The latest 8x8 Contact Center enhancements in workforce management, AI-enabled Agent Assist, omnichannel routing, secure payments, reduce agent workload, and improve overall CX. These innovations drive efficiency, improve first-call resolution, and deliver seamless, hyper-personalized CX while optimizing staffing and reducing payment friction.
8x8 Engage continues to evolve with new tools that enhance visibility, streamline workflows, and improve responsiveness. The latest updates include access to detailed call analytics through Conversation IQ, AI-powered interaction summaries, smarter call queue management, and expanded functionality for receptionists.
Recent updates for 8x8 Work enhance accessibility, streamline collaboration, and expand support for third-party devices. Key highlights include AI-powered chat summarization and composer, new video meeting controls, and improved compatibility with room system hardware.
Enhance customer engagement, streamline workflows, and improve overall efficiency with the latest Communication APIs updates. New features include RCS Business Messaging for richer communication, intuitive channel selection on 8x8 Connect, enhanced video capabilities, and advanced voice insights - all designed to make every interaction smoother, faster, and more impactful.
AI Transcription accuracy you can trust—even across global voices
8x8 leads the pack for transcription accuracy, delivering clear and inclusive conversations across various English accents. In independent testing by The Tolly Group (Feb 2025), 8x8 achieved a word error rate (WER) of just 3.43%—more than twice as accurate as select vendors. The evaluation spanned 15 real-world customer conversations featuring diverse global accents, and 8x8 consistently delivered the best average score across all samples with a 4.54% WER.
These results give IT and CX leaders confidence in the strength and reliability of 8x8’s AI-powered transcription—enabling better summaries, reduced manual rework, and a more inclusive customer experience.
Custom Dictionary for tailored transcription
To further improve transcription accuracy, Custom Dictionary enables administrators to
Interested in this beta program? Connect with your Customer Success Manager to sign up!
Real-time agent assistance to boost performance
Contact center agents often struggle with information overload, delayed responses, and fragmented workflows—challenges that lead to longer Average Handle Times (AHT), inconsistent service quality, and agent frustration.
Agent Assist with 8x8 solves these issues by delivering real-time, AI-powered support directly within the 8x8 Agent Workspace. Seamlessly integrated and intelligently automated, it enables agents to work more efficiently and effectively.
By streamlining workflows and improving response accuracy, Agent Assist increases operational efficiency, boosts agent satisfaction, and elevates the overall customer experience. This is our initial step in bringing Agent Assist solutions to 8x8. First up is 8x8 Smart Assist with our partner Creovai.
Digital wallet support in 8x8 Secure Pay
The 8x8 Secure Pay solution now supports digital wallet payment options, giving customers the flexibility to use Apple Pay or Google Pay in addition to traditional card payments. When an agent sends a secure digital link, consumers can complete transactions with a simple tap—no need to manually enter card details, which can be time-consuming and error-prone.
Rich Communications Services in 8x8 Contact Center
We’re excited to announce that we have expanded our omnichannel capabilities to deliver more personalized customer experiences. Our latest enhancement, Rich Communication Services (RCS) in 8x8 Contact Center, allows agents to send high-quality images, videos, carousels, and branded elements for richer engagement beyond traditional SMS.
With RCS, organizations can offer:
Streamlined access with My Interaction History in 8x8 Agent Workspace
My Interaction History streamlines agent workflows and gives them all the data they need to elevate the customer experience. Agents will have one-click access to follow up with their customers promptly and to access the following data: CRM data, recordings, summarization, topics, sentiment analysis, and transcripts.
8x8 Technology Partner Ecosystem
Our curated 8x8 Technology Partner Ecosystem connects customers with leading independent software vendors, value-added resellers, and systems integrators. Each partner offers seamless integrations that enhance CX with advanced technologies like AI and persistent data
This program empowers customers to build tailored solutions for their unique business challenges—without the limitations of all-in-one platforms or the cost of custom development.
Call compliance recording with CallCabinet
Experience seamless call and screen recording integrated with the 8x8 Platform for CX to enhance compliance and quality assurance. CallCabinet fills every interaction compliance gap, leveraging detailed policy settings that support the world’s most heavily regulated industries. Using CallCabinet’s seamless integration, users can easily manage recording features within 8x8 Work and 8x8 Contact Center.
Expanded AI-powered post-call intelligence
Unlock powerful post-call insights with Recorded Interaction Details with 8x8 Conversation IQ. Access sentiment mapping, talk time analysis, topic matcher—all directly from the recording or the call log.
For even greater efficiency, AI-powered Interaction Summaries can be added to the interaction details. These summaries automatically capture key conversation points, which helps save time for users and team leaders and keeps them focused on the conversation.
Interested in the beta program? Connect with your Customer Success Manager to sign up!
Pause queues to better focus
Users can now pause or resume queues during an active call or meeting. This prevents them from receiving a new call the moment they end one. It’s a small change with a big impact on user experience as they can now be fully focused on the new call without distraction from wrapping up the previous conversation.
Notification for delayed calls
A new banner now explains why new calls are temporarily delayed—whether it’s a missed call, wrap-up time, or rejection. This helps improve transparency for frontline staff.
Smarter call handling with 8x8 Frontdesk enhancements
Receptionists using 8x8 Frontdesk™ can now easily identify and decline calls coming into a queue—enabling them to route to the next available 8x8 Engage user. This improves queue handling speed and gives receptionists better context for managing calls.
Smarter chat management with AI summarization
Create conversation summaries for the last 24 hours, the last three days, all unread messages or messages starting from a specific point in a chat thread. This is a particularly useful tool to create a quick and accurate synopsis of a long chat-based discussion with multiple contributors.
Compose with AI: Craft the right message, instantly
Make messaging more efficient and expressive. With AI integrated into the 8x8 Work chat interface, users can draft messages instantly and choose from a variety of composition styles—professional, casual, sympathetic, expanded, or concise—to suit the tone of any conversation. Instant replies are just a click away using the “more” menu, helping users respond quickly and effectively. This powerful feature reduces typing time and enhances clarity, making it especially valuable in fast-paced or high-stakes conversations.
Simplify group communication with MMS
8x8 users can now create MMS groups and send text messages to multiple internal and external contacts with a single click. Each SMS/MMS Group Room can contain up to 10 contacts. This feature is currently available for 8x8 user plans in North America only.
Custom meeting layouts with pinned participants
Select up to six participant windows to display persistently during a meeting. This facilitates custom meeting layouts, for events with multiple speakers or panel discussions. It also enables key resources, such as sign language interpreters, to be visible throughout to aid inclusivity and accessibility.
Flexible workflows with undocked meeting panels
Users can now launch and maintain meetings in a separate window from 8x8 Work for Desktop. Not only does this provide a more effective use of screen real estate for multitasking it also provides more flexibility for locating the meetings panel, for users with multiple monitors.
Room-optimized controls for video systems
8x8 Spaces is a deployment of 8x8 open source technology available to 8x8 customers looking for a video meetings experience optimized for room-based environments. It enables customers to build a custom application that can be installed on a preferred desktop (Windows) or portable (iOS or Android) device to connect and control the audio and video components of a room solution, as well as the meeting experience itself.
Improved accessibility with WCAG 2.1 AA compliance
As part of 8x8's commitment to continuously improve compliance with W3C Web Content Accessibility Guidelines (WCAG), 8x8 Work now includes improvements for screen readers in areas like Call Control and General. Of three-tiered levels of accessibility compliances, defined by W3C, the AA ‘Strong Accessibility’ designation is the most commonly referenced benchmark for compliance, particularly by public sector organizations.
Yealink Multi-Cell DECT system
Expand cordless coverage with the Yealink W90 Multi-Cell system, featuring the W90DM DECT Manager and W90B Base Stations. Ideal for larger setups, this system provides seamless handover and scalability—just one W90DM and at least one W90B are required to get started.
Grandstream devices
We’ve expanded our support for Grandstream hardware across handsets and ATAs:
8180 SIP Audio alerter
We are now supporting the PoE 8180 SIP Audio Alerter for overhead and multicast paging. This wall-mounted IP speaker integrates seamlessly with the 8x8 platform.
Elevate messaging campaigns with Rich Communication Services Business Messaging
Enjoy a more dynamic, engaging messaging experience with RCS (Rich Communication Services) Business Messaging! Go beyond traditional SMS and bring customer interactions to life with rich media, including photos, videos, and more. With 8x8's CPaaS API, businesses can now manage RCS Business Messaging alongside SMS, WhatsApp, Viber, Zalo, LINE, voice, and other channels—all through a single, unified platform for true omnichannel communication.
Simplified messaging campaign setup
Launching messaging campaigns on 8x8 Connect is now even easier! Our new card-based channel selection provides clear descriptions for each messaging channel, helping users quickly understand their purpose and make informed choices—no guesswork needed.
Better voice insights with enhanced logs and reports
Unlock deeper insights into voice interactions with comprehensive call records, quality metrics, campaign data, and pricing information—all available in the enhanced voice logs module. Easily track usage trends with daily, weekly, and monthly breakdowns to monitor performance and optimize more effectively, all from a single, unified view.
Enhanced video interaction for seamless conversations
Agents can now enable Low Bandwidth Mode to switch to a lower video resolution for users with limited connectivity. They can also easily copy and share meeting links via WhatsApp, Viber, or other messaging channels when SMS isn’t available—ensuring uninterrupted communication across any network.
WhatsApp template status updates
Never miss an update! Get real-time webhook notifications whenever a WhatsApp template status changes, ensuring faster responses and better tracking.
