Fall 2025 Update Highlights
Key Announcements
Customer support
Speed up resolution, reduce effort, and ensure connected customer experiences with AI-powered live call summaries.
Omnichannel experiences
Enable faster resolutions and seamless blended customer interactions with email cherry picking functionality that lets agents instantly pull emails from the queue.
Frontline teams
Equip customer-facing employees with AI-driven insights, real-time queue metrics, Viber support, and call parking enabling faster, connected, and seamless customer experiences across every channel.
Connected teams
Power seamless collaboration and quicker decisions with real-time file sharing, enhanced device support, and AI-driven transcriptions.
Promotions & notifications
Empower teams to launch smarter outbound campaigns with flexible send controls, interactive WhatsApp templates, and deep voice analytics that boost engagement and operational insight.
Customer Support
Live voice summaries in 8x8 Contact Centerlink to this section
Live summaries in 8x8 Contact Center use real-time AI to generate concise voice interaction summaries, reducing manual note-taking, speeding up wrap-up, and improving handoffs. Summaries are available instantly during or after calls and can be logged to 8x8 CRM or external CRMs.
Learn morelink to this section
Live voice summarizations in 8x8 Contact Center.
Omnichannel experiences
Email cherry picklink to this section
Email cherry pick is designed to give agents more control and speed. Rather than waiting for emails to be routed, agents can handpick emails from the queue and act on them right away. This is especially valuable in blended interactions. For instance, if an agent is on a call with a customer who also emailed, they can grab that email instantly and manage both conversations seamlessly. The result is faster resolution and a more connected experience for your customers.
Learn Morelink to this section
Email cherry pick for contact center agents.
Frontline teams
Support for Viber on 8x8 Engagelink to this section
The power of 8x8 Engage continues to grow—now with support for Viber as a channel alongside SMS, RCS, WhatsApp, Facebook Messenger, voice, and video. With Viber being a very popular communication app in Europe, the Middle East, and Asia, customers can now reach businesses on their trusted, familiar channel. With smarter routing, a unified inbox, and stronger admin controls, Engage brings Viber and other channels together to help teams connect faster and collaborate more effectively.
Interested to learn more? Connect with your Customer Success Manager!
Digital channels in 8x8 Engage
Call parking in 8x8 Engagelink to this section
Easily park and retrieve customer calls in 8x8 Engage to improve flexibility and teamwork. 8x8 Engage users can pause complex calls, alert the right team members, and continue assisting new customers while the call is parked. This streamlines collaboration, reduces hold times, and ensures customers get faster, more accurate resolutions from the right specialist.
Call park in 8x8 Engage
Connected teams
Support for Mitel deviceslink to this section
Purchase new or seamlessly provision existing Mitel phones with the 8x8 service. 8x8 now supports many Mitel devices, including the popular Mitel 6900 series, letting you preserve existing investments while unlocking the power of the 8x8 cloud platform offering future-proof innovation, AI-powered insights, and a financially-backed 99.999% uptime SLA.
SMS on Mobile in Australialink to this section
Stay connected wherever business takes you. With 8x8 Work now supporting Australian mobile numbers for SMS service, your teams can communicate quickly and reliably with colleagues and customers. Simple, flexible, and built for global collaboration, it’s never been easier to keep conversations flowing and relationships growing—across borders, time zones, and opportunities.
8x8 Work for shared Android devices in retail environmentslink to this section
Boost productivity and protect privacy with 8x8 Work for Managed Devices. Built for retailers using shared Android devices, it ensures secure logouts, role-based access, and easy IT management. Employees get fast, reliable connections, while IT teams simplify control across locations—helping businesses deliver seamless service and collaboration every shift.
MDM profile settings
Post-call transcription in 8x8 Worklink to this section
Easily review recorded calls with AI-powered transcription in 8x8 Work. 8x8 Conversation IQ users can now view post-call transcripts directly in 8x8 Work—saving time, improving accuracy, and streamlining follow-ups.
Call transcript in 8x8 Work
Smarter file shares—During and After Meetingslink to this section
Easily upload and access files during live meetings with built-in file sharing. Stay aligned with teammates in real time, then revisit shared documents anytime. No lost files, no chasing links—just seamless collaboration that keeps work moving forward.
File Share
Advanced meeting setting controlslink to this section
8x8 meeting settings let users preconfigure meeting options tied to a unique meeting URL, ensuring the proper setup before the meeting starts. Through Google, Outlook, or server-side extensions, organizers can define recording, moderator roles, security, and participant permissions in advance—delivering automated, consistent, and secure meeting experiences every time.
Meeting settings
New Active Calls report to power real-time decisionslink to this section
Get clearer insights, faster. The new Active Calls report in Analytics for 8x8 Work delivers a modern interface, powerful search and filtering, and effortless exports. Designed for speed and scalability, it helps teams quickly track and understand live call activity—empowering smarter decisions and stronger customer experiences.
PSTN calling via the 8x8 for Microsoft Teams applink to this section
The 8x8 for Microsoft Teams app now supports the ability to place outbound PSTN calls from Teams for users without Teams Phone licenses. This builds on existing 8x8 Work features in Teams—like SMS, voicemail, and call recording—offering a flexible, cost-effective way to stay in the flow of work.
MS Teams active calls
Real-time queue metrics in 8x8 Frontdesklink to this section
Enhance every customer interaction with real-time queue visibility in 8x8 Frontdesk. For 8x8 Engage customers, it gives reception teams the insights they need to prioritize and transfer with confidence. The result: faster routing, reduced wait times, and a smoother caller experience.
Promotions and notifications
WhatsApp business messaging enhancements: CTA buttons, quality alerts & media hosting
Boost your WhatsApp campaigns with our latest updates. Add CTA buttons to drive users directly to your site, receive instant webhook alerts on phone quality changes to protect deliverability, and host media reliably with our new upload API. Smarter, more secure, and conversion-ready messaging - powered by 8x8.
Whatsapp messaging
WhatsApp interactive media card carouselslink to this section
Create richer customer experiences with WhatsApp media card carousels. Showcase multiple offers in a single swipeable message, complete with images, headlines, and call-to-action buttons. Engage customers with visually compelling content, improve conversion rates, and lower costs by consolidating campaigns - all easily managed and templated through 8x8 Connect.
Whatsapp carousels
Reliable campaign log downloads with role-based maskinglink to this section
Campaign log downloads on the Reporting API are now more reliable and secure, with stable access across regions. Role-based masking also ensures sensitive data stays protected - phone numbers are partially hidden and message content fully masked - so your teams get the insights they need with confidence.