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

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

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Spanning 8×8 Contact Center, 8×8 Engage, 8×8 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

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

• The integration with MNET CoreAccess+ connects 8×8 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 8×8 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

8×8 Smart Assist + Conversation Intelligence

• 8×8 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 8×8, 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 8×8 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.

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