AI-Powered Compliance, Intelligence and Orchestration Elevate Secure, Scalable CX on the 8x8 Platform

August 21, 2025 at 09:00 AM EDT

New capabilities across the 8x8 Platform for CX strengthen compliance, speed agent performance, and deliver full customer journey visibility.

Meeting customer expectations is no longer enough – businesses today must match rising standards for compliance, security and operational agility. 8x8, Inc. (NASDAQ: EGHT), the industry’s most integrated customer experience (CX) platform provider, is helping organizations raise the bar with new innovations across the 8x8 Platform for CX. The latest enhancements strengthen regulatory compliance, simplify complex operations and deliver deeper performance insights – without increasing overhead.

Spanning 8x8 Contact Center, 8x8 Engage, 8x8 Work, and communication APIs, these updates help enterprises work smarter, respond faster, and deliver secure, personalized experiences that drive loyalty and long-term business growth.

Boost Security and Compliance

8x8 Contact Center integration with MNET CoreAccess+ for Financial Services

The integration with MNET CoreAccess+ connects 8x8 Contact Center directly to systems such as Jack Henry and Fiserv. Bots, IVRs, and agents can access real-time data, authenticate users securely, and deliver contextual service – all purpose-built to meet the high standards of banks and credit unions.

Keyword Filtering to Safeguard SMS Compliance

To help avoid 10DLC violations, outbound SMS from the 8x8 Work App is now screened for restricted terms. Messages are blocked before carrier submission, with user prompts to edit and resend – minimizing compliance risks and protecting deliverability.

Improve Agent Productivity

8x8 Smart Assist + Conversation Intelligence

8x8 Smart Assist, combined with conversation intelligence, analyzes 100% of customer interactions in the contact center – past and present – to deliver real-time AI coaching that helps agents reduce churn, increase conversions, and stay compliant. Built-in sentiment and intent analysis empower leaders to scale coaching and quality assurance without adding headcount.

Smarter Summaries, Now in the Right Language

AI-powered chat summarization now automatically detects the conversation’s language and applies the appropriate linguistic model, delivering clearer, more accurate summaries for multilingual teams.

CRM Integration Profiles

With CRM Integration Profiles, admins can customize workflows across Salesforce, Microsoft Dynamics, Zendesk, NetSuite, and Zoho by team, department, or region – no code, no pro services required. The results are streamlined operations, faster onboarding, and experiences that flex to fit every customer.

Deliver End-to-End Journey Orchestration

JourneyAPI

JourneyAPI lets organizations track every leg of a customer interaction – across transfers, queues, and teams – by pulling related calls into a single API view. It allows business and CX leaders to easily trace the full customer journey, assess service quality, and access unified performance metrics programmatically.

“CX leaders are being asked to do more with less – move faster, stay compliant, and deliver seamless experiences at every touchpoint,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “These new capabilities are built for that reality. From smarter automation to tighter compliance and deeper visibility, we’re helping customers bridge the gap between rising expectations and what teams can deliver – without adding complexity.”

The 8x8 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.

To learn more about 8x8’s recent innovations, visit https://www.8x8.com/products/release-highlights.

Caution Concerning Forward-Looking Statements

This press release contains forward-looking statements relating to new features and enhancements to the 8x8 Platform for CX. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8x8 undertakes no obligation to update any forward-looking statements.

About 8x8 Inc.

8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS solutions. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.