Spring forward: Powering your CX ambitions with 8x8’s latest innovations.

Spring signals fresh starts—and at 8x8, it marks the next big leap in reimagining how businesses deliver superior customer experience (CX) and employee experience (EX). Our Spring 2025 product updates bring a fresh wave of enhancements that help your teams work smarter, your customers feel heard, and your business thrive. From third-party validated AI transcription accuracy to richer communication options and smarter team collaboration tools, we empower organizations to deliver seamless, hyper-personalized experiences at scale.

Let’s dive into what’s new this season and how it all connects to drive the results that matter most.

Driving customer confidence through accurate, inclusive AI.link to this section

Clear, accurate transcription is the foundation of great AI, powering everything from compliance to coaching. Independent testing by The Tolly Group found our AI-powered transcription achieves a 3.43% word error rate (WER)—which is more than twice as accurate as competitors. When transcripts are this precise, everything built on top—summaries, sentiment, action items—becomes more reliable. Teams can trust the insights they’re getting, and actually use them with confidence.

The 8x8® Platform for CX was built to solve exactly these issues—by unifying UCaaS, CCaaS, and CPaaS into a single, AI-powered solution that simplifies operations, strengthens security, and helps you scale without adding more duct tape to your tech stack.

Our new Custom Dictionary allows administrators to tailor transcriptions to their business-specific language, ensuring even niche terms are recognized. This reduces friction and keeps conversations flowing smoothly. It also helps deliver cleaner transcripts and better alignment across teams, ensuring nothing gets lost in translation.

End result? More reliable insights, fewer manual corrections, and an AI experience that’s accurate and inclusive for a global audience.

Our 8x8 Contact Center continues to evolve with tools that reduce agent workload and improve customer experience:link to this section

• AI-powered Agent Assist helps reduce the time to onboard agents, increases agent satisfaction and productivity with real-time guidance and next best actions during live interactions.
• 8x8® Secure Pay with digital wallets (Apple Pay, Google Pay) helps reduce the collections cycle by offering secure, compliant payment methods that enhance customer trust and allow them to pay using their preferred methods.
• Rich Communication Services (RCS) is now fully integrated into the 8x8 Contact Center so businesses can drive higher engagement through more personalized messaging, and customers can continue the conversation with agents on the same channel.
• My Interaction History offers a complete view of each customer journey, centralizing CRM data, transcripts, and sentiment analysis to personalize every conversation.

Together, these updates boost agent efficiency and customer satisfaction, turning every interaction into an opportunity for connection and trust.

Learn more about 8x8 Contact Center updates

Flexible, smarter collaboration with 8x8® Work.link to this section

The need for tools that simplify collaboration and boost productivity has never been more pressing. We continue to expand our capabilities to meet the needs of the modern mobile workforce and drive employee engagement:

• AI-powered chat summarization: Quickly generate recaps of long chat threads.
• Compose with AI: Auto-reply and finesse your messages to match tone and intent.
• Group MMS messaging: streamline external messaging to multiple contacts.
• Custom meeting layouts and undocked panels for ultimate meeting flexibility.
• Accessibility enhancements to meet WCAG 2.1 AA compliance.

With 8x8 Work, collaboration becomes smarter, more inclusive, and more flexible.

Learn more about 8x8 Work updates

Turning conversations into actionable insights with 8x8® Engage.link to this section

Unlock deeper insights and give users more control with 8x8 Engage. Customer-facing teams are empowered with data-driven insights and more control over their workflows using:

• AI-powered post-call summaries reduce manual note-taking and accelerate follow-up.
• Smarter queue management with call pause and delay alerts to ease burnout
• Actionable insights for coaching and optimization.

Now every conversation fuels performance, coaching, and smarter CX outside the Contact Center with 8x8 Engage.

Learn more about 8x8 Engage updates

Enhance omnichannel engagement to improve customer interactions with 8x8® Communication APIs.link to this section

With 8x8Ⓡ Communication APIs, businesses can now deliver RCS Business Messaging across platforms, bringing multimedia-rich interactions into their omnichannel messaging campaigns. Whether via SMS, WhatsApp, Viber, or voice, 8x8 enables seamless communication across all channels—empowering brands to meet customers where they are.

Learn more about 8x8 Communication APIs updates

Everything we deliver is part of a bigger picture.link to this section

Every update is part of a bigger story: One platform. One partner. Infinite possibilities.

8x8’s Spring 2025 release isn’t just about features—it’s about enabling your teams to thrive, delight customers, and deliver real business outcomes.

Ready to learn more? Visit our website to learn more about how these innovations can transform your customer experience.