Enterprises across sectors are accelerating investments in artificial intelligence to enhance responsiveness, simplify engagement, and modernize customer journeys. In Q3 FY26, 8×8 reported strong growth in adoption of its AI-enabled customer experience platform, as organizations increasingly moved from isolated AI experiments to enterprise-wide deployment.
According to Hunter Middleton, Chief Product Officer at 8×8, customers are no longer seeking automation for efficiency alone. Instead, they want AI that delivers measurable outcomes through real-time intelligence and unified omnichannel capabilities—without adding operational complexity.
AI Adoption Surges Across Customer Engagement Channels
Adoption and usage of 8×8 Intelligent Customer Assistant solutions expanded rapidly during the quarter:
- Contracts for digital and voice self-service, along with AI auto-attendants, rose 70% year-over-year and 20% quarter-over-quarter.
- Total AI interactions across digital, voice, and auto-attendant channels increased nearly 110% year-over-year.
- Voice AI interactions grew 212% year-over-year, accounting for more than 86% of AI activity in Q3 FY26.
Communications APIs Powering Omnichannel Scale
Organizations also leaned heavily on messaging and voice APIs to enable seamless engagement across platforms:
- Messaging API interactions across channels such as WhatsApp, RCS, Viber, Zalo, and LINE rose 269% year-over-year and 56% quarter-over-quarter.
- Voice API usage nearly tripled year-over-year and increased 39% sequentially.
Recognition and Customer Expansion
As of January 1, 2026, 8×8 holds an overall rating of 4.8/5 across UCaaS and CCaaS categories based on user feedback on Gartner Peer Insights.
New enterprise customers from industries including tax advisory, healthcare, veterinary services, early education, utilities, and global professional services adopted various combinations of 8×8 Work, Contact Center, Engage, Proactive Outreach, and Professional Services to consolidate vendors, improve integrations, and align CX strategies with long-term digital roadmaps.
CX-Focused Product Innovations in Q3 FY26
8×8 introduced several enhancements designed to improve both agent productivity and employee experience:
- Retail Nationwide Solution for frontline retail operations with centralized device management and shared handheld support.
- Customer 360 within the Agent Workspace, giving agents unified visibility into interaction history, sentiment insights, and customer profiles.
- Advanced meeting controls in 8×8 Work for large virtual events and town halls.
- WCAG-compliant Site Map for faster, more inclusive navigation.
- Self-service ring group management with real-time analytics.
- Live user status reporting for improved workforce planning.
- Native SIP integration for Mitel phones, simplifying cloud migration while preserving hardware investments.
- ISO/IEC 27018 certification, strengthening privacy controls and compliance readiness across the platform.
A Unified Platform for CX and Communications
The 8×8 Platform for CX integrates contact center, unified communications, and communication APIs into a single ecosystem. This allows CX and IT leaders to leverage AI-driven insights, streamline operations, and deliver consistent experiences to customers and employees worldwide.
