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From conversational intelligence that turns every interaction into a decision-ready insight, to AI agents for every use case and tools that keep distributed teams connected, this release helps organizations move faster on one unified platform.
AI-powered routing matches every customer to the right expert across the entire organization, while new partner integrations and smarter self-service tools raise the bar for contact center performance and reduce the cost to serve.
Agents can now handle SMS and WhatsApp natively inside Salesforce, HubSpot, Zendesk, NetSuite, Zoho, and Microsoft Dynamics, with screen pop, interaction logging, and automated record creation included.
8x8 Workforce Management, included at no additional cost for Contact Center customers, continues its momentum with tighter platform integration and smarter staffing tools designed to reduce burnout and improve service levels.
Turn every business conversation into governed intelligence teams can actually act on
8x8 Pulse transforms calls, voicemails, meetings, emails, support tickets, and CRM data into a single, searchable source of truth. From the executive suite to the frontline, teams work from shared context, spotting risk earlier and making decisions with confidence. Available now in Closed Beta.
Keep every employee informed and every operation running when it matters most
8x8 Resolve gives operations leaders a single tool to reach the right people, trigger the right workflows, and drive through to resolution during any incident. Built on 8x8's integrated platform, it combines targeted mass notification, real-time two-way communication, and automated response logic. Available now in Closed Beta.
Extend the platform with apps that connect, configure, and go live in minutes.
The 8x8 App Store gives organizations a single place to discover, install, and manage applications that connect communication workflows to the tools teams already depend on. Installation is a single action; apps are provisioned automatically, permissions are managed centrally, and AI Studio builders can publish their own agents directly to the store. No custom development, no professional services, no waiting. Available now at admin.8x8.com/eght-app-store.
Stay organized, find key information faster, and collaborate more naturally in chat
8x8 Work introduces four enhancements that reduce noise and surface what matters. Users can pin messages within conversations for easy reference, pin priority rooms to the top of their list with sync across desktop, mobile, and web, react to messages with emoji, and privately save up to 100 messages for later review.
Reduce missed calls and keep multitasking teams more responsive
Incoming call banners now display in a larger, more prominent format across 8x8 Work Desktop and Web. Users can toggle between compact and large banner styles in Notifications settings, with their preference saved across app restarts, so the right alert style follows each person wherever they work.
Give Microsoft Teams users faster contact search and smarter admin controls
8x8 Work for Microsoft Teams now includes a dedicated Search tab for finding contacts, SMS messages, and SMS groups from one location. Admins also gain granular control over Microsoft 365 personal contact sync, with the ability to set defaults and lock or unlock the setting per user, keeping directory management consistent across the organization.
Help 8x8 Frontdesk users find the right contact faster across large directories
Receptionists and operators using 8x8 Frontdesk can now filter contacts by name using partial text match across first and last name. The improvement is especially useful for organizations with large directories or complex naming conventions, cutting the time spent scanning lists and getting callers connected to the right person faster.
Let users manage caller identity without leaving the dialpad
Users can now switch their caller ID directly from the dialpad via a dropdown, without navigating to a separate settings page. The update removes a common friction point, giving users faster, more intuitive control over how they appear when making outbound calls.
Help users stay authentic when AI assists with message drafting
“AI-generated. Review before sending" label now appears in the 8x8 Work chat input whenever the Generate Reply or rephrase option is used. The label is a lightweight prompt that keeps communication genuine and gives users a clear moment to review before anything is sent.
Give enterprise customers a single unified analytics view across their footprint
8x8 Work Analytics now includes Scheduled Unified Reports, giving enterprise customers complete visibility across their entire communications environment. Automatically consolidate performance data into a single CSV or PDF report on your schedule. Faster insights, simpler compliance workflows, and better decision-making across teams.
Give supervisors and administrators faster, clearer visibility into teams and infrastructure
Analytics for 8x8 Work introduces three enhancements that surface what needs attention and why. A new Cards view in User Status makes it easier to spot availability gaps across large teams at a glance. A redesigned Device Status chart shows which sites need attention and how urgently. And a new per-user Avg Time to Answer metric in Call Queues helps supervisors identify responsiveness gaps across queue agents.
Protect messaging compliance automatically across the entire organization
Once enabled, 8x8 Work automatically enforces SMS opt-out compliance for US and Canada messaging. When a contact texts a stop keyword, they are added to an org-wide block list instantly, preventing any Work user from messaging them again. Admins manage the list directly in Admin Console, and contacts can opt back in at any time using a start keyword.
Simplify identity management for organizations with multiple SSO providers
Admins can now configure more than one Single Sign-On identity provider on a single 8x8 account—essential for organizations managing mergers, acquisitions, or independent business divisions that each use a different provider. Existing users keep their current sign-in experience. New users are automatically assigned to the default provider, with individual or bulk reassignment available at any time.
Support demanding frontline environments with ruggedized DECT devices
The Yealink W59R Pro and W79P Pro are 8x8-supported DECT solutions built for warehouses, factories, and construction sites. The W59R Pro handset includes Bluetooth, HD audio with noise reduction, up to 28 hours of talk time, and built-in safety alarms including man-down and no-movement alerts. The W79P Pro bundles the handset with the W70B base station, supporting up to 10 handsets and 20 simultaneous calls.
Match every customer to the right expert across the entire organization, instantly
8x8 AI Routing is an orchestration engine that dynamically connects customers to the best available expert, including specialists outside the contact center like customer success managers and billing teams. A 4-factor scoring engine weighs skill match, customer priority, wait time, and agent idle time. One-click AI setup analyzes historical data to suggest skill configurations automatically, replacing manual guesswork.
Build, deploy, and connect AI agents faster than ever before, across every channel
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 agent without rebuilding from scratch.
Automate customer conversations at scale with enterprise-grade AI agents
Synthflow AI is now available as a native 8x8 integration, bringing an enterprise AI agent platform built for production environments to voice and chat channels. Organizations can automate high volumes of customer conversations without building custom infrastructure.
Handle SMS and WhatsApp interactions natively inside the top six CRM platforms
Agents can now manage SMS and WhatsApp interactions for 8x8 Contact Center directly within Zendesk, NetSuite, Zoho, and HubSpot, expanding native digital channel support to four additional CRMs alongside the already-supported Salesforce and Microsoft Dynamics. Each integration includes screen pop, interaction logging, and automated record creation.
Store interaction data exactly where it needs to go in Salesforce
Customer admins can now map 8x8 interaction data to Salesforce custom fields, placing key details into the fields most relevant to each organization's workflows and reporting. The result is interaction data that is easier to search, more visible across teams, and requires less reliance on Professional Services for ongoing configuration.
Transform static knowledge into dynamic, conversational support intelligence
ICA Knowledge AI enables businesses to convert static content into accurate, personalized responses delivered through both virtual and live agents. 8x8 ICA xApps extend conversational AI by enabling seamless transitions between voice and digital channels, improving self-service efficiency and customer satisfaction across every touchpoint.
Give contact center admins a single, tamper proof record of configuration changes
Contact center administrators can access complete audit logs, no support tickets required. Admins can filter events by app, region, and entity, with full French and French Canadian translation built in. Admins can also generate and export audit reports directly from the 8x8 Admin Console for maximum efficiency.
Stay connected to every WhatsApp customer, even as Meta rolls out username-based messaging
When a customer adopts a WhatsApp username, their phone number disappears from the conversation. 8x8 Connect now surfaces a stable Business-Scoped User ID (BSUID) on every inbound message and delivery receipt, and accepts it as a send address, so integrations keep receiving and replying to customer conversations with no interruption and no re-architecture required.
Intuitive workforce management, included for Contact Center customers at no extra cost
8x8 Workforce Management is now available in Open Beta for 8x8 Contact Center (x6, x7, x8) customers, with no additional license required. Designed to align staffing to customer demand across every channel, it integrates natively with 8x8 Contact Center, giving operations teams the tools to predict, plan, and adapt without leaving the environment they already work in.
