8x8 Announces Successful Year for Its AI-Driven Customer Experience Platform

Customer experience solutions provider 8x8, Inc. has announced considerable momentum for its Customer Experience (CX) AI-powered platform transformation that is driving year-over-year contact center successes. In the announcement, the company noted that its CX transformation momentum is being fueled in part by organizations looking to adopt AI-powered, integrated contact center-as-a-service (CCaaS), unified communications as-a-service (UCaaS) and communications platform as-a-service (CPaaS) solutions in order to strategically enhance their customers' journey from anywhere within their business.

“Our continuing drive to transform 8x8’s business and pace of innovation around all things CX has accelerated over the past year as we’ve made tremendous strides,” said Samuel Wilson, Chief Executive Officer at 8x8, Inc. “As we help organizations exceed expectations and deliver business success, we are seeing increased customer adoption of our contact center. Underscoring 8x8’s CX transformation, we are continuing to grow 8x8’s multi-product CX cloud platform and enhance it with new capabilities.”

Noteworthy events in 8x8’s year include significant traction with mid-sized enterprises with 250 or more contact center agent seats resulted in 35% year-over-year growth in this segment; customer growth of more than 9%, with contact center agent seats up 8% year-over-year; and a whopping 200% year-over-year rise in the number of customers using the company’s Intelligent Customer Assistant.

Furthermore, the company also recently introduced a more powerful large language model (LLM) engine to improve transcription accuracy and expand language support at no additional cost to customers. All interaction analytics services have been seamlessly updated to the latest model.

Lastly (for now, of course), 8x8's AI-based interaction summaries can be seamlessly integrated into an organization’s CRM of choice, such as Salesforce and Zoho. Contact center agents on active calls can easily access summarizations of previous interactions through 8x8 Agent Workspace, providing more context about the customer to deliver a more personalized experience.