- 8×8 Introduces 8×8 Pulse: Conversational Intelligence Built for Where Decisions Are Made.
- Powered by 8×8’s Native Conversational Data Foundation.
- Now in Early Availability.
Introducing 8×8 Pulse
Business communications platform provider 8×8, Inc. has introduced 8×8 Pulse, a conversational intelligence solution built on a different architectural premise: that intelligence should live where conversations happen, not in another layer of integrations bolted on top.
8×8 Pulse turns the conversations a business already generates into a working source of truth teams can act on, from the executive suite to the account manager. It runs on 8×8’s native conversational data foundation, which ingests, governs, structures, and contextualises business conversations so they can be trusted and used safely at enterprise scale.
Conversational Information
Most of what a business actually knows about its customers and its operations lives in conversations the CRM and other traditional systems of record were not primarily designed to capture. What gets said in those conversations, and in the internal exchanges around them, carries the commitments, risks, and signals that influence decisions every day. That information has historically stayed scattered across recordings, transcripts, inboxes, and tickets, and the tools built to surface it tend to add integration overhead rather than serve it.
Inside many organisations, the person resposible for sales is managing forecast confidence on the basis of what someone remembered to log. The customer success leader is running Monday’s team meeting largely on gut feel. The product leader is reconstructing the roadmap by stitching together voice-of-customer one chat thread at a time. The account manager is hunting for context before calls that may already exist somewhere in the system. Relationship context walks out the door when an account owner leaves.
Breaking the cycle of lost conversations and intent
8×8’s conversational data foundation is built to change that pattern. It captures the conversations a business already has, including sales calls, customer success reviews, support escalations, executive briefings, partner check-ins, emails, internal chats, and support tickets, and pairs that signal with telemetry, CRM data, and financial context from across the business. Communication data flows natively from the 8×8 ecosystem and beyond, with governance, audit, and rights management built into the foundation itself. Answers trace back to the source conversations they came from, and identity is resolved across the systems a business already runs. 8×8 Pulse uses that foundation to surface the actual substance of what customers are saying, from product feedback to competitive intelligence to renewal signal, ready to be put to work. Anyone in the organisation can ask in natural language and see exactly which conversation the answer came from.
“You don’t search your own memory, the right thing just surfaces when you need it,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Companies never had that. They had recordings nobody replays and knowledge that might walk out the door.”
Middleton continues:
“8×8 Pulse gives organizations a more human kind of memory: shared, in context, and traceable to the source. We can do this because we were there when the conversation happened, the calls, the meetings, the contact center interactions. We capture it at the source, governed from the first word. Every new conversation connects to the ones before it, the way memories link in your head. You can’t bolt that on. You have to be there.”
8×8 Pulse meets users in the way that fits their workflow. As a standalone solution, it serves as a dedicated workspace for leaders mining patterns across their business. As an assistant inside Salesforce, the Chrome browser, and 8×8 Work, it brings the same insight into the tools customers already use. As an email digest, it notifies users when key signals surface.
The gap 8×8 Pulse is built to close is measurable. According to Metrigy’s Customer Experience Optimization: 2025-26 research study, not having or acting on customer feedback leads to a decline in customer service. At companies with worsening customer service, 32.1% of CX leaders admit they’re not doing anything at all or not enough with customer feedback, even as analytics capabilities rank among the top transformation priorities for more than half of companies surveyed.
“CX leaders have more data than ever and less ability to act on it than they need,” said Beth Schultz, VP of Research and Principal Analyst at Metrigy. She continues:
“Complex layered architecture is a problem. With every additional intelligence layer comes integration lag, and by the time the signal surfaces, the conversation is often over. Placing the intelligence where the conversation is, as 8×8 does with Pulse, means fewer handoffs between interaction and insight. That makes for a meaningful architectural difference.”
Availability
8×8 Pulse is in early availability for select 8×8 customers. For more details, contact an 8×8 Account Manager or Customer Success Manager.
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