Soaking Up the Last Bit of Summer: 8x8’s Next Leap in AI-Driven CX Innovation ☀️

What did we do on our summer vacation? At 8x8, we built smarter AI, deeper insights, and broader communication tools, turning every conversation with customers and coworkers into a catalyst for connection, trust, and growth.

The latest platform-wide updates go beyond new features, focusing on the connections that bring your entire customer journey into one seamless view. With JourneyAPI, teams can trace every customer interaction end-to-end, connecting call legs into a single view and surfacing insights that improve both performance and experience.

At the same time, CRM Integration Profiles give admins the power to customize workflows across Salesforce, Dynamics, Zendesk, NetSuite, and Zoho. That means seamless integrations, smarter operations, and a platform that adapts to the way your business works.

Supercharge CX with 8x8 Contact Centerlink to this section

This summer, 8x8 Contact Center redefines digital engagement with AI and automation at the forefront. For our customers, it means less waiting, fewer hurdles, and more meaningful interactions, delivered seamlessly on the channel they choose.

• Conversational Intelligence & Smart Assist: Powered by Creovai, gain real-time insights into every interaction, with sentiment analysis, compliance automation, and coaching suggestions that drive performance and reduce churn risk.
• Agentless Digital Payments: Enable secure, PCI DSS-compliant payments with AI bots—no human required. Customers can pay anytime using Apple Pay, Google Pay, or cards.
• Social Listening & 8x8 Social Connect: Engage customers directly from social media mentions with context-aware responses, media sharing, and secure payment links via WhatsApp or RCS.
• Native Viber Messaging: Seamlessly manage real-time Viber conversations from the same workspace as voice, email, and chat—empowering agents to meet customers where they are.
• ICA Knowledge AI & xApps: Transform static documents into dynamic self-service tools that flow between voice and digital channels, enabling smarter, more personalized virtual assistants.
• Secure Banking Access: With MNET CoreAccess+, financial institutions can safely integrate their systems with 8x8 to enable real-time data access and compliant workflows.

Every one of these enhancements boosts operational agility while deepening the quality of each interaction.

Learn more about 8x8 Contact Center updates

Connect Seamlessly with 8x8 Engagelink to this section

8x8 Engage takes digital-first teams even further. Customers enjoy timely, relevant, and seamless interactions on the channel they prefer — making every experience faster, easier, and more personal.

• Omnichannel Digital Support: Manage SMS, RCS, WhatsApp, Facebook Messenger, and voice all in one unified experience.
• Smarter Routing & Admin Tools: New inbox upgrades and admin controls streamline operations and empower faster resolution across digital and voice.

Team Agility with Engage, modern, on-the-go teams can deliver consistent experiences and frictionless collaboration—wherever they work.

The result? Happier customers and empowered teams that deliver at speed.

Learn more about 8x8 Engage updates

Smarter Collaboration in 8x8 Worklink to this section

In Summer 2025, we delivered powerful enhancements to your everyday workflows. For customers, that means simpler processes, smarter tools, and smoother experiences, helping every interaction feel faster, easier, and more productive.

• Smarter, Language-Aware AI Summaries: Automatically detect and summarize chats in the correct language—perfect for global teams.
• Centralized DND Controls: Admins can now standardize “Do Not Disturb” settings across the organization, ensuring consistent presence behavior and eliminating missed connections.
• SMS Compliance Filtering: Automatically block restricted keywords in outbound messages to ensure 10DLC compliance and reduce the risk of brand-level carrier violations.
• New Hardware Options: Introducing support for Grandstream, Jabra, and Yealink devices

Whether your team is remote, hybrid, or office-based, 8x8 Work supports more ways to connect, with fewer disruptions.

Learn more about 8x8 Work updates

Take Control with 8x8 Communication APIslink to this section

This season, our Communications APIs evolve omnichannel engagement, giving developers and marketers the tools to customize campaigns, manage delivery, and integrate insights—creating experiences that feel timely, personal, and customer-first.

• Campaign Editing Made Easy: Update messages, audiences, or schedules—right up to 10 minutes before sending.
• Control Send Speed: Throttle message delivery rates to match support team capacity and ensure a smooth customer experience.
• WhatsApp Carousel Templates: Boost engagement with rich media cards—perfect for product highlights or onboarding.
• Voice Reporting API: Get full access to call metrics, logs, and performance data—ready for integration into your dashboards and analytics workflows.

With 8x8 APIs, developers and marketers alike get more control, flexibility, and insights.

Learn more about 8x8 Communication APIs updates

Every Update, One Platformlink to this section

Every enhancement in this release supports our mission to simplify communication, enhance performance, and fuel connection. Whether you’re engaging customers on social media, enabling secure payments, or unifying your support channels, the 8x8 Summer 2025 release brings the tools—and the intelligence—to make it happen.

Tomorrow’s customer experience starts now—learn how 8x8 innovations can take you there. Visit our website to learn more about how these innovations can transform your customer experience.