8x8 sees 60% growth in new product sales for FY25 Q2

8x8 has reported significant growth in sales year-over-year for FY25 Q2, driven by increased adoption of its AI-powered solutions.

The company's CX transformation is attributed to its sales surge, with a reported growth of over 60% year-over-year in new product sales, primarily led by AI-based solutions.

"8x8's CX transformation journey focuses on delivering AI-powered, platform innovations that empower organisations through seamless communication and engagement to unlock the potential of every interaction," said Samuel Wilson, Chief Executive Officer at 8x8. He added, "We are experiencing the results of what happens when customer experience leaders are the heartbeat of their organisation, 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 organisations to conquer complexity, drive sustainable growth, and create a lasting impact."

8x8 has updated its brand to reflect its focus on a more customer-centric future, signalling a new chapter in its CX transformation. This move is part of the company's strategy to connect people and organisations through seamless communication.

New customer acquisitions include Coronis Health and Scandinavian Designs. Coronis Health, which employs over 11,000 people globally, has selected the 8x8 Platform for CX to support 2,500 employees, including 800 contact centre agents, following an extensive proof of concept period. Scandinavian Designs has chosen to migrate to a single cloud platform with 8x8, citing factors such as Teams chat federation and robust analytics capabilities as decisive.

The total number of 8x8 Contact Center customers increased by more than 5% quarter-over-quarter, with a particular emphasis on organisations with 250 or more contact centre agents, which saw a year-over-year growth of nearly 16%. Additionally, the number of standalone UCaaS customers adding the 8x8 Contact Center more than doubled quarter-over-quarter.

The company also reported over 94 million CX interactions on their platform, marking a year-over-year increase of more than 12%. Sales of AI-powered new products surged over 50% quarter-over-quarter and more than 200% year-over-year. There was also a notable increase in the number of customers using the AI-powered 8x8 Intelligent Customer Assistant by over 200% year-over-year and 25% quarter-over-quarter, along with a 155% increase in associated AI interaction volume year-over-year.

8x8 has enhanced its platform with new AI-powered innovations such as advancements to language support using the latest OpenAI Whisper model, which has resulted in improved accuracy and expanded language support. Other enhancements include text-to-speech capabilities across more than 40 languages, expanded analytics, and the launch of 8x8 Active Assessor for housing associations. Furthermore, their Video Elevation capabilities in the 8x8 Contact Center facilitate converting phone calls into video interactions, enhancing customer support.

The integration efforts with partners like Regal.io aim to boost outbound communication services through enhanced calling and SMS capabilities.

8x8 continues to be acknowledged for its services, being named a leader in the 2024 Gartner Magic Quadrant for Unified Communications as a Service for the thirteenth consecutive year, as well as in the Gartner Magic Quadrant for Contact Center as a Service for the tenth consecutive year.