Strong Customer Adoption and Usage of AI-powered Solutions Powering 8x8 CX Transformation
8x8 (NASDAQ: EGHT) reported strong growth in AI-powered customer experience solutions, with an 84% year-over-year increase as of Q3 FY25. The company's 8x8 Intelligent Customer Assistant saw particularly impressive growth, with adoption increasing nearly 130% year-over-year and 12% quarter-over-quarter.
Key highlights include a 370% year-over-year increase in AI interactions volume and a 160% quarter-over-quarter jump in Voice AI interactions, which represented 58% of all AI interactions in Q3. The company secured several significant customer wins, including deployments for a major Australian financial services firm, a North American specialty retailer, and a UK travel management provider.
Recent innovations include expanded secure payment capabilities, Voice Intelligent Directory implementation, and enhanced supervisor monitoring tools. These developments are part of 8x8's strategy to transform customer experience through AI-powered solutions.
8x8 (NASDAQ: EGHT) ha registrato una forte crescita nelle soluzioni per l'esperienza cliente supportate dall'AI, con un incremento anno su anno dell'84% nel terzo trimestre dell'anno fiscale 2025. L'8x8 Intelligent Customer Assistant ha mostrato una crescita particolarmente notevole, con un'adozione aumentata di quasi il 130% rispetto all'anno precedente e del 12% rispetto al trimestre precedente.
I punti salienti includono un aumento del 370% nel volume delle interazioni tramite AI rispetto all'anno precedente e un balzo del 160% nelle interazioni con la Voice AI da un trimestre all'altro, che ha rappresentato il 58% di tutte le interazioni AI nel terzo trimestre. L'azienda ha ottenuto diversi risultati significativi, tra cui implementazioni per una grande azienda di servizi finanziari australiana, un rivenditore specializzato nordamericano e un fornitore di gestione viaggi del Regno Unito.
Le recenti innovazioni includono capacità di pagamento sicuro ampliate, implementazione della Voice Intelligent Directory e strumenti di monitoraggio per supervisori migliorati. Questi sviluppi fanno parte della strategia di 8x8 per trasformare l'esperienza cliente tramite soluzioni supportate dall'AI.
8x8 (NASDAQ: EGHT) reportó un fuerte crecimiento en soluciones de experiencia del cliente impulsadas por IA, con un aumento del 84% interanual hasta el tercer trimestre del año fiscal 2025. El Asistente de Cliente Inteligente 8x8 mostró un crecimiento particularmente impresionante, con una adopción que aumentó casi un 130% interanual y un 12% trimestre a trimestre.
Los puntos destacados incluyen un aumento del 370% en el volumen de interacciones de IA en comparación con el año pasado y un salto del 160% en interacciones de Voice AI de un trimestre a otro, que representaron el 58% de todas las interacciones de IA en el tercer trimestre. La compañía asegura varias victorias significativas de clientes, incluyendo implementaciones para una importante empresa de servicios financieros australiana, un minorista especializado en América del Norte y un proveedor de gestión de viajes del Reino Unido.
Las innovaciones recientes incluyen capacidades de pago seguro ampliadas, implementación de Directorio Inteligente de Voz y herramientas de monitoreo mejoradas para supervisores. Estos desarrollos son parte de la estrategia de 8x8 para transformar la experiencia del cliente a través de soluciones impulsadas por IA.
8x8 (NASDAQ: EGHT)는 AI 기반 고객 경험 솔루션에서 강력한 성장을 보고했으며, FY25 3분기 기준으로 전년 대비 84% 증가했습니다. 회사의 8x8 Intelligent Customer Assistant는 특히 긍정적인 성장을 보여주었으며, 채택률이 전년 대비 거의 130% 증가하고, 분기 대비 12% 증가했습니다.
주요 하이라이트로는 AI 상호작용 볼륨이 전년 대비 370% 증가하고, Voice AI 상호작용이 분기 대비 160% 증가하여 3분기 총 AI 상호작용의 58%를 차지했습니다. 회사는 주요 호주 금융 서비스 회사, 북미 전문 소매업체 및 영국 여행 관리 제공업체를 포함하여 여러 중요한 고객 협력을 확보했습니다.
최근 혁신으로는 보안 결제 기능 확장, 음성 인텔리전트 디렉터리 구현 및 감독 모니터링 도구 강화가 포함됩니다. 이러한 개발은 AI 기반 솔루션을 통해 고객 경험을 혁신하기 위한 8x8의 전략의 일환입니다.
8x8 (NASDAQ: EGHT) a enregistré une forte croissance dans les solutions d'expérience client alimentées par l'IA, avec une augmentation de 84 % d'une année sur l'autre au troisième trimestre de l'exercice 2025. L'Assistant Client Intelligent 8x8 a connu une croissance particulièrement impressionnante, avec une adoption augmentant de près de 130 % d'une année sur l'autre et de 12 % d'un trimestre à l'autre.
Les points clés incluent une augmentation de 370 % du volume des interactions avec l'IA d'une année sur l'autre et un bond de 160 % des interactions Voice IA d'un trimestre à l'autre, représentant 58 % de toutes les interactions IA au troisième trimestre. L'entreprise a remporté plusieurs contrats clients significatifs, notamment pour une grande société de services financiers australienne, un détaillant spécialisé en Amérique du Nord et un fournisseur de gestion de voyages au Royaume-Uni.
Les innovations récentes incluent des capacités de paiement sécurisé étendues, la mise en œuvre d'un annuaire vocal intelligent et des outils de surveillance améliorés pour les superviseurs. Ces développements font partie de la stratégie d'8x8 pour transformer l'expérience client grâce à des solutions alimentées par l'IA.
8x8 (NASDAQ: EGHT) hat ein starkes Wachstum bei KI-gestützten Kundenlösungen gemeldet, mit einem Anstieg von 84 % im Jahresvergleich für das 3. Quartal des Geschäftsjahres 2025. Der 8x8 Intelligent Customer Assistant verzeichnete ein besonders beeindruckendes Wachstum, mit einer nahezu 130 %igen Steigerung gegenüber dem Vorjahr und 12 % gegenüber dem Vorquartal.
Zu den wichtigsten Highlights gehören ein Anstieg des Interaktionsvolumens mit KI um 370 % im Jahresvergleich sowie ein Anstieg der Voice-AI-Interaktionen von 160 % im Quartalsvergleich, die 58 % aller KI-Interaktionen im 3. Quartal ausmachten. Das Unternehmen hat mehrere bedeutende Kunden gewonnen, darunter Bereitstellungen für eine große australische Finanzdienstleistungsfirma, einen nordamerikanischen Fachhändler und einen britischen Reiseverwaltungsanbieter.
Zu den jüngsten Innovationen gehören erweiterte Zahlungsmöglichkeiten, die Implementierung des Voice Intelligent Directory und verbesserte Überwachungswerkzeuge für Vorgesetzte. Diese Entwicklungen sind Teil der Strategie von 8x8, das Kundenerlebnis durch KI-gestützte Lösungen zu transformieren.
- 84% YoY growth in AI-based customer experience solutions
- 130% YoY increase in 8x8 Intelligent Customer Assistant adoption
- 370% YoY growth in AI interactions volume
- 160% QoQ increase in Voice AI interactions
- Multiple major customer wins across different sectors
- None.
Insights
The reported 84% year-over-year growth in AI-based customer experience solutions signals a transformative shift in 8x8's market position within the highly competitive Contact Center as a Service (CCaaS) space. The exceptional growth metrics - particularly the 370% increase in AI interactions - demonstrate strong product-market fit and successful execution of 8x8's AI-first strategy.
Several key developments warrant attention:
- The 130% YoY growth in Intelligent Customer Assistant adoption, coupled with a 12% sequential increase, indicates accelerating market momentum and growing enterprise acceptance of AI-powered CX solutions.
- The significant customer wins across financial services, retail and insurance sectors showcase 8x8's ability to compete effectively in enterprise-grade deployments, with implementations ranging from 200 to 500+ contact center agents.
- The introduction of Voice Intelligent Directory and enhanced payment processing capabilities demonstrates 8x8's focus on practical AI applications that deliver immediate business value.
The strategic implications are substantial. 8x8's integrated platform approach, combining contact center, unified communications and CPaaS capabilities, positions them favorably against pure-play CCaaS providers. The rapid adoption of their AI solutions suggests successful differentiation in a market dominated by larger competitors like Five9 and NICE.
However, investors should note that while growth metrics are impressive, the true test will be conversion of this momentum into sustainable revenue growth and market share gains. The emphasis on secure payments and retail-specific features indicates a strategic push into high-value vertical markets, which could drive higher-margin enterprise deals but may also lengthen sales cycles.
8x8 Platform for CX AI-based Products Increased
“Organizations are increasingly recognizing that long-term growth hinges on repeat customers, and the key to earning that loyalty is exceptional customer satisfaction. Businesses that prioritize seamless operations and outstanding service aren’t just meeting expectations—they’re creating the conditions for customers to return, advocate, and drive sustainable success,” said Samuel Wilson, Chief Executive Officer at 8x8, Inc. “The 8x8 Platform for CX is proving essential for organizations as they embrace AI to simplify complexity and fuel sustainable growth—empowering CX and IT leaders to transform fragmented interactions into seamless, impactful experiences that exceed customer expectations.”
More organizations are adopting the AI-powered 8x8 Platform for CX to enhance their customers' journey across every touchpoint. Highlights as of December 31, 2024, the end of 8x8’s FY25 Q3, included:
-
AI-based customer experience solutions grew
84% year-over-year, and was led by the strong adoption of 8x8 Intelligent Customer Assistant for digital and voice self-service, which increased nearly130% year-over-year and over12% quarter-over-quarter. -
The volume of 8x8 Intelligent Customer Assistant AI interactions grew more than
370% year-over-year and40% quarter-over-quarter. -
More customers deploying the 8x8 Intelligent Customer Assistant for Voice solution attributed to a
160% jump in Voice AI interactions quarter-over-quarter and represented more than58% of all AI interactions in FY25 Q3.
Highlighted 8x8 customer wins in FY25 Q3 included:
- The Australian financial services subsidiary of a global automobile manufacturer chose 8x8 Contact Center and 8x8 Work with Quality Management, Speech Analytics and Workforce Management to support nearly 500 employees, including 275 contact center agents. The decision to move from a legacy on-premises system to the 8x8 cloud platform was due to 8x8’s intuitive and logical solution, modern user interface and comprehensive AI-powered reporting and analytics to provide the company with flexibility for future needs.
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After the successful deployment of 8x8 Work across 1,700 stores and over 20,000 employees, one of the largest specialty retailers in
North America added 8x8 Contact Center with Workforce Management to support more than 200 contact center agents. Key factors in the migration to 8x8 Platform for CX were omnichannel capabilities, robust analytics and deep integration with workforce management tools to deliver flexibility, real-time insights, and improved agent productivity. -
A leading business travel management provider in the
UK selected 8x8 Contact Center and 8x8 Work to support more than 470 contact center agents. With two subsidiaries already using 8x8, the company chose the 8x8 Platform for CX for its high quality service and the99.999% uptime SLA for exceptional reliability and minimized downtimes. -
A Canadian insurance and benefits consulting provider with over 700 employees and 21 branches across
Canada , chose 8x8 Contact Center and 8x8 Work with 8x8 Engage and Quality Management & Speech Analytics to support CX across the organization. The company wanted to move to a single cloud platform that offers a high quality of service, flexibility and potential upgrade capabilities together with French language support to meet compliance requirements. - A global flooring solutions manufacturer with 12,000 employees and over 60 locations serving customers in over 100 countries selected 8x8 Contact Center and 8x8 Work to migrate from a legacy on-premises system to a unified cloud platform that will support over 2,000 employees and contact center agents.
Recent 8x8 CX Cloud Platform AI-powered innovations released in FY25 Q3 optimizing key customer touchpoint included:
- Effortless Secure Payments – Anywhere, Anytime – Expanded 8x8 Secure Pay to enable secure and compliant payments across voice, touch-tone, SMS and email, through a fully automated customer experience via interactive voice response (IVR), or with an agent’s assistance.
- Secure, AI-powered payments through 8x8 Intelligent Customer Assistant: Organizations can now enable 8x8 Secure Pay to allow customers to pay through 8x8 Intelligent Customer Assistant for a fully automated path to process payments, no agent required, by either speaking payment details or entering the information via the phone's keypad. This new functionality enables customers to make payments quickly and securely, while increasing payment capture for businesses by allowing 24/7 payment.
- Voice Intelligent Directory for 8x8 Intelligent Customer Assistant: 8x8 Intelligent Customer Assistant now delivers a faster, natural sounding service with the newly introduced Voice Intelligent Directory. Callers simply speak their request and the AI matches it to a comprehensive directory, ensuring seamless connections in seconds for improved CX through integration with 8x8 Contact Center and 8x8 Work.
- Faster Customer Support – 8x8 Knowledge Base Shortcuts help agents quickly access and share relevant information, improving response times.
- Enhanced Interaction Retrieval Widget for Proactive Monitoring: The Interaction Retrieval widget in 8x8 Supervisor Workspace empowers supervisors to quickly locate all contact center interactions, including voice calls, digital messages, transcriptions from 8x8 Speech Analytics, and voicemails. With enhanced functionality, supervisors can now download multiple interactions in bulk and effortlessly retrieve archived interactions, saving valuable time.
- Mobile Device Management Support for Retail: Mobile Device Management (MDM) support and streamlined, credential-free authentication for shared devices for retail operations. This new, configurable user experience ensures secure and effortless access, tailored specifically for retail scenarios with retail staff in shared-device environments, such as stores with multiple departments or locations.
The 8x8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally, empowering CX leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
Experience the new 8x8 brand by watching We are 8x8. Power your CX ambitions.
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) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS APIs. 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.
8x8® is a trademark of 8x8, Inc.
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FAQ
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