8x8 Engage continues to evolve with new tools that enhance visibility, streamline workflows, and improve responsiveness. The latest updates include access to detailed call analytics through Conversation IQ, AI-powered interaction summaries, smarter call queue management, and expanded functionality for receptionists.
Recent updates for 8x8 Work enhance accessibility, streamline collaboration, and expand support for third-party devices. Key highlights include AI-powered chat summarization and composer, new video meeting controls, and improved compatibility with room system hardware.
Enhance customer engagement, streamline workflows, and improve overall efficiency with the latest Communication APIs updates. New features include RCS Business Messaging for richer communication, intuitive channel selection on 8x8 Connect, enhanced video capabilities, and advanced voice insights - all designed to make every interaction smoother, faster, and more impactful.
AI Transcription accuracy you can trust—even across global voices
8x8 leads the pack for transcription accuracy, delivering clear and inclusive conversations across various English accents. In independent testing by The Tolly Group (Feb 2025), 8x8 achieved a word error rate (WER) of just 3.43%—more than twice as accurate as select vendors. The evaluation spanned 15 real-world customer conversations featuring diverse global accents, and 8x8 consistently delivered the best average score across all samples with a 4.54% WER.
These results give IT and CX leaders confidence in the strength and reliability of 8x8’s AI-powered transcription—enabling better summaries, reduced manual rework, and a more inclusive customer experience. Read the report
Custom Dictionary for tailored transcription
To further improve transcription accuracy, Custom Dictionary enables administrators to create a list with specific terms, names, jargon, or industry-specific language that 8x8’s standard transcription service might not recognize correctly. The 8x8 transcription system then incorporates these words and phrases to improve recognition and transcription accuracy going forward. Learn more
Interested in this beta program? Connect with your Customer Success Manager to sign up!
Custom Dictionary in Admin Console
8x8 Contact Center
Real-time agent assistance to boost performance
Contact center agents often struggle with information overload, delayed responses, and fragmented workflows—challenges that lead to longer Average Handle Times (AHT), inconsistent service quality, and agent frustration.
Agent Assist with 8x8 solves these issues by delivering real-time, AI-powered support directly within the 8x8 Agent Workspace. Seamlessly integrated and intelligently automated, it enables agents to work more efficiently and effectively.
By streamlining workflows and improving response accuracy, Agent Assist increases operational efficiency, boosts agent satisfaction, and elevates the overall customer experience. This is our initial step in bringing Agent Assist solutions to 8x8. First up is AI Agent Boost with our partner Creovai.
The 8x8 Secure Pay solution now supports digital wallet payment options, giving customers the flexibility to use Apple Pay or Google Pay in addition to traditional card payments. When an agent sends a secure digital link, consumers can complete transactions with a simple tap—no need to manually enter card details, which can be time-consuming and error-prone.
Rich Communications Services in 8x8 Contact Center
We’re excited to announce that we have expanded our omnichannel capabilities to deliver more personalized customer experiences. Our latest enhancement, Rich Communication Services (RCS) in 8x8 Contact Center, allows agents to send high-quality images, videos, carousels, and branded elements for richer engagement beyond traditional SMS.
With RCS, organizations can offer:
Quick replies, suggested actions, and interactive buttons for faster, more intuitive interactions.
Verified sender IDs to reduce fraud risk and build customer trust.
Automated responses and streamlined workflows to improve efficiency and lighten agent workloads.
Rich Communication Services in 8x8 Omnichannel Routing
Streamlined access with My Interaction History in 8x8 Agent Workspace
My Interaction History streamlines agent workflows and gives them all the data they need to elevate the customer experience. Agents will have one-click access to follow up with their customers promptly and to access the following data: CRM data, recordings, summarization, topics, sentiment analysis, and transcripts.
Our curated 8x8 Technology Partner Ecosystem connects customers with leading independent software vendors, value-added resellers, and systems integrators. Each partner offers seamless integrations that enhance CX with advanced technologies like AI and persistent data.
This program empowers customers to build tailored solutions for their unique business challenges—without the limitations of all-in-one platforms or the cost of custom development.
Call compliance recording with CallCabinet
Experience seamless call and screen recording integrated with the 8x8 Platform for CX to enhance compliance and quality assurance. CallCabinet fills every interaction compliance gap, leveraging detailed policy settings that support the world’s most heavily regulated industries. Using CallCabinet’s seamless integration, users can easily manage recording features within 8x8 Work and 8x8 Contact Center.
Enhance compliance and customer engagement through CallCabinet’s integration with 8x8 Platform for CX
8x8 Engage
Expanded AI-powered post-call intelligence Unlock powerful post-call insights with Recorded Interaction Details with 8x8 Conversation IQ. Access sentiment mapping, talk time analysis, topic matcher — all directly from the recording or the call log.
For even greater efficiency, AI-powered Interaction Summaries can be added to the interaction details. These summaries automatically capture key conversation points, which helps save time for users and team leaders and keeps them focused on the conversation.
Interested in the beta program? Connect with your Customer Success Manager to sign up!
Interaction details are available after selecting a recording from the Recordings tab or Call log from Call History tab
Pause queues to better focus Users can now pause or resume queues during an active call or meeting. This prevents them from receiving a new call the moment they end one. It’s a small change with a big impact on user experience as they can now be fully focused on the new call without distraction from wrapping up the previous conversation. Learn more
Notification for delayed calls A new banner now explains why new calls are temporarily delayed—whether it’s a missed call, wrap-up time, or rejection. This helps improve transparency for frontline staff. Learn more
Delayed calls indicator message
Smarter call handling with 8x8 Frontdesk enhancements Receptionists using 8x8 Frontdesk™ can now easily identify and decline calls coming into a queue—enabling them to route to the next available 8x8 Engage user. This improves queue handling speed and gives receptionists better context for managing calls. Learn more
8x8 Work
Smarter chat management with AI summarization Create conversation summaries for the last 24 hours, the last three days, all unread messages or messages starting from a specific point in a chat thread. This is a particularly useful tool to create a quick and accurate synopsis of a long chat-based discussion with multiple contributors. Learn more
Chat summary settings
Compose with AI: Craft the right message, instantly
Make messaging more efficient and expressive. With AI integrated into the 8x8 Work chat interface, users can draft messages instantly and choose from a variety of composition styles—professional, casual, sympathetic, expanded, or concise—to suit the tone of any conversation. Instant replies are just a click away using the “more” menu, helping users respond quickly and effectively. This powerful feature reduces typing time and enhances clarity, making it especially valuable in fast-paced or high-stakes conversations. Learn more
’Compose for AI’ Chat Assistant
’Compose for AI’ Chat Assistant
Simplify group communication with MMS 8x8 users can now create MMS groups and send text messages to multiple internal and external contacts with a single click. Each SMS/MMS Group Room can contain up to 10 contacts. This feature is currently available for 8x8 user plans in North America only. Learn more
Group configuration
Custom meeting layouts with pinned participants
Select up to six participant windows to display persistently during a meeting. This facilitates custom meeting layouts, for events with multiple speakers or panel discussions. It also enables key resources, such as sign language interpreters, to be visible throughout to aid inclusivity and accessibility. Learn more
Pinning Setting
Flexible workflows with undocked meeting panels
Users can now launch and maintain meetings in a separate window from 8x8 Work for Desktop. Not only does this provide a more effective use of screen real estate for multitasking it also provides more flexibility for locating the meetings panel, for users with multiple monitors. Learn more
Launch ‘undocked’ in new window
Room-optimized controls for video systems
8x8 Spaces is a deployment of 8x8 open source technology available to 8x8 customers looking for a video meetings experience optimized for room-based environments. It enables customers to build a custom application that can be installed on a preferred desktop (Windows) or portable (iOS or Android) device to connect and control the audio and video components of a room solution, as well as the meeting experience itself. Learn more
Improved accessibility with WCAG 2.1 AA compliance
As part of 8x8's commitment to continuously improve compliance with W3C Web Content Accessibility Guidelines (WCAG), 8x8 Work now includes improvements for screen readers in areas like Call Control and General. Of three-tiered levels of accessibility compliances, defined by W3C, the AA ‘Strong Accessibility’ designation is the most commonly referenced benchmark for compliance, particularly by public sector organizations. Learn more
Toggle labels improved
New Devices
Yealink Multi-Cell DECT system Expand cordless coverage with the Yealink W90 Multi-Cell system, featuring the W90DM DECT Manager and W90B Base Stations. Ideal for larger setups, this system provides seamless handover and scalability—just one W90DM and at least one W90B are required to get started.
Grandstream devices We’ve expanded our support for Grandstream hardware across handsets and ATAs:
WP816 – A compact, entry-level Wi-Fi handset ideal for light use.
WP826 – A more advanced Wi-Fi handset with enhanced features for higher performance.
HT812 ATA – A 2-port analog telephone adapter with a built-in switch for added network flexibility.
8180 SIP Audio alerter We are now supporting the PoE 8180 SIP Audio Alerter for overhead and multicast paging. This wall-mounted IP speaker integrates seamlessly with the 8x8 platform.
Elevate messaging campaigns with Rich Communication Services Business Messaging Enjoy a more dynamic, engaging messaging experience with RCS (Rich Communication Services) Business Messaging! Go beyond traditional SMS and bring customer interactions to life with rich media, including photos, videos, and more. With 8x8's CPaaS API, businesses can now manage RCS Business Messaging alongside SMS, WhatsApp, Viber, Zalo, LINE, voice, and other channels—all through a single, unified platform for true omnichannel communication. Learn more
RCS Business Messaging features for an enhanced messaging experience
8x8 Connect
Simplified messaging campaign setup Launching messaging campaigns on 8x8 Connect is now even easier! Our new card-based channel selection provides clear descriptions for each messaging channel, helping users quickly understand their purpose and make informed choices—no guesswork needed. Try it now
Improved channel selection on 8x8 Connect
Better voice insights with enhanced logs and reports Unlock deeper insights into voice interactions with comprehensive call records, quality metrics, campaign data, and pricing information—all available in the enhanced voice logs module. Easily track usage trends with daily, weekly, and monthly breakdowns to monitor performance and optimize more effectively, all from a single, unified view. Try it now
Gain better Voice insights on 8x8 Connect
Enhanced video interaction for seamless conversations
Agents can now enable Low Bandwidth Mode to switch to a lower video resolution for users with limited connectivity. They can also easily copy and share meeting links via WhatsApp, Viber, or other messaging channels when SMS isn’t available—ensuring uninterrupted communication across any network. Learn more
WhatsApp template status updates
Never miss an update! Get real-time webhook notifications whenever a WhatsApp template status changes, ensuring faster responses and better tracking. Learn more
To learn more about what’s new at 8x8, check out our quarterly product webinars which showcase some of the latest and greatest features and capabilities that can help boost customer and employee experiences.
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