8x8: Built With You, For You: What 2025 Delivered

In 2025, teams across industries turned complexity into clarity, delivering faster service, sharper coaching, and stronger outcomes using 8x8. Every innovation released this year was built to amplify what teams could achieve when the right tools worked behind the scenes. That’s The Power of You in action.

Empowering Customer Supportlink to this section

From cumbersome to effortless with Live Voice Summaries, teams auto-log call notes, eliminating time lost to manual entry. Post-Call Surveys fed real-time feedback into Supervisor Workspace, consolidating voice of the customer insights along with all their contact center interaction data in one place. The result: faster follow-ups, optimized operations, and higher customer satisfaction.

Smarter Omnichannel Experienceslink to this section

We led the way by being the first cloud contact center to introduce two-way RCS messaging with branded, mobile-native conversations for all customer-facing teams. Paired with social listening, teams could act on high-priority mentions from Instagram, LinkedIn, and more - proactively.

Engaged Teams, Consistent CXlink to this section

Behind every great experience is a well-supported team. Calabrio WFM delivered a single view of scheduling and adherence. Meanwhile, the 8x8 WFM solution powered fast and accurate shift planning without complicated setup. Enable within your current 8x8 Contact Center in minutes and start managing shifts smarter, faster, and without additional cost.

AI That Empowers, Not Replaceslink to this section

Smart Assist gives agents real-time support with helpful prompts, next-best-action tips, sentiment detection, and automatic summaries. ICA’s Knowledge AI and xApps make it easy to find accurate answers fast—without losing the human touch. Together, these tools help agents deliver quicker, more accurate service while keeping connection at the center of every customer journey.

Clear Journeys, Confident Teamslink to this section

Digital channels in 8x8 Engage make it easy for teams to handle conversations across SMS, RCS, WhatsApp, Messenger, and Viber—all with full context in one place. JourneyIQ APIs bring every step of an interaction together, providing a complete view across transfers, queues, and teams. Together, these capabilities help frontline teams respond faster, stay aligned, and deliver more consistent service across every touchpoint.

Connected, Secure, and Effortless Workflowslink to this section

With credential-free login, integrated CallCabinet recording, and AI-powered recaps in 8x8 Work, frontline and hybrid teams stay secure, compliant, and aligned from any location, while IT reduces complexity and everyone gets to what matters faster.

Looking ahead to 2026, 8x8 continues to build for outcomes, enabling teams to deliver seamless service, collaborate with confidence, and lead every moment with clarity.

The 8x8 Platform for CX
Built for Clarity. Designed for Trust. The Power of You.