8×8 Expands Availability of 8×8 Engage

Customer experience is extending beyond traditional service teams, creating a need for organizations to support all customer-facing roles with flexible tools while maintaining oversight. In response, 8×8 has announced the general availability of 8×8 Engage, now available globally across all of 8×8’s channels.

“The way organizations deliver customer experience has fundamentally changed,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.

“They need every customer-facing team to engage with consistency, intelligence, and accountability. To do this, we’re bringing advanced customer engagement tools out of the contact centre and making them available and easily accessible to frontline teams across the organization.

With 8×8 Engage now generally available globally – including through our channel partners – we’re making that possible at enterprise scale, on the same unified platform our customers already rely on.”

Customer interactions increasingly take place across multiple environments, including in retail stores, on service floors, in healthcare facilities, and across distributed teams. These interactions influence customer satisfaction, issue resolution, and overall outcomes.

8×8 Engage is designed to make customer engagement tools accessible beyond the contact centre, enabling frontline teams to communicate with greater consistency and visibility on a unified platform.

Since its launch, adoption has increased, with notable growth in customer uptake, daily active users, and overall usage. This trend reflects a broader need for scalable solutions that provide visibility and accountability across all customer interactions.

“We chose 8×8 Engage to give our teams greater flexibility across sites, and it’s changed how we manage customer interactions,” said Jake Blowers, Head of Projects and Innovation at Motus Commercials.

“Our colleagues can now take calls wherever they are – whether at their desk, in the workshop, or on the move – which has significantly reduced missed opportunities. The result is a more responsive customer experience and greater operational agility across our business.”

Built on the 8×8 Platform for CX, the solution includes:

• Mobile-ready engagement for teams working across dynamic environments
• CRM-integrated customer context for more informed, lower-friction interactions
• AI-generated summaries and sentiment analysis to improve context, accelerate resolution, and support stronger CSAT outcomes
• Intelligent routing and queue management with real-time workload visibility
• Unified governance and analytics, including end-to-end visibility into customer journeys across all customer-facing teams

The launch reflects a wider shift in how organizations approach customer engagement, with a focus on equipping distributed and specialist teams with tools that balance flexibility, coordination, and operational oversight.

Author: Robyn Coppell

Reviewed by: Jo Robinson