8×8, Inc., recognized as a global provider of integrated business communication technologies, has introduced a major update to its contact center suite by including Workforce Management as a core feature in every 8×8 Contact Center package. This enhancement gives organizations the ability to manage staffing needs across voice and digital customer interactions without paying anything extra. The rollout will begin in mid November, and 8×8 says companies will be able to deploy the new capability quickly, without requiring complex IT support or extended onboarding.
The company aims to solve a longstanding challenge for customer experience teams that have relied on multiple tools and manual spreadsheets to determine scheduling and track employee availability. With digital communication channels expanding rapidly, the pressure to accurately forecast and staff has continued to increase. 8×8 is positioning its native Workforce Management solution as a simpler way for supervisors to plan ahead and respond in real time to fluctuating service demands.
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According to the company, the approach enhances visibility not only for management but for agents as well. Employees can now review their schedules, handle shift adjustments, and update their availability through a built in interface, which helps reduce administrative delays and improves morale. Supervisors gain live insight into agent adherence and overall staffing status, reinforcing service continuity even during spikes in customer engagement.
Industry analyst Sheila McGee Smith highlighted the move as a significant advantage for small and mid sized organizations. She explained that “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.” She added that “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.”
Hunter Middleton, Chief Product Officer at 8×8, reinforced the company’s mission to make Workforce Management more accessible. He stated that “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. 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.”
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8×8 notes that organizations are not locked into one approach as they evolve, offering simple upgrades into more advanced workforce capabilities or the option to integrate preferred partner tools. The Workforce Management feature is part of the broader 8×8 Platform for CX, which brings together contact center functionality, unified communications, and communication APIs infused with AI to help enterprises respond quickly and scale confidently.
As customer experience expectations continue to rise, 8×8 believes that embedding intelligence and automation directly into the platform will help companies deliver better results without expanding their budgets. The new Workforce Management feature is expected to become available to customers beginning mid November, supporting global teams with more efficient planning across every interaction channel.
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