- New 8×8 Contact Centre standard WFM feature delivers smarter scheduling, better agent engagement, and faster time to value.
- 8×8 Workforce Management is now a standard capability of every 8×8 Contact Center package, allowing organisations to forecast, schedule, and staff across voice and digital channels at no additional cost.
8×8, Inc. is among the first to embed Workforce Management (WFM) directly into its platform as a built-in capability. Designed to eliminate the complexity of legacy solutions, the new feature begins rolling out in mid-November and deploys quickly – without professional services or complex configuration – accelerating time to value.
Enhanced Visibility, Agility, and Agent Engagement
With 8×8 Workforce Management, organizations can:
- Scale across channels with confidence: Staffing accuracy improves across voice, chat, email, and other digital channels, while service quality and operational efficiency remain high.
- Respond instantly to dynamic needs: With real-time visibility into agent availability and adherence, supervisors can adjust staffing as needed and maintain CX continuity.
- Improve agent engagement and transparency: Agents can access their schedules, track shift changes, and manage availability directly – enhancing satisfaction and reducing administrative friction.
- Streamline operations by eliminating manual processes: Built-in forecasting, reusable shift templates, and intuitive dashboards replace spreadsheets, making scheduling smarter and more strategic.
- Reduce complexity and cost: As a native part of 8×8 Contact Center, Workforce Management eliminates the need for separate applications, professional services, or third-party contracts – delivering a seamless, all-in-one solution.
While many providers sell WFM as a costly and complex add-on, 8×8 includes it as a standard capability of its contact center solution – introducing a step change in simplicity. With streamlined, self-service procurement, deployment, and configuration, leaders of small and midsize contact centers can adopt and operate WFM quickly and confidently, without relying on time-consuming, expensive professional services.
Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, stated:
“With the explosion of digital interactions – with each channel having unique staffing needs – small and mid-sized contact centers struggle to achieve accurate staffing forecasts using the spreadsheet-driven scheduling practices often employed. By seamlessly embedding WFM directly into every contact center license, at no extra charge, 8×8 is removing the growing complexity of building schedules while helping companies cost-effectively elevate CX. 8×8’s new WFM capability also allows agents to access their schedules, track shift changes, and manage availability directly – a win for agents, supervisors and contact center managers.”
Why This Matters for CX Leaders
As customer interactions expand beyond voice to include chat, email, and social media messaging, workforce planning becomes increasingly complex. Traditional tools and spreadsheets cannot keep pace in real time. And most WFM solutions operate outside the contact center – requiring separate logins, vendor contracts, manual handoffs and creating disconnected user experiences and data silos.
Hunter Middleton, Chief Product Officer at 8×8, Inc. commented “Contact centers today are being asked to do more with less – across more channels, with higher customer expectations. Workforce management has too often been treated like a luxury add-on, leaving the vast majority of contact centers to rely on spreadsheets and workarounds.” He continued:
“By embedding 8×8 Workforce Management directly into our platform and making it available at no extra cost, we’re giving every organization access to the real-time agility, insight, and simplicity they need to optimize staffing and improve service quality. It’s about replacing those spreadsheets with purpose-built tools that help teams stay ahead of demand, empower agents, and deliver consistently exceptional experiences – without added cost or complexity.”
Choice, Not Lock-In
Built to meet customers at every stage of workforce maturity, 8×8 enables a simple progression from the included WFM to an advanced, add-on package. As scale and complexity increase, organizations can unlock deeper capabilities or integrate with leading partner solutions – without disruption.
A Platform Built for Progress
8×8 WFM is integrated with the 8×8 Platform for CX, which seamlessly unites contact center, unified communications, and communication APIs to help organizations connect teams and customers globally. By integrating AI at every layer, the platform empowers CX and IT leaders with the performance, insights, and control they need to staff smarter, respond faster, and deliver lasting business impact.
8×8 Workforce Management will begin rolling out as part of the 8×8 Platform for CX in mid-November 2025.
This article contains forward-looking information, and caution should be exercised on comments about future events and/or financial transactions that may not occur.
