New releases keep call records in the CRM, put a customer’s full history in one view, and let teams build an AI agent once and deploy it across many channels
Customers move between channels, and the best conversations start with context. 8×8, Inc. , a leading global business communications platform provider, has released updates to the 8×8 Platform for CX built around one idea: a customer should never have to explain themselves twice, whether they reach a person or an AI agent. The 8×8 Platform for CX turns every conversation into governed contextual memory, giving human and AI agents the context they need to pick up where the last conversation ended. Teams spend less time hunting for information and resolve issues faster. Customers enjoy a more connected experience without having to repeat themselves.
“Customers expect whoever picks up, including an AI agent, to already know what came before,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “These updates make that the default, so when a customer reaches someone, the history is already in front of them. Customers now expect that continuity from every interaction.”
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Context is the thread that runs through the 8×8 Platform for CX. 8×8’s platform already has built-in contextual memory, allowing information from one interaction to inform the next across applications, channels, human agents, and AI. Others are still adding context one application at a time.
Here is what’s new across the 8×8 Platform for CX:
Agents do their best work when a conversation starts with context. 8×8 Agent Workspace now includes Customer 360, which keeps every agent interaction in context. Drawing on the platform’s governed contextual memory, Customer 360 puts a customer’s full interaction history in one view, with AI sentiment and topic insights added where speech analytics is in place. Agents stop hunting across tabs, and customers get faster resolutions.
Build an agent once and run it everywhere customers reach out. 8×8 AI Studio agents run across voice, SMS, WhatsApp, 8×8 Work, and web, built once with no rebuilding per channel. Returning callers are recognized instantly, so no one has to repeat themselves. In 8×8 Contact Center, the same AI works side by side with human agents, surfacing answers and logging notes in real time.
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Every voice interaction lands on one timeline. 8×8 JourneyIQ, now on the 8×8 App Store, draws on the same memory layer to show every voice interaction across 8×8 Engage, 8×8 Work, 8×8 Contact Center, and 8×8 AI Studio in one place, so teams see what came before and where calls transfer, stall, or drop. A visual path map makes each transfer easy to spot.
Salesforce workflows keep running as Open CTI winds down. As Salesforce phases out Open CTI, the 8×8 for Salesforce Chrome Extension keeps screen pop, interaction logging, and automated record creation working across voice and other channels, with no extra license, so the context from every call keeps reaching the CRM.
Customers trust a number they recognize. Call as Company lets 8×8 Engage users place calls that show the company number instead of an individual work number. Administrators control the number each user shows, so caller ID stays consistent.
Branded, verified messages stand out in the inbox in Singapore. 8×8 offers RCS Business Messaging in Singapore through Singtel, allowing businesses to send verified messages with images, video, carousels, and action buttons, with configurable SMS fallback for unsupported devices.
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