Customers move between channels, and the best conversations start with context. 8×8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, has released updates to the 8×8 Platform for CX built around one idea: a customer should never have to explain themselves twice, whether they reach a person or an AI agent. The 8×8 Platform for CX turns every conversation into governed contextual memory, giving human and AI agents the context they need to pick up where the last conversation ended. Teams spend less time hunting for information and resolve issues faster. Customers enjoy a more connected experience without having to repeat themselves.
“Customers expect whoever picks up, including an AI agent, to already know what came before,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “These updates make that the default, so when a customer reaches someone, the history is already in front of them. Customers now expect that continuity from every interaction.”
Context is the thread that runs through the 8×8 Platform for CX. 8×8’s platform already has built-in contextual memory, allowing information from one interaction to inform the next across applications, channels, human agents, and AI. Others are still adding context one application at a time.
Here is what’s new across the 8×8 Platform for CX:
Agents do their best work when a conversation starts with context. 8×8 Agent Workspace now includes Customer 360, which keeps every agent interaction in context. Drawing on the platform’s governed contextual memory, Customer 360 puts a customer’s full interaction history in one view, with AI sentiment and topic insights added where speech analytics is in place. Agents stop hunting across tabs, and customers get faster resolutions.
Build an agent once and run it everywhere customers reach out. 8×8 AI Studio agents run across voice, SMS, WhatsApp, 8×8 Work, and web, built once with no rebuilding per channel. Returning callers are recognized instantly, so no one has to repeat themselves. In 8×8 Contact Center, the same AI works side by side with human agents, surfacing answers and logging notes in real time.
Every voice interaction lands on one timeline. 8×8 JourneyIQ, now on the 8×8 App Store, draws on the same memory layer to show every voice interaction across 8×8 Engage, 8×8 Work, 8×8 Contact Center, and 8×8 AI Studio in one place, so teams see what came before and where calls transfer, stall, or drop. A visual path map makes each transfer easy to spot.
Salesforce workflows keep running as Open CTI winds down. As Salesforce phases out Open CTI, the 8×8 for Salesforce Chrome Extension keeps screen pop, interaction logging, and automated record creation working across voice and other channels, with no extra license, so the context from every call keeps reaching the CRM.
Customers trust a number they recognize. Call as Company lets 8×8 Engage users place calls that show the company number instead of an individual work number. Administrators control the number each user shows, so caller ID stays consistent.
Branded, verified messages stand out in the inbox in Singapore. 8×8 offers RCS Business Messaging in Singapore through Singtel, allowing businesses to send verified messages with images, video, carousels, and action buttons, with configurable SMS fallback for unsupported devices.
One platform. Every conversation.
These updates carry context across more of the teams that talk to customers.
For a full breakdown of recent updates, visit 8×8.com/products/release-highlights.
8×8, Inc. is committed to the responsible use of artificial intelligence and the protection of customer data. The 8×8 Platform for CX is developed and operated in accordance with established security standards, applicable compliance frameworks, and internal governance policies, including privacy-by-design principles that safeguard personal data on the 8×8 platform. Full details are available at trust.8×8.com.
About 8×8, Inc.
8×8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on one of the industry’s most integrated platforms for Customer Experience – combining Contact Center, Unified Communications, and CPaaS solutions. The 8×8® Platform for CX integrates AI to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. As a business communications leader, the company helps customer experience and IT leaders around the world become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8×8.com, or follow 8×8 on LinkedIn, X, and Facebook.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These statements include, but are not limited to, statements regarding the expected availability and functionality of certain 8×8 products and services, including certain features incorporating AI. Forward-looking statements involve risks and uncertainties that may cause actual results to differ materially from those expressed or implied, including 8×8’s ability to provide access to its products and services as well as support the promised functionality. For a more complete description of these and other risk factors, please refer to 8×8’s filings with the Securities and Exchange Commission. 8×8 undertakes no obligation to update these statements to reflect events occurring after the date of this press release, except as required by law.
Copyright 2026 8×8, Inc. 8×8 and associated brand assets are trademarks of 8×8, Inc. All rights reserved.
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