We announced 8x8’s Q1 FY 2025 results on August 7, 2024, delivering $178 million in revenue and positive operating cash flow. We maintained our high level of investment in R&D as we continued to launch new solutions and platform enhancements that demonstrate the potential of our cloud-native unified platform to address a wide range of modern use cases across CCaaS, UCaaS, and CPaaS.

Unlocking the power of customer interaction data with AI and composable workspaces

We have intentionally engineered our platform to elevate our customers’ CX. Our integrated platform powers communication and collaboration from the contact center to the accounts receivable department, capturing data on customer interactions organization-wide. With a common data layer, familiar user interfaces, and sophisticated analytics, the 8x8 platform leverages AI to enable personalized, “data-informed” interactions ranging from automated self-service to complex agent-based communications. We are continuously innovating across the platform to make our customers heroes.

Our Summer quarterly update highlights some of our most significant advances, with a focus on AI-enhanced features and solutions that allow customers to make the most out of their customer interactions. For example, we have updated our AI-powered transcription services for greater accuracy and expanded language support in our transcriptions – at no extra cost to customers – and added AI-based meeting summarization for post-meeting follow-up and review. That’s on top of our 8x8 Intelligent Customer Assistant Support for Voice, enabling businesses to create instant, effortless, and engaging self-service experiences at scale.

If data is the currency of modern CX, the user interface is the exchange. We’ve invested in building composable workspaces for agents and supervisors, putting the tools and information they need to be productive at their fingertips. We recently introduced Supervisor Mobile Workspace and added French-Canadian to the 8x8 Admin console, and we continue to invest in improving the accessibility of all our products.

For Microsoft Teams users, we also introduced 8x8 Operator Connect for Microsoft Teams to provide customers with 8x8’s reliable network by adding PSTN calling directly in Microsoft Teams. With a full portfolio of enterprise-grade UCaaS solutions for Teams users, and one of the few providers with a native Contact Center Solution certified to integrate with Teams, it’s no wonder customers like Atrio Health (profiled below) choose 8x8.

Purpose-Built Solutions that make a difference: Boosting Voter Turnout in the UK

Just ahead of the UK General Election we released 8x8 Ballot It!, an AI-powered self-service solution for local governments that gave citizens everything they needed to know to vote in their local elections - who their candidates were, what they needed for their polling station, where their polling station was, and much more – to help boost turnout in each area.

The conversational AI capabilities and ease-of-use of our 8x8 Intelligent Customer Assistant make it easy to automate self-service with voice and digital chat services.

Talking where customers are talking… and typing

We also brought out Interact for Proactive Outreach, enabling direct communication with customers at scale via SMS and WhatsApp messaging channels, with inbound messages seamlessly routed to the contact center for agents or bots to handle. This has been a frequent request from clients as they recognise that modern CX must expand beyond phone calls, emails, and web chat.

But don’t take our word for it – see why a few of our new customers chose 8x8 in the case studies we showcased on our latest earnings call.

One platform solving housing issues

Great Places Housing Group exists to improve the lives of the people living in their 25,000 homes across the North West and Yorkshire in the UK

They choose 8x8 because of our position in the UK Social Housing Sector, providing a ‘safe pair of hands’ and our one platform UC & CC solution tailored to housing. Additionally, they’ve found great benefits in our omnichannel conversational AI self-service with integrations as well as the solution’s graphical reporting of customer journey, quality management, and general and AI analytics.

Helping deliver high quality health options

ATRIO Health Plans use 8x8 UCaaS & CCaaS with Voice for Microsoft Teams, Intelligent Customer Assistant and SecurePay because of our HIPAA compliant contact center has a voice conversational AI-powered secure payment system and call recording storage capabilities that meets their needs while also providing future upgrade opportunities. It’s been great working with our partner Ingram Micro on this and I thank them for thinking of 8x8 as the correct solution for Atrio.

Saving thousands while boosting call rates

Oldham Council in the UK implemented 8x8 Intelligent Customer Assistant Support for Voice as part of its contact center solution and the results have been nothing short of transformational.

The implementation of 8x8 Intelligent Customer Assistant Support for Voice allowed them to save £40,000 annually and improved their call handling success rate to over 80% with agents now managing calls seamlessly alongside their other tasks, reducing idle time and improving overall operational efficiency.

Massively reducing operating costs while increasing engagement

The King Power Corporation, established in 1989 and headquartered in Bangkok, Thailand, is a leading retail business group in the travel retail industry, driving the business towards new global dimensions. With 8x8’s APIs they were able to have a powerful yet affordable SMS marketing option, sending hundreds of thousands of messages each year but still managing to cut operating costs by 30%.

Furnishing the right solution for a home retail company

A rapidly growing lifestyle retailer of premium home furnishings with showrooms and design centers across the United States adopted 8x8 for our single integrated UC & CC platform, Microsoft Teams integration, reporting capabilities, robust analytics, AI-enabled agent assistance, and strong technology partner ecosystem.

Speedy deployment and superior support made this upgrade smooth

Kodak Alaris is a global technology company delivering value to businesses and consumers all over the world through two core business units. With 8x8 and our partner AVANT Communications they upgraded to a single cloud platform for UC and CC with reporting capabilities and robust analytics. Even better, the upgrade went smoothly with rapid deployment with minimal disruptions and high quality support from our experts.

Nothing without customers

Customers like these highlight how 8x8’s integrated cloud platform is making a strong difference in customer and employee experiences around the globe. This is also why we do so well in awards, like we did this quarter with the ChannelVision Visionary Spotlight Awards (VSA), winning the Business Technology award for 8x8 Contact Center and Overall Excellence award for the 8x8 Elevate partner program, as well as being recognized as a leader in TrustRadius’ Unified Communications as a Service (UCaaS) and Contact Center software categories.

It’s incredibly humbling to see and learn how our customers and channel partners develop our solutions. This feeling is only added to when I consider the amazing things that the 8x8 teams across the world are continuing to build and develop for the coming months, addressing the needs and desires of our existing customers and the new ones being attracted to our successful solution. These are inspiring times for us all.

Sam Wilson

CEO, 8x8