8x8 Drives CX Innovation, Boosts Contact Center Growth

8x8, Inc., a leading business communications, CX and CPaaS platform provider, announced considerable momentum for its Customer Experience (CX) AI-powered platform transformation that is driving year-over-year contact center momentum. Spearheading the transformation are a series of initiatives focused on recognizing visionary CX leaders as well as helping organizations to deliver exceptional customer experiences, including:

• 8x8 developed in partnership with Hot Topics the industry's first Global CX 100 Awards to honor CX pioneers that are pushing the boundaries of customer-centric leadership across the C-suite. The Global CX 100 Leaders, selected by an independent panel of judges, was revealed on August 19, 2024, and recognized the top 100 CX champions for their strategic innovation, visionary leadership and business accomplishments. The awards will culminate at The Studio USA at the Country Music Hall of Fame in Nashville, TN on October 28-30, 2024, and The Studio UK at the BAFTA in London on December 4, 2024.
• 8x8 launched the 8x8 CX Tour, a seven-city roadshow starting in North America and extending to Europe. The tour showcases CX best practices and customer successes using the latest 8x8 Contact Center and AI-powered innovations. These advancements are enabling small to midsize enterprises to drive cross-organizational customer engagement and achieve strong business outcomes.

“Our continuing drive to transform 8x8’s business and pace of innovation around all things CX has accelerated over the past year as we’ve made tremendous strides,” said Samuel Wilson, Chief Executive Officer at 8x8, Inc. “As we help organizations exceed expectations and deliver business success, we are seeing increased customer adoption of our contact center. Underscoring 8x8’s CX transformation, we are continuing to grow 8x8’s multi-product CX cloud platform and enhance it with new capabilities.”

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8x8's CX transformation momentum is being fueled in part by organizations looking to adopt AI-powered, integrated CCaaS, UCaaS, and CPaaS platform solutions to enhance their customers' journey from anywhere within their business. Business highlights as of June 30, 2024 include:

• The total number of 8x8 Contact Center customers grew more than 9% with contact center agent seats up 8% year-over-year.
• Significant traction with mid-sized enterprises with 250 or more contact center agent seats resulted in 35% year-over-year growth in this segment.
• Sales of new 8x8 CX products were up 40% year-over-year. Existing 8x8 Contact Center customers enhancing deployments with additional CX products grew nearly 10%.
• The number of customers using the AI-powered 8x8 Intelligent Customer Assistant has increased more than 200% year-over-year with the associated volume of digital and voice self-service interactions growing more than 200% for the quarter on a year-over-year basis and 48% quarter-over-quarter.
• Organizations using 8x8 Contact Center for digital-first agents grew 8% with the volume of customer digital interactions orchestrated on the 8x8 platform up 14% year-over-year. Agents elevating customer interactions to video directly within the 8x8 Agent Workspace increased 150% quarter-over-quarter.
• Monthly 8x8 CPaaS digital interactions increased 25% in the past six months, allowing 8x8 CPaaS customers to engage with more than 100 million consumers around the globe.

AI-Powered Innovation for Cross-Organizational Customer Engagement

Recent 8x8 CX Cloud Platform AI-powered innovations supporting customer engagement across the organization and highlighted at the 8x8 CX Tour include:

• A more powerful large language model (LLM) engine improves transcription accuracy and expands language support, at no additional cost to customers. All interaction analytics services have been seamlessly updated to the latest model.
• AI-based interaction summaries can be seamlessly integrated into an organization’s CRM of choice, such as Salesforce and Zoho. Contact center agents on active calls can easily access summarizations of previous interactions through 8x8 Agent Workspace, providing more context about the customer to deliver a more personalized experience.
• New capability allows organizations to "bring-their-own" AI (LLM) to 8x8 Contact Center. Businesses can leverage an existing AI provider for summarizations allowing supervisors to gain quick access to interaction summaries from third-party AI solutions within Supervisor Workspace for valuable insights.
• 8x8 Intelligent Customer Assistant Support for Voice is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service experiences. 8x8 Intelligent Customer Assistant now supports human-like voice as well as digital interactions across multiple regions and languages to deliver automation and personalized experiences at scale.

SOURCE: Businesswire