Who says the contact heart area is transferring slowly? In early April, I attended 8X8’s Analyst Summit 2025, the place firm leaders outlined their imaginative and prescient for reworking buyer expertise (CX) by an built-in, AI-enabled ecosystem. There was a lot content material about latest and upcoming traits that I wanted to take a while to research the discussions earlier than sharing this now long-overdue recap of the occasion.
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Usually recognized for its unified communications as a service (UCaaS) and speak to heart as a service (CCaS) options, 8×8 is more and more specializing in its function as a multi-product communications intelligence platform — one designed to ship significant enterprise outcomes, not simply digital transactions.
That evolution displays a broader market pattern: the normal boundaries between UCaaS and CCaaS are fading. Patrons not need disconnected platforms. They need seamless, AI-enhanced, outcome-oriented ecosystems.
On the occasion, 8X8 CEO Sam Wilson and CMO Bruno Bertini emphasised that the way forward for CX lies in an built-in platform, supported by curated partnerships designed to handle distinctive wants, intuitive consumer experiences, and a unified knowledge structure. Among the necessary and helpful insights reported by firm management on the occasion have been that, over the previous yr:
- AI-powered CX utilization grew by 84%
- Voice AI interactions rose by 160%
- Self-service volumes elevated by 130%
- SMS-based interactions climbed 41%
Woven throughout every of those use instances was rising use of AI capabilities. Up to now, firm leaders shared the identical perspective a number of instances: “AI just isn’t the product; the expertise it powers is.” To ship outcomes at scale, AI should not be one other bolt-on functionality however ought to moderately be embedded holistically throughout platforms to reinforce decision-making, routing, self-service, and agent help.
The corporate talked about that its instruments, comparable to Journey IQ and the AI Orchestrator, ship predictive insights and allow seamless transitions between bots, brokers, and channels. As extra enterprise leaders flip to check and deploy agentic AI capabilities, fluid use of AI brokers and orchestrating the usage of a number of brokers, whereas making certain seamless transition to and from people, is essential.
Partnerships stay key to the corporate’s CX- and AI-centric strategy. 8×8’s ecosystem now consists of strategic integrations with NICE, Verint, Calabrio, Cognigy, Meltwater, Regal.ai, and others. These companions span a big selection of areas, together with CRM, social listening, funds, compliance, and vertical-specific use instances. With accomplice integrations, 8X8 goals to enchantment to enterprise patrons managing complicated working environments and tech stacks, and who’re more and more challenged with stitching level options.
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After all, not each growth within the AI area is in agentic AI. Worker steering (copilot-like capabilities) continues to show helpful. On that time, the corporate emphasised its partnership with Verint for information administration, designed to empower brokers with contextual (AI-enabled) steering.
Lastly, there’s (lastly) elevated recognition throughout enterprise leaders that the again workplace is a important a part of the CX worth chain alongside customer-facing departments, comparable to service, gross sales, and advertising. Conversations on the 8X8 Analyst Summit mirrored the pattern, with firm leaders and analysts spending appreciable time discussing how profitable CX isn’t just in regards to the contact heart or advertising and gross sales, however moderately the entire enterprise working cohesively to ship constant, personalised, and clever experiences.
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