Earlier this week, 8×8, the platform that provides CX which combines Contact Center, Unified Communication and CPaaS APIs, announced strong customer adoption and usage of the AI-powered 8×8 Platform for CX is helping to drive the next phase of the company’s CX transformation.
8×8 reported that AI-based customer experience solutions, led by organisations increasingly adopting 8×8’s Intelligent Customer Assistant to provide customer self-service, grew 84% year-over-year as of the third quarter of fiscal year 2025 ending 31 December 2024.
“Organizations are increasingly recognizing that long-term growth hinges on repeat customers, and the key to earning that loyalty is exceptional customer satisfaction. Businesses that prioritize seamless operations and outstanding service aren’t just meeting expectations—they’re creating the conditions for customers to return, advocate, and drive sustainable success,” said Samuel Wilson, Chief Executive Officer at 8×8, Inc. “The 8×8 Platform for CX is proving essential for organizations as they embrace AI to simplify complexity and fuel sustainable growth—empowering CX and IT leaders to transform fragmented interactions into seamless, impactful experiences that exceed customer expectations.”
Highlights as of 31 December 2024, the end of 8×8’s Q3 of its financial year ending 31 March 2025 included:
- AI-based customer experience solutions grew 84% year-over-year, and was led by the strong adoption of 8×8 Intelligent Customer Assistant for digital and voice self-service, which increased nearly 130% year-over-year and over 12% quarter-over-quarter.
- The volume of 8×8 Intelligent Customer Assistant AI interactions grew more than 370% year-over-year and 40% quarter-over-quarter.
- More customers deploying the 8×8 Intelligent Customer Assistant for Voice solution attributed to a 160% jump in Voice AI interactions quarter-over-quarter and represented more than 58% of all AI interactions in FY25 Q3.
Highlighted 8×8 customer wins for the same period included:
- The Australian financial services subsidiary of a global automobile manufacturer chose 8×8 Contact Center and 8×8 Work with Quality Management, Speech Analytics and Workforce Management to support nearly 500 employees, including 275 contact center agents. The decision to move from a legacy on-premises system to the 8×8 cloud platform was due to 8×8’s intuitive and logical solution, modern user interface and comprehensive AI-powered reporting and analytics to provide the company with flexibility for future needs.
- After the successful deployment of 8×8 Work across 1,700 stores and over 20,000 employees, one of the largest specialty retailers in North America added 8×8 Contact Center with Workforce Management to support more than 200 contact center agents. Key factors in the migration to 8×8 Platform for CX were omnichannel capabilities, robust analytics and deep integration with workforce management tools to deliver flexibility, real-time insights, and improved agent productivity.
- A leading business travel management provider in the UK selected 8×8 Contact Center and 8×8 Work to support more than 470 contact center agents. With two subsidiaries already using 8×8, the company chose the 8×8 Platform for CX for its high quality service and the 99.999% uptime SLA for exceptional reliability and minimized downtimes.
- A Canadian insurance and benefits consulting provider with over 700 employees and 21 branches across Canada, chose 8×8 Contact Center and 8×8 Work with 8×8 Engage and Quality Management & Speech Analytics to support CX across the organization. The company wanted to move to a single cloud platform that offers a high quality of service, flexibility and potential upgrade capabilities together with French language support to meet compliance requirements.
- A global flooring solutions manufacturer with 12,000 employees and over 60 locations serving customers in over 100 countries selected 8×8 Contact Center and 8×8 Work to migrate from a legacy on-premises system to a unified cloud platform that will support over 2,000 employees and contact center agents.
Recent 8×8 CX Cloud Platform AI-powered innovations released in Q3, that optimised key customer touchpoint included:
- Effortless Secure Payments – Anywhere, Anytime – Expanded 8×8 Secure Pay to enable secure and compliant payments across voice, touch-tone, SMS and email, through a fully automated customer experience via interactive voice response (IVR), or with an agent’s assistance.
- Secure, AI-powered payments through 8×8 Intelligent Customer Assistant: Organisations can now enable 8×8 Secure Pay to allow customers to pay through 8×8 Intelligent Customer Assistant for a fully automated path to process payments, no agent required, by either speaking payment details or entering the information via the phone’s keypad. This new functionality enables customers to make payments quickly and securely, while increasing payment capture for businesses by allowing 24/7 payment.
- Voice Intelligent Directory for 8×8 Intelligent Customer Assistant: 8×8 Intelligent Customer Assistant now delivers a faster, natural sounding service with the newly introduced Voice Intelligent Directory. Callers simply speak their request and the AI matches it to a comprehensive directory, ensuring seamless connections in seconds for improved CX through integration with 8×8 Contact Center and 8×8 Work.
- Faster Customer Support – 8×8 Knowledge Base Shortcuts help agents quickly access and share relevant information, improving response times.
- Enhanced Interaction Retrieval Widget for Proactive Monitoring: The Interaction Retrieval widget in 8×8 Supervisor Workspace empowers supervisors to quickly locate all contact center interactions, including voice calls, digital messages, transcriptions from 8×8 Speech Analytics, and voicemails. With enhanced functionality, supervisors can now download multiple interactions in bulk and effortlessly retrieve archived interactions, saving valuable time.
- Mobile Device Management Support for Retail: Mobile Device Management (MDM) support and streamlined, credential-free authentication for shared devices for retail operations. This new, configurable user experience ensures secure and effortless access, tailored specifically for retail scenarios with retail staff in shared-device environments, such as stores with multiple departments or locations.