8×8, Inc., a leading global business communications platform provider, is experiencing strong momentum in platform-wide adoption of intelligent automation and API-driven communications. In Q3 of fiscal 2026, organizations chose the 8×8 Platform for CX to unify their customer journeys, reduce service friction, and operationalize AI at scale.
“We’re seeing AI evolve from pilot to platform,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Customers are deploying AI-powered solutions across their organizations. They want AI that improves outcomes, not just automation for its own sake. With 8×8, they get real-time intelligence and omnichannel reach in one seamless system, so they can meet rising expectations without adding complexity.”
AI-Powered Growth
Demand for AI-driven customer experience tools continued to accelerate in Q3 FY26, with significant growth in both adoption and usage across 8×8 Intelligent Customer Assistant solutions:
- Customer contracts for 8×8 Intelligent Customer Assistant for digital and voice self-service and AI auto attendants increased 70% year-over-year and 20% quarter-over-quarter, helping to drive the overall growth in AI-based customer experience solutions.
- 8×8 Intelligent Customer Assistant digital, voice and auto attendant AI interactions grew nearly 110% year-over-year.
- Voice AI interactions increased 212% year-over-year, representing more than 86% of all AI interactions in FY26 Q3.
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CX-Driven Innovations in Q3 FY26
Recent product innovations reflect 8×8’s continued focus on delivering innovations that feature CX-driven, user-centric enhancements that streamline operations and elevate customer and employee experiences:
- 8×8 Retail Nationwide, Purpose-Built for Frontline Retail: Integrated with MDM for secure, large-scale device management, 8×8 Retail Nationwide supports shared handhelds for fast onboarding, and enables centralized remote configuration and control across connected stores, HQ, and warehouses. It expands the company’s retail portfolio alongside 8×8 Social Connect, 8×8 Aftersale Assist, and 8×8 Sales Assist.
- Customer 360 Enhances Agent Productivity and CX: Customer 360 transforms 8×8 Agent Workspace into a unified customer intelligence hub. Agents gain immediate access to interaction history, profile details, and AI-driven insights like sentiment and topic detection, enabling faster, more informed service without switching tools.
- Scalable, Controlled Large-Scale Meetings on 8×8 Work: New meeting controls in 8×8 Work support large virtual events, allowing presenters to manage speakers and promote attendees in real time, ideal for town halls and webinars.
- Accessible, Streamlined Navigation in 8×8 Work: The new WCAG-compliant Site Map ensures inclusive, one-click access to all features, helping users quickly find tools and navigate the platform efficiently.
- Smarter Ring Group Availability in 8×8 Work: Self-service ring group management gives users more control over interruptions, while real-time analytics help teams optimize coverage and improve responsiveness.
- Real-Time User Status Reporting: The new User Status report in 8×8 Work delivers live availability data, helping managers make informed staffing decisions and adapt to changing demand.
- Native Mitel Support Simplifies Cloud Migration: Native SIP support for Mitel desk phones, helping enterprises preserve hardware, cut costs, and speed cloud adoption. This integration delivers high-quality voice, faster deployment, and seamless access to the 8×8 Platform for CX, ideal for hybrid and regulated environments.
- New Privacy Standard Enhances Cloud Trust: The adoption of ISO/IEC 27018 strengthens personal data protection across the 8×8 Platform for CX. This new certification helps customers reduce compliance risk, accelerate vendor approvals, and trust that privacy is built into every part of their communications.
The 8×8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
SOURCE: BusinessWire
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