platform updates to the 8×8 Platform for CX, introducing new AI, analytics, authentication, and integration capabilities designed to address operational gaps affecting customer experience teams.
The updates focus on common enterprise challenges, including AI deployments that require lengthy integrations, limited visibility into queue performance, customer drop-offs during login, and restricted CRM integration capabilities.
According to 8×8, the new capabilities are available directly within the 8×8 Platform for CX without requiring additional infrastructure or vendor relationships.
“These updates didn’t come from a roadmap exercise – every capability that we introduce exists because a customer hit a wall. They couldn’t see what was happening in their queues, couldn’t get AI off the ground without a six-month integration project, or were losing customers at login. We build because customers need it, and these gaps were actually costing people,” said Hunter Middleton, Chief Product Officer, 8×8.
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New Capabilities
AI Agent Development
8×8 AI Studio, currently in Early Availability, enables organisations to build, test, and deploy voice and digital AI agents directly on the 8×8 Platform for CX using natural language prompts.
The capability is designed to reduce integration complexity and accelerate AI deployment without requiring additional infrastructure or third-party vendors.
Integration Flexibility
The 8×8 Integration SDK is now generally available, allowing organisations and technology partners to build CRM integrations, including homegrown and industry-specific systems, directly into the platform.
This removes the need for traditional professional services engagements to support custom integrations.
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Analytics Improvements
New dashboards within 8×8 Work Analytics provide real-time visibility into call queues, call quality, unreturned calls, and device health.
The analytics tools are designed to help IT teams identify and resolve issues proactively rather than relying on delayed reporting.
Frontline Management
8×8 Engage is now generally available and extends queue visibility, workflow structure, and accountability capabilities to frontline and expert teams including branch staff, field teams, and back-office specialists.
Contact Centre Insights
8×8 Focus Time Metrics provides supervisors with visibility into how agents manage simultaneous digital interactions, including interaction duration and attention distribution.
The feature is designed to improve staffing decisions and coaching accuracy across digital contact centre operations.
Mobile Authentication
8×8 Silent Mobile Authentication verifies users in the background using carrier network intelligence and GSMA Open Gateway capabilities.
The feature eliminates one-time passcodes and manual login steps while helping reduce credential exposure and login abandonment.
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