Business
Increasing Customer Adoption of AI-powered Self-Service Drives Momentum in 8x8 CPaaS APIs
Organizations Turn to Personalized Customer Engagement Options, Driving Increased Interactions for 8x8 CPaaS APIs Across Messaging, Voice, and Video Channels
About this update from 8x8 Inc
[{"type":"text","content":"\nOrganizations Turn to Personalized Customer Engagement Options, Driving Increased Interactions for 8x8 CPaaS APIs Across Messaging, Voice, and Video Channels\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\n8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform for CX that combines Contact Center, Unified Communication, and CPaaS APIs, today announced that the strong desire for personalized, AI-powered self-service engagement options and channels is driving increased customer interactions across 8x8 CPaaS APIs. As a result, 8x8 CPaaS API customer interactions increased more than 43% year-over-year as of the fiscal year 2025 third quarter ended December 31, 2024.\n\n“Customers today expect to be able to interact with their brands of choice across their channel of choice – whether that’s voice, messaging, or video. Now, more than ever, it’s important that brands are agile and able to provide the engagement options that customers are looking for,” said Stephen Hamill, General Manager, CPaaS at 8x8, Inc. “A huge push in this area is AI-driven self-service options. 8x8 CPaaS APIs are fueling AI utilization in companies by supporting AI-powered chatbots via WhatsApp and SMS, as well as voice-based talk bots, allowing customers to really choose the “when,” “where,” and “how” when it comes to customer engagement.”\n\nOrganizations have turned toward 8x8 CPaaS APIs to power customer engagements across multiple touchpoints. Year-over-year business operational highlights as of December 31, 2024, the end of 8x8’s FY25 Q3, included:\n\n\nThe total number of 8x8 CPaaS API customer interactions in the third quarter grew over 43% across messaging, voice, and video channels, compared to FY24 Q3.\n\n\nThe total number of interactions reached almost half a billion per month in December 2024, an increase of 59% compared to December 2023.\n\n\nSMS interactions increased 41% and grew over 26% quarter-over-quarter from FY25 Q2 to Q3.\n\n\nAverage customer onboarding time was reduced to one day.\n\n\nRecent 8x8 CPaaS API enhancements in FY25 include:\n\n\nVoice Bots for Billing and Payments: 8x8 voice bots streamline billing by automating payment reminders, debt negotiations, and more, reducing manual labor costs. Organizations can boost responsiveness through number anonymization, follow up with SMS, and by capturing every interaction with call r...