As we announced our Q2 earnings for FY2025 with $181 million in total revenue and continuing to have positive operating cash flow, what struck me was the ongoing belief and support from customers and channel partners across all of our offerings. They know that we are continuing to invest and innovate in our platform, not only in the contact center but also across our UCaaS and Platform Usage offerings, all with a focus on delivering outstanding customer experiences (CX).

Bringing together the best of AI with human and business intelligence

As I’ve said before, the 8x8 cloud-native unified platform uses a common data layer, familiar user interfaces, and sophisticated analytics backed by AI to power personalized, “data-informed” interactions ranging from automated self-service to complex agent-based communications. From there, and combined with business data and a human touch, businesses are able to make huge differences to their customers who get in touch daily, looking to solve one challenge or another.

We make a difference–and that’s why companies choose 8x8. As we said in our latest update, highlighting 8x8 Contact Center Video Elevation, real-time translation for over 30 languages, Bulk SMS, and Microsoft Azure integrations, “it’s all treats and no tricks.”

Authenticity matters in the customer experience

Consider Scandinavian Designs. They’ve grown from a single showroom in 1963 selling Scandinavian furniture to a national brand across America with 40+ showrooms. This company’s ethos is all about doing what you say, being genuine and authentic with their customers, ensuring their service is as high quality as their furniture.

That’s why they came to 8x8 and use our CCaaS offering with 8x8 Operator Connect for Microsoft Teams. It wasn’t just about having a single cloud platform for UC and CC, they were also impressed with our analytics, dashboards with call transcriptions, evaluation capabilities as well as the Teams chat federation and presence visibility in 8x8 Agent Workspace.

Retailers shop smart when they buy from 8x8

That strength in retail also shone through with another customer in the last quarter. As one of the largest retailers in North America with more than 1,600 stores, several distribution centers and multiple headquarters, a solid UCaaS offering was needed to support more than 20,000 employees.

As with other customers, 8x8 was recognized not only for its commitment to UC but the fact that what we offered would give them a scalable, single integrated UC & CC cloud platform with mobile app integration for retail stores and integrations as required with some third parties.

Platform Usage making a difference for moms and moms-to-be

It’s not just in UC we’re impressing though. Take, for example, Nuren Group, a leading technology company headquartered in Malaysia. Its digital platforms include Motherhood.com.my, a content hub and e-marketplace platform with more than 5,000 brands. It aims to empower women in parenting, education, and maternity wellness.

They choose the 8x8 WhatsApp Business API because it was a comprehensive solution that met their three key requirements:

  • Bulk messaging with effortless scalability
  • Automation to enhance communication efficiency
  • Real-time engagement through an interactive two-way dashboard

Being a parent, but especially being a mom, or mom-to-be, is tough and it’s really rewarding to know that our solution is out there making a difference and helping moms at this life-changing moment.

Making a difference to health globally with Coronis Health

It’s not just moms that need looking after though. We also work with Coronis Health, a healthcare technology solutions provider with more than 10,000 employees across nearly 30 global locations. When it was time to upgrade from Fuze, they needed a single cloud platform for UC and CC

Through strong partner relationships with AVANT Communications and Telmac, we all worked closely together to address Coronis’ unique requirements and integrate the required third-party CX solutions effectively, including Azure VDI support and other custom capabilities.

The successful upgrade means Coronis Health continues to leverage industry-leading technology, strategic partnerships, and high-touch relationships, allowing healthcare providers and facilities to focus on maintaining exceptional patient care with the best possible financial results.

Taking out the trash and bringing in financial savings with 8x8

As I’ve said above, I love the fact that our products help so many people across the globe, making a difference to their days–but with that we often help businesses too. Using our platform to improve CX scores, quicker call resolutions. It’s what we aim for here.

And we can also be used to take out the trash.

In the UK, lots of local councils and authorities are facing tough times financially and this means services can sometimes struggle. North Somerset Council was facing challenges with the level of demand associated with reporting problems associated with waste collections. Increased pressure on the contact center due to complex inquiries and support needed for vulnerable residents meant there was a need for a more sustainable solution for managing waste collection reports, rather than relying on short-term fixes during peak periods.

Enter 8x8 Intelligent Customer Assistant. Thanks to using our solution 42% of missed waste collection reports were handled by the voice bot, reducing the burden on contact center agents and improving efficiency. Additionally there was £40,000 in cost savings due to the reduced need for additional staff during the Garden Waste sign-up period and a 7% increase in customer satisfaction, with residents appreciating the ease and availability of reporting issues. No rubbish here, just great results.

“By deploying the Voice Bot, we were able to directly impact our metrics, notably enhancing service levels in Waste Services while avoiding the need to hire additional temporary staff.”
— Stuart Anstead, Head of Support Services, North Somerset Council

Partners keep us strong

I know I've mentioned our partnerships and how grateful I am to every company that goes out there and promotes 8x8. But you know what I also love seeing? When Managed Service Providers look at what we do and go ‘you know what? We want a slice of that.” When the tech experts back you, you know you’re doing something right.

Look at Buchanan Technologies, a leading managed IT services provider helping midmarket and enterprise organizations across the US and Canada. They needed a CCaaS solution for their hundreds of contact center agents as they went from legacy on-premises systems to the cloud. What impressed them was more than an omnichannel solution, it was also that there was 24/7 agent support and exceptional partner relationships.

We’re only getting started

It’s one of the highlights of a quarter end that you get to look and see what you’ve achieved and the teams here at 8x8 across the globe have achieved a lot, as have the partners and customers who have our backs on a regular basis. That’s why we were recently the first company to be recognized as a Leader for 13 years in a row for the Gartner UCaaS MQ and also highlighted for ten years straight in the CCaaS MQ. We’ve also been recognized by the Comms Council in the UK for our commitment to Enterprise–two years in a row we’ve won that, so we’re doing something consistently right there.

But there’s more to come.

We aren’t stopping now. The world of business communications is an exciting place and it’s only growing as we see non-contact center departments looking for contact center solutions and tools. Sales teams, marketing departments, finance units and more are all wanting options that we have tools for. The AI elements are getting better and better. It’s a great time to be in this business and we can’t wait to work with our friends, partners and colleagues in delivering this exciting future.