Sales of New Products in FY25 Q2 Increased More
Than 60% Year-Over-Year, Led By AI-Powered Solutions; Launched New
Brand to Support Next Phase of the Company’s CX Transformation,
Drive Momentum and Unlock the Potential of Every Interaction
8x8, Inc. (NASDAQ: EGHT), the industry's most integrated
Platform for CX that combines Contact Center, Unified
Communication, and CPaaS APIs, today announced the company’s CX
transformation continues to drive adoption of its AI-powered 8x8
Platform for CX. Sales of new products in FY25 Q2 increased more
than 60% year-over-year, led by AI-based solutions.
“8x8’s CX transformation journey focuses on delivering
AI-powered, platform innovations that empower organizations through
seamless communication and engagement to unlock the potential of
every interaction,” said Samuel Wilson, Chief Executive Officer at
8x8, Inc. “We are experiencing the results of what happens when
customer experience leaders are the heartbeat of their
organization, all employees and teams are empowered, and customers
feel heard. Our market momentum is being driven by the 8x8 Platform
for CX which is resonating with customers, and enabling
organizations to conquer complexity, drive sustainable growth, and
create a lasting impact.”
Recently, 8x8 also unveiled the next evolution of its brand,
another key milestone in the Company’s journey toward a more
customer-centric future. More than a refreshed look and feel, this
rebrand signals the next chapter in 8x8’s CX transformation driven
by a clear purpose: To connect people and organizations through
seamless communication, empowering them to unlock the potential of
every interaction. Experience the new 8x8 brand by reading the blog
post by Bruno Bertini, Chief Marketing Officer at 8x8.
In addition to 8x8’s CX-driven brand transformation, the company
continues to attract new organizations looking to adopt an
AI-powered, integrated business communications, contact center, and
communication APIs platform to enhance their customers' journey
across every touchpoint.
Business highlights as of September 30, 2024, the end of 8x8’s
FY25 Q2, included:
- The total number of 8x8 Contact Center customers grew more than
5% quarter-over-quarter.
- Increasing traction with companies with 250 or more contact
center agent seats resulted in nearly 16% year-over-year growth in
customers in this segment.
- The number of standalone 8x8 UCaaS customers adding 8x8 Contact
Center more than doubled quarter-over-quarter.
- The total number of CX interactions on the 8x8 platform was
more than 94 million, an increase of over 12% year-over-year.
Continuing growth of AI-powered solutions in FY25 Q2
included:
- Sales of AI-powered new products in addition to the native AI
capabilities across the 8x8 Platform for CX increased more than 50%
quarter-over-quarter and more than 200% year-over-year.
- The number of customers using the AI-powered 8x8 Intelligent
Customer Assistant has increased more than 200% year-over-year and
25% quarter-over-quarter, with the associated volume of AI
interactions growing more than 155% year-over-year and 30%
quarter-over-quarter.
Recent 8x8 customer wins in FY25 Q2, demonstrating continued
adoption and momentum included:
- Coronis Health, a healthcare revenue cycle management solutions
company with more than 11,000 employees across 26 global locations,
chose to upgrade from Fuze to the 8x8 Platform for CX after an
extensive proof of concept period that required tight integration
with their third-party CX solutions. They chose 8x8 UCaaS and 8x8
Contact Center with Voice for Microsoft Teams to support 2,500
employees, including 800 contact center agents, and address their
unique business requirements.
- Scandinavian Designs, a national furniture brand with 40+
showrooms across 16 states, chose 8x8 Contact Center with 8x8
Operator Connect for Microsoft Teams to migrate to a single cloud
platform. Key factors in their decision to go with 8x8 was Teams
chat federation and presence visibility in 8x8 Agent Workspace as
well as robust analytics and dashboards, with call transcriptions
and evaluation capabilities.
- Buchanan Technologies, a leading managed IT services provider
focused on midmarket and enterprise organizations, not only signed
up as an 8x8 Elevate value-added reseller partner, but also
selected 8x8 Contact Center to migrate from a legacy on-premises
system to the cloud in support of their 300 contact center
agents.
Recent 8x8 CX Cloud Platform AI-powered innovations released in
FY25 Q2 optimizing key customer touchpoint included:
- Significant advancements to language support and real-time
accuracy powered by the latest OpenAI Whisper model, delivering
best-in-class accuracy for select languages and stronger
performance with different accents. 8x8 also doubled the number of
supported languages for live web chats, extending real-time chat
translation to a broader global audience to foster more seamless
multilingual interactions. Expanded text-to-speech capabilities
offer support for over 40 languages, unlocking enhanced analytics,
interaction insights and performance metrics that span the 8x8
platform, and empower a wide range of users to drive increased
efficiency, boost employee productivity, and elevate customer
satisfaction.
- Announced the availability of 8x8 Active Assessor, an
AI-powered housing association solution that supports landlords to
proactively engage with tenants, meet legal requirements, and
ensure homes are compliant with health and safety standards.
- Announced expanded availability of Video Elevation capabilities
for 8x8 Contact Center, including new digital engagement
capabilities that enable contact center agents to convert a phone
call into a video interaction to visually diagnose and resolve
issues, such as property damage or product assembly, reducing the
need for onsite technical support and improving the customer
experience.
- Announced that Regal.io has joined the 8x8 Technology Partner
Ecosystem, as part of the exclusive SellWith8 tier. The partnership
combines Regal.io's sophisticated sales dialing capabilities with
8x8’s comprehensive cloud contact center and unified communications
platform, enhancing outbound communication services, such as calls
and SMS capabilities, to facilitate better employee and customer
experiences.
The 8x8 Platform for CX seamlessly unites contact center,
unified communications, and communication APIs to help
organizations connect customers and teams globally, empowering CX
and IT leaders with AI-powered performance and insights to make
smarter decisions, delight customers, and drive lasting business
impact.
Visit 8x8 at Booth CC-F40 at Call & Contact Centre Expo at
the ExCeL Exhibition Centre in London on November 27-28 to see the
new 8x8 brand identity.
Recently, 8x8 was named a Leader in the 2024 Gartner Magic
Quadrant for Unified Communications as a Service1. This is the
thirteenth consecutive year 8x8 has been recognized as a Leader in
this report. 8x8 was also recognized in the 2024 Gartner® Magic
Quadrant™ for Contact Center as a Service2. This is the tenth
consecutive year 8x8 has been recognized in this report.
[1] Gartner Magic Quadrant for Unified Communications as a
Service, Pankil Sheth, Megan Fernandez, Christopher Trueman, Rafael
Benitez, October 7, 2024. This Magic Quadrant report name has
changed from 2015 onwards- 2015-2023: Magic Quadrant for Unified
Communications as a Service, Worldwide, 2014: Magic Quadrant for
Unified Communications as a Service, North America With Additional
Regional Presence, 2012-2013: Magic Quadrant for Unified
Communications as a Service, North America.
[2] Gartner® Magic Quadrant™ for Contact Center as a Service,
Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason
Bridge, October 28, 2024.
Gartner Disclaimer:
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner’s research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose. GARTNER is a
registered trademark and service mark, and MAGIC QUADRANT is a
registered trademark of Gartner, Inc. and/or its affiliates in the
U.S. and internationally and are used herein with permission. All
rights reserved.
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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version on businesswire.com: https://www.businesswire.com/news/home/20241125655924/en/
8x8, Inc. Contacts:
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
8x8 (NASDAQ:EGHT)
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