8x8 on CX Today
114 stories · 23 in 2026 · 1 in the last 90 days · 11 sponsored
CX Today coverage mentioning 8x8, newest first. Sponsored work is identified clearly on each story.
8x8 CPaaS: The Multichannel Campaign Management Gap Retailers Can’t Afford to Ignore
8x8 CPaaS is giving retailers an impressive way to reduce abandoned carts, and improve customer experience across channels.
Rebekah Carter · 11 min read · 18 Aug 2026
From Generic Bots to Prebuilt Agents: How CX’s Build vs Buy Debate is Changing
CX leaders are rethinking whether to build vs buy AI agents as platforms mature, compliance risks grow and vendors launch pre-built agents.
Nicole Willing · 7 min read · 26 Jun 2026
8x8 Targets a Costly Routing Problem in CX
8x8 AI Routing aims to cut transfers and routing admin by matching customers with the best available expert across the business.
Rob Wilkinson · 4 min read · 25 Jun 2026
8x8 Expands WEM Push With AI Quality
8x8 is using nearly 3x WFM growth and new AI quality tools to push an integrated WEM strategy inside its CX platform.
Rob Wilkinson · 5 min read · 19 Jun 2026
The Death of the Standalone WFM Tool?
The standalone WFM model is under pressure. Here's what 8x8's pricing move signals for the WEM landscape.
Thomas Walker · 5 min read · 16 Jun 2026
8x8 Launches Resolve to Reach the 70% of Workers Enterprise Tools Ignore
8x8's new Resolve platform delivers multi-channel critical alerts to frontline workers via SMS, WhatsApp, and voice.
Rhys Fisher · 3 min read · 4 Jun 2026
Big CX News from Zendesk, Qualtrics, 8x8 & Sprinklr
The latest news and insights from the world of CX and customer service, including Zendesk, Qualtrics, 8x8 & Sprinklr
Rhys Fisher · 3 min read · 22 May 2026
Is AI Breaking Down the Walls Between CC and UC? 8x8 Thinks So
8x8 CEO Samuel Wilson says the walls between CCaaS and UCaaS are coming down. With Engage interactions up 300% YoY, is this proof?
Rhys Fisher · 3 min read · 20 May 2026
8x8 Updates CX Platform to Tackle the Bottlenecks Stalling AI Deployments
8x8 updates its CX platform to limit AI deployment bottlenecks with faster native agent builds and expanded CRM integrations.
Nicole Willing · 4 min read · 6 May 2026
Build or Buy AI Agents? CX Leaders Face a Call, Says 8x8
Dhwani Soni, Global VP at 8x8, breaks down why enterprises are choosing custom-built AI agents over off-the-shelf bots in CX.
Nicole Willing · 2 min read · 4 May 2026
Why 8x8 Is Betting on Synthflow to Modernize Enterprise Voice AI
Synthflow AI and 8x8 have formed a strategic partnership to bring agentic AI agents to enterprise contact centers.
Rhys Fisher · 4 min read · 21 Apr 2026
Big CX News from Cisco, Salesforce, HubSpot & 8x8
Big CX News from the biggest CX and customer service brands in the world, including: Cisco, Salesforce, HubSpot & 8x8
Rhys Fisher · 4 min read · 17 Apr 2026
Avaya's 200-Seat Rule Accelerated the Migration Race. Who's Ahead?
Avaya and Mitel customers are shopping around. Genesys, Cisco, NICE, RingCentral, and 8x8 are competing for the same displaced customer base
Rhys Fisher · 5 min read · 15 Apr 2026
8x8 Launches AI Studio, Lets Any CX Team Build Their Own AI Agents
8x8 AI Studio lets contact centers build, test, and deploy AI agents natively — no developers, no separate vendor, no prolonged integration.
Rhys Fisher · 3 min read · 14 Apr 2026
The FCC's Offshore Call Center Crackdown Could Be the Shock That Fixes a Broken Industry
FCC offshore call center regulation could reshape enterprise CX, compliance, and AI adoption, says ZK Research’s Zeus Keravala.
Rhys Fisher · 1 min read · 9 Apr 2026
The FCC Just Made Offshore Call Centers a Boardroom Problem
The FCC's proposed offshore call center rules connect data security, customer experience, and national security in one sweeping proposal.
Rhys Fisher · 8 min read · 9 Apr 2026
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 11 min read · 3 Apr 2026
Enterprise Connect 2026: Five Significant CX Announcements You May Have Missed
From Dialpad AI governance tools to Infobip AgentOS, explore the CX announcements you may have missed at Enterprise Connect 2026.
Francesca Roche · 7 min read · 17 Mar 2026
The Unification Trap: When One CX Stack Creates More Chaos
CX Today explores why stack unification is so difficult – stack sprawl, silos, identity gaps, and AI exposing integration seams.
Francesca Roche · 12 min read · 10 Mar 2026
8x8 Brings Real-Time AI Guidance Directly into the Agent Workspace
8x8 Smart Assist embeds real-time AI guidance, next-best actions, and automated summaries directly into the agent workflow to cut handle times and reduce onboarding.
Rhys Fisher · 4 min read · 20 Feb 2026
How Contact Center Vendors Differ on Cloud, AI and Architecture
Understanding today’s contact center vendors takes more than comparing features. Instead, the modern CCaaS market is shaped by very different approaches to c...
Alex Cole · 6 min read · 15 Feb 2026
Inside 8x8’s Q3: Usage-Based CX Revenue Starts To Carry The Load
8x8’s Q3 2026 earnings reveal rapid growth in usage-based CPaaS, digital, and AI revenue, offsetting Fuze churn and signaling the future of CX pricing
Rob Wilkinson · 7 min read · 5 Feb 2026
8x8 Expands APAC Customer Engagement with Maven Lab Deal
8x8 acquires Singapore-based Maven Lab to strengthen APAC messaging, automation, and orchestrated customer engagement strategies.
Rhys Fisher · 5 min read · 7 Jan 2026
From AI Hype to Honest Advice: Why 8x8 Says the Next Phase of CX in 2026 Is About Outcomes
Learn how customer experience in 2026 will shift as leaders ask what problems they need AI to solve effectively.
Nicole Willing · 7 min read · 15 Dec 2025
8x8 Enhances Security and Privacy Portfolio For Secure Customer Data Handling
Discover how 8x8 enhances security portfolio with new privacy standards. Customer data protection is now a top priority.
Francesca Roche · 3 min read · 27 Nov 2025
8x8 Expands Contact Center Platform with Integrated WFM and Native Mitel Phone Support
8x8 enhances its contact center capabilities with workforce management and Mitel SIP phone support, simplifying staffing for SMEs.
Nicole Willing · 3 min read · 4 Nov 2025
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
So far, the momentum is largely in the hands of a small group of dominant vendors: Genesys, NICE, AWS, Five9, and Talkdesk
Daniel Flatt · 4 min read · 30 Sept 2025
The CX Awards 2025 Winners Announcement
Agentic AI, technology convergence, new pricing models… many trends are sweeping across the customer experience space. The most visionary vendors understand ...
Charlie Mitchell · 7 min read · 10 Jul 2025
The 8x8 Analyst Summit 2025: 5 Top Takeaways
Earlier this month, 8x8 held its analyst summit at St. Mary’s Stadium, the home of the Southampton Football Club. The venue proved a smart choice. After all,...
Zeus Kerravala · 5 min read · 17 Apr 2025
AI in CX: Balancing Innovation, Regulation, and Human Touch
WATCH THE YOUTUBE VIDEO Joel Neeb, Chief Transformation and Business Operations Officer at 8x8, shares valuable insights on the evolving relationship between...
Susie Harrison · 1 min read · 14 Apr 2025
The Forrester Wave for CCaaS Platforms 2025: Top Takeaways
CCaaS (Contact Center as a Service) is a cloud-based model for delivering contact center infrastructure and applications. In short, CCaaS platforms help orga...
Rhys Fisher · 5 min read · 11 Apr 2025
Returnuary Is Real - and It's a Retail Nightmare
The 2025 holiday shopping season may be a while away, but for retailers, the real challenge often begins in January - what many now dub "Returnuary." With sh...
Susie Harrison · 4 min read · 10 Apr 2025
8x8 Makes Four Big Moves to Close the Gaps Between CCaaS, UCaaS, & CPaaS
8x8 has released four feature updates to pull together its enterprise communications portfolio. By announcing each as part of one coordinated release, 8x8 ai...
Charlie Mitchell · 5 min read · 2 Apr 2025
20 Customer Experience Events to Attend in 2025
Finding the right customer experience event to attend in a jam-packed event circuit can be challenging. Luckily, CX Today's All-Stars have hand-picked a coll...
Floyd March · 8 min read · 26 Feb 2025
8x8 CEO Rubbishes Talk of AI Eliminating All Call Center Jobs Within 5 Years
Sam Wilson, CEO of 8x8, has poured cold water over the idea that AI will replace all human contact agents. In an interview with Zeus Kerravala , Principal An...
Rhys Fisher · 4 min read · 18 Feb 2025
Green CX: Why It Should Be on Your 2025 Agenda
As 2050 net zero targets loom, many end users within the CX industry are rapidly looking to reduce their scoped emissions. Enter Green CX.
Floyd March · 5 min read · 17 Jan 2025
10 CCaaS Providers to Watch Out for in 2025
Industry researchers often rank CCaaS providers as part of annual market evaluations. This is not one of those assessments. Alternatively, this article aims ...
Charlie Mitchell · 11 min read · 2 Jan 2025
Redefining Customer Experience in a Digital Age
Expectations in the CX space have never been higher. All employees in customer-facing roles are under pressure from customers and their organizations to achi...
Susie Harrison · 3 min read · 23 Dec 2024
8x8 Reveals New Branding & Reinvigorated CX Focus
8x8 has announced a companywide rebrand as it pivots further towards customer experience and CCaaS. While the fresh logo, colors, and site design first catch...
Rhys Fisher · 4 min read · 25 Nov 2024
Exploring the Next Big Trends in CX
CX Today's Susie Harrison is joined by Jamie Snaddon , Managing Director , EMEA at 8x8 . In this session, we cover: The biggest trend now and where it will t...
Susie Harrison · 1 min read · 13 Nov 2024
8x8 Adds New AI and Customer Engagement Features
8x8 has introduced its latest artificial intelligence and customer engagement features to its cloud CX platform. 8×8 Secures a 20,000+ Seat CCaaS & UCaaS Meg...
James Stephen · 3 min read · 11 Nov 2024
8x8 Secures a 20,000+ Seat CCaaS & UCaaS Megadeal
8x8 has revealed several big Q2 wins, including a 20,000+ seat CCaaS and UCaaS megadeal. Announced during the vendor’s most recent earnings call, 8x8 CEO Sam...
Rhys Fisher · 4 min read · 5 Nov 2024
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown
In its CCaaS Magic Quadrant, Gartner evaluates the ability of nine prominent cloud contact center providers to meet the needs of global enterprises. Until no...
Charlie Mitchell · 10 min read · 29 Oct 2024
8x8 Expands AI-Powered Voice Self-Service Offering
8x8 is integrating its AI-powered voice self-service capability to its 8x8 Intelligent Customer Assistant. 8×8 Finds Its CCaaS Groove in the Midmarket, Sees ...
James Stephen · 3 min read · 23 Oct 2024
CCaaS Platforms: Must-Have Features, Trends, & Providers
CCaaS portfolios are expanding quickly, with providers rushing to offer new workforce engagement management (WEM), journey orchestration, and generative AI (...
Charlie Mitchell · 13 min read · 21 Oct 2024
Unlimited Possibilities for Service Providers in Conversational AI
Cloud-based artificial intelligence was supercharged following the COVID-19 pandemic, as consumers increasingly wanted a self-service option when interacting...
Susie Harrison · 5 min read · 26 Sept 2024
Top Tips: How to Meet Evolving Contact Center Requirements
The last five years has drastically transformed how we communicate and engage - both internally with team members, and externally with customers Employees ar...
Rebekah Carter · 6 min read · 23 Sept 2024
Proactive Outreach: The CX Game-Changer
The need for speed in customer service interactions is transforming the contact center landscape. Not only do 90% of customers now rate an 'immediate’ respon...
Rebekah Carter · 6 min read · 16 Sept 2024
Future Trends: What’s Next for AI in Contact Centers?
The hype around artificial intelligence (AI) in the contact center has been steadily increasing for several years, with many organizations recognizing its po...
Rebekah Carter · 6 min read · 10 Sept 2024
8x8 Finds Its CCaaS Groove in the Midmarket, Sees Deals Spike in the Segment
8x8 has announced a 35 percent year-over-year (YoY) spike in CCaaS deals with midmarket enterprises that have 250 contact center agents or more. Additionally...
Charlie Mitchell · 3 min read · 22 Aug 2024
8x8 Sees "Huge Appetite" for AI & Automation, Introduces Engage (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Chris Angus, VP of Contact Center Engagement, 8x8. The video forms part of our Big CX Updates series, whe...
Charlie Mitchell · 1 min read · 1 Jul 2024
8x8 Brings AI Support to UK Elections
8x8 has introduced ‘Ballot It!’ an AI-powered solution that provides voters in the UK with information about upcoming local and national elections. 8×8 Enjoy...
James Stephen · 3 min read · 7 Jun 2024
Gartner Peer Insights “Voice of the Customer” for CCaaS 2024
Decision-makers often leverage the Gartner Peer Insights platform to scour verified reviews of enterprise technology. Across an 18-month period, ending in No...
Charlie Mitchell · 6 min read · 14 May 2024
8x8 Enjoys CCaaS & CPaaS Growth, But UCaaS Is Proving a "Tough Market"
8x8 has hailed the success of its CCaaS and CPaaS offerings, with the latter experiencing nine percent year-on-year growth. Announced during the company’s Q4...
Rhys Fisher · 4 min read · 10 May 2024
King Power Slashes Operational Costs with 8x8’s SMS API
King Power Corporation has seen a 30 percent reduction in its operational costs following its integration of 8x8’s SMS API into its e-commerce platform. 8×8 ...
James Stephen · 3 min read · 13 Mar 2024
8x8 Releases Engage to Support Customer-Facing Employees
8x8 has launched Engage, an AI-powered solution designed to support and enhance cross-organization customer engagement. Primarily, it does so by empowering s...
Rhys Fisher · 3 min read · 5 Mar 2024
8x8 CEO Declares Revenue Rock Bottom Is Close, Announces New CX Product Line
8x8’s CEO told investors at its Q3 2023 earnings call that its revenue low-point is close before announcing a new customer experience (CX) product line. Samu...
James Stephen · 2 min read · 1 Feb 2024
8x8 Bags Non-Profit Contract
8x8’s XCaaS platform has been deployed by Wayne Metro Community Action to “better serve the community”. Wayne Metro serves around 35,000 low to moderate inco...
James Stephen · 3 min read · 10 Jan 2024
ComputerTalk vs RingCentral vs 8x8: Which Microsoft Teams Contact Center is Best?
Customer expectations surrounding contact centers have evolved in recent years. 75% of customers expect consistent customer service across all channels, with...
Rebekah Carter · 6 min read · 20 Dec 2023
8x8 Bounces Back After “Worst Quarter” for Its Fuze Business
Last quarter, 8x8 suffered a revenue drop of two percent year over year (YoY). Reacting to the news, Samuel Wilson, CEO of 8x8, blamed : "Continued challenge...
Charlie Mitchell · 3 min read · 3 Nov 2023