☀️ Summer 26: Smarter connections, stronger support, every customer, every channel
Somewhere between the first customer interaction and the resolved outcome, things slow down. The right expert is three teams away and unreachable. Conversations end and their context evaporates. The Summer '26 updates are built around a simple idea: every conversation should make the next one better.
Intelligence That Makes Your Teams Smarterlink to this section
Every conversation holds a signal. Right now, it disappears. The new account manager doesn't know what happened last month. The executive can't see patterns until they become crises.
8x8 Pulse transforms every call, chat, email, and support ticket into governed company memory your entire organization can search and act on. Frontline agents spot customer risk before it becomes churn. Executives see patterns weeks before anyone has to ask. For the first time, context travels with customers instead of dying in silos.
AI That Simply Workslink to this section
Building an AI agent takes months and consultants. Most solutions lock you into one vendor's AI model.
8x8 AI Studio now supports live simultaneous voice translation across 13 languages, multiple AI model providers, one-click connectors to 11 business tools, voice-powered agent building, a built-in data layer, website voice and chat widgets with live handoff, and automatic conversion of existing phone menus into AI call flows. Organizations can go from legacy IVR to intelligent AI agents without rebuilding from scratch.
The right expert is three teams away and nearly unreachable through your current routing system.
8x8 AI Routing matches every customer to the best expert across your entire organization in real time. The specialist four teams away is finally visible to the queue. Risk scoring, skill matching, wait time, and agent capacity are weighted together by one intelligent algorithm, with automated skill management and dynamic identification of the right resources wherever they might be within an organization.
Native digital channels, where your teams already worklink to this section
Your agents shouldn't have to leave their CRM to handle a conversation.
Native CRM integrations with Salesforce, HubSpot, Zendesk, and NetSuite let agents handle SMS and WhatsApp conversations directly within the platforms they already work in, with screen pop, interaction logging, and automated record creation.
When something breaks, get everyone aligned fastlink to this section
Incidents don't follow the org chart. When a payment processor goes down, a security issue hits, or a customer-facing system fails, the right people need to be reached, informed, and coordinated in minutes. Not hours.
8x8 Resolve is the operational nerve system for critical incidents. Targeted mass notification reaches the exact people who can help. Real-time two-way communication keeps everyone in sync. Automated workflows trigger response protocols without human intervention. Built on 8x8's integrated platform, it turns chaos into coordinated action.
One platform. Built to keep getting better.link to this section
Every update moves toward the same outcome: less complexity, more visibility, and better experiences for the customers at the center of it all.
Explore the full Summer ‘26 Update at www.8x8.com/products/release-highlights
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