As customer expectations for instant, frictionless support continue to rise, 8×8 has introduced a series of AI powered and omnichannel enhancements designed to help enterprises deliver faster resolutions and more personalized engagement. The company, a global provider of business communications technology, says the updates strengthen both customer and employee experiences by simplifying frontline workflows and enabling more responsive interaction across channels. With omnichannel enhancements becoming essential to modern service environments, the expanded capabilities reflect broader industry demand for intelligent, unified customer experience solutions.
Hunter Middleton, Chief Product Officer at 8×8, noted that frontline teams are only as strong as the tools supporting them. “Today’s experiences are only as strong as the teams on the front lines and empowered by the right tools,” he said. “We are helping our customers deliver speed, clarity, and personalization in every interaction, whether that is resolving issues on the first touch, following up with confidence, or staying secure in complex environments like retail, healthcare, and manufacturing, to name a few.” His remarks underscore a continued shift toward AI assisted efficiency in traditionally manual workflows.
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Among the biggest improvements is the introduction of real time AI voice summaries in 8×8 Contact Center. Instead of taking extensive notes, agents can now rely on automated summaries that capture and log conversation details into 8×8 or external CRM systems. This reduces after call work and gives agents more time to focus directly on customer issues. The platform also introduces expanded email management, allowing agents to proactively select and manage incoming messages to reduce wait times and improve first contact resolution.
8×8 Engage now supports additional messaging channels, including Viber, extending its reach across high engagement touchpoints alongside SMS, WhatsApp, RCS, Facebook Messenger, voice, and video. This gives customers more choice in how they communicate, reinforcing a key advantage of strong omnichannel enhancements. For brands focused on marketing and storytelling, new WhatsApp carousel templates within 8×8 Connect make it easier to present products visually, increasing the likelihood of conversion while optimizing campaign spend.
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Operational efficiency also benefits from new updates. Post call transcription powered by AI is now built directly into 8×8 Work, enabling faster follow ups without manual review. For industries with strict compliance requirements, such as retail environments where devices are shared, the platform adds stronger role based access controls, secure logouts, and centralized management to maintain data integrity and employee accountability.
Together, these updates reinforce 8×8’s vision for a unified, AI supported CX architecture that brings contact center operations, communications, and APIs under one platform. For enterprises operating at scale, the enhancements provide a foundation that boosts service quality, supports global teams, and ensures customers receive timely, personalized support across every interaction.
As omnichannel enhancements take on a more strategic role in customer experience, 8×8’s latest release positions the company as a key enabler of efficient, data driven engagement at a time when speed and consistency matter more than ever.
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