8×8 Enhances CX Platform With New Capabilities

8×8 has introduced a set of updates to its 8×8 Platform for CX aimed at addressing common operational challenges in contact centres, including complex AI deployments, limited real-time visibility, customer drop-off during login, and constrained CRM integrations.

“These updates didn’t come from a roadmap exercise – every capability that we introduce exists because a customer hit a wall,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.

“They couldn’t see what was happening in their queues, or they couldn’t get AI off the ground without a six-month integration project, or they were losing customers at login. We build because customers need it, and these gaps were actually costing people.”

The updates – spanning AI agent development, analytics, mobile authentication, and managing frontline teams – are available within the 8×8 Platform, without new infrastructure or additional vendor relationships.

These updates include tools for building AI agents without extensive integration, expanded flexibility for custom CRM connections, and enhanced analytics with real-time insights into queues and performance. New features also support frontline team management and provide visibility into how agents handle multiple digital interactions simultaneously.

In addition, the platform introduces silent mobile authentication, designed to verify users in the background and reduce login friction. All capabilities are available within the existing platform, without requiring additional infrastructure or vendors.

Author: Robyn Coppell

Reviewed by: Megan Jones