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Who says the contact center space is moving slowly? In early April, I attended 8X8's Analyst Summit 2025, where company leaders outlined their vision for transforming customer experience (CX) through an integrated, AI-enabled ecosystem. There was so much content about recent and upcoming trends that I needed to take some time to analyze the discussions before sharing this now long-overdue recap of the event.
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Typically known for its unified communications as a service (UCaaS) and contact center as a service (CCaS) solutions, 8x8 is increasingly focusing on its role as a multi-product communications intelligence platform -- one designed to deliver meaningful business outcomes, not just digital transactions.
That evolution reflects a broader market trend: the traditional boundaries between UCaaS and CCaaS are fading. Buyers no longer want disconnected platforms. They want seamless, AI-enhanced, outcome-oriented ecosystems.
At the event, 8X8 CEO Sam Wilson and CMO Bruno Bertini emphasized that the future of CX lies in an integrated platform, supported by curated partnerships designed to address unique needs, intuitive user experiences, and a unified data architecture. Some of the important and useful insights reported by company leadership at the event were that, over the past year:
AI-powered CX usage grew by 84%
Voice AI interactions rose by 160%
Self-service volumes increased by 130%
SMS-based interactions climbed 41%
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