8x8 CX Transformation and Innovation Driving Year-Over-Year Contact Center Momentum
8x8, Inc. (NASDAQ: EGHT) announced significant momentum for its Customer Experience (CX) AI-powered platform transformation, driving year-over-year contact center growth. Key initiatives include:
1. The Global CX 100 Awards, honoring CX pioneers.
2. The 8x8 CX Tour, a seven-city roadshow showcasing CX best practices.
3. AI-powered innovations enhancing the 8x8 CX Cloud Platform.
Business highlights as of June 30, 2024:
- 9% growth in total 8x8 Contact Center customers
- 35% year-over-year growth in mid-sized enterprises segment
- 40% year-over-year increase in new 8x8 CX product sales
- 200% year-over-year growth in customers using 8x8 Intelligent Customer Assistant
- 25% increase in monthly 8x8 CPaaS digital interactions in the past six months
8x8, Inc. (NASDAQ: EGHT) ha annunciato un notevole slancio per la trasformazione della sua piattaforma Customer Experience (CX) basata su intelligenza artificiale, guidando una crescita anno dopo anno nei contact center. Le iniziative principali includono:
1. I Global CX 100 Awards, che onorano i pionieri della CX.
2. Il 8x8 CX Tour, una roadshow di sette città che mostra le migliori pratiche nella CX.
3. Innovazioni basate su AI che migliorano la piattaforma 8x8 CX Cloud.
Risultati aziendali al 30 giugno 2024:
- Crescita del 9% nel totale dei clienti del Contact Center 8x8
- Crescita del 35% anno su anno nel segmento delle medie imprese
- Aumento del 40% anno su anno nelle vendite dei nuovi prodotti CX di 8x8
- Crescita del 200% anno su anno dei clienti che utilizzano l'8x8 Intelligent Customer Assistant
- Aumento del 25% nelle interazioni digitali mensili CPaaS di 8x8 negli ultimi sei mesi
8x8, Inc. (NASDAQ: EGHT) anunció un impulso significativo en la transformación de su plataforma de Customer Experience (CX) potencia por inteligencia artificial, impulsando el crecimiento de los centros de contacto año tras año. Las iniciativas clave incluyen:
1. Los Global CX 100 Awards, que honran a los pioneros de CX.
2. El 8x8 CX Tour, una gira de siete ciudades que muestra las mejores prácticas de CX.
3. Innovaciones impulsadas por AI que mejoran la plataforma 8x8 CX Cloud.
Aspectos destacados del negocio al 30 de junio de 2024:
- Crecimiento del 9% en el total de clientes de Contact Center de 8x8
- Crecimiento del 35% interanual en el segmento de medianas empresas
- Aumento del 40% interanual en las ventas de nuevos productos de CX de 8x8
- Crecimiento del 200% interanual en clientes que utilizan el 8x8 Intelligent Customer Assistant
- Aumento del 25% en interacciones digitales mensuales de CPaaS de 8x8 en los últimos seis meses
8x8, Inc. (NASDAQ: EGHT)는 고객 경험(CX) AI 기반 플랫폼 transformation의 큰 추진력을 발표하며, 연간 컨택 센터 성장률을 이끌고 있습니다. 주요 이니셔티브는 다음과 같습니다:
1. Global CX 100 Awards로, CX의 개척자들을 기립니다.
2. 8x8 CX Tour, CX 모범 사례를 선보이는 일곱 도시의 로드쇼입니다.
3. AI 기반 혁신이 8x8 CX 클라우드 플랫폼을 향상시키고 있습니다.
2024년 6월 30일 기준 비즈니스 주요 사항:
- 전체 8x8 컨택 센터 고객 수 9% 증가
- 중견 기업 부문에서 35%의 연간 성장률
- 새로운 8x8 CX 제품 판매에서 40%의 연간 증가
- 8x8 Intelligent Customer Assistant를 사용하는 고객 수가 200% 증가
- 지난 6개월 동안 월간 8x8 CPaaS 디지털 상호작용이 25% 증가
8x8, Inc. (NASDAQ: EGHT) a annoncé un élan significatif pour sa transformation de plateforme Customer Experience (CX) alimentée par l'IA, entraînant une croissance annuelle des centres de contact. Les initiatives clés comprennent :
1. Les Global CX 100 Awards, honorant les pionniers de la CX.
2. Le 8x8 CX Tour, une tournée de sept villes présentant les meilleures pratiques en matière de CX.
3. Innovations basées sur l'IA améliorant la plateforme 8x8 CX Cloud.
Faits marquants de l'entreprise au 30 juin 2024 :
- 9% de croissance du nombre total de clients du Contact Center 8x8
- 35% de croissance annuelle dans le segment des entreprises de taille intermédiaire
- Augmentation de 40% des ventes de nouveaux produits 8x8 CX d'année en année
- 200% de croissance annuelle du nombre de clients utilisant l'8x8 Intelligent Customer Assistant
- Augmentation de 25% des interactions numériques mensuelles de 8x8 CPaaS au cours des six derniers mois
8x8, Inc. (NASDAQ: EGHT) hat einen bedeutenden Schwung für die Transformation seiner KI-gestützten Customer Experience (CX) Plattform angekündigt, was zu einem jährlichen Wachstum im Contact Center führt. Zu den wichtigsten Initiativen gehören:
1. Die Global CX 100 Awards, die CX-Pioniere ehren.
2. Die 8x8 CX Tour, eine Roadshow in sieben Städten, die die besten Praktiken in der CX präsentiert.
3. KI-gestützte Innovationen, die die 8x8 CX Cloud Plattform verbessern.
Unternehmenshöhepunkte zum 30. Juni 2024:
- 9% Wachstum bei den Gesamtkunden des 8x8 Contact Centers
- 35% jährliches Wachstum im Segment der mittelständischen Unternehmen
- 40% jährlicher Anstieg bei den Verkäufen neuer Produkte von 8x8 CX
- 200% jährliches Wachstum bei den Kunden, die den 8x8 Intelligent Customer Assistant nutzen
- 25% Anstieg der monatlichen digitalen Interaktionen von 8x8 CPaaS in den letzten sechs Monaten
- 9% growth in total 8x8 Contact Center customers with 8% increase in agent seats year-over-year
- 35% year-over-year growth in mid-sized enterprises segment (250+ contact center agent seats)
- 40% year-over-year increase in sales of new 8x8 CX products
- 200% year-over-year growth in customers using 8x8 Intelligent Customer Assistant
- 25% increase in monthly 8x8 CPaaS digital interactions in the past six months
- 14% year-over-year increase in customer digital interactions orchestrated on the 8x8 platform
- 150% quarter-over-quarter increase in agents elevating customer interactions to video
- None.
Industry-first Global CX 100 Awards, 8x8 CX Tour, and AI-Powered Cloud Platform Innovations Fueling Company Transformation and Customer Adoption
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 inNashville, TN on October 28-30, 2024, and The StudioUK at the BAFTA inLondon on December 4, 2024. -
8x8 launched the 8x8 CX Tour, a seven-city roadshow starting in
North America and extending toEurope . 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.”
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 up8% 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 nearly10% . -
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 than200% for the quarter on a year-over-year basis and48% 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 up14% year-over-year. Agents elevating customer interactions to video directly within the 8x8 Agent Workspace increased150% 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.
8x8’s cloud contact center and unified communications platform includes cloud contact center, business phone, video meetings, team chat, and SMS capabilities. The 8x8 platform is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide
Learn more about the 8x8 CX Tour by visiting https://www.8x8.com/events/cx-tour.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements including those related to our CX transformation, contact center momentum, and growth in new 8x8 CX products. 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. These risks could reduce the growth of our CX business and contact center momentum which could impact our revenues and profitability. 8x8 undertakes no obligation to update any forward-looking statements.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is a leading provider of integrated contact center, voice communications, video, chat, and SMS solutions built on one global cloud platform. 8x8 uniquely eliminates the silos across the entire organization to power the communications and customer engagement requirements of all employees globally as they work together to deliver differentiated customer experiences. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X and Facebook.
8x8® is a trademark of 8x8, Inc.
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8x8, Inc. Contacts:
Media:
PR@8x8.com
Investor Relations:
Investor.Relations@8x8.com
Source: 8x8, Inc.
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