8x8 revenue hits record as AI adoption more than doubles

8x8 reported record first-quarter revenue for fiscal 2027 and posted a fifth straight quarter of year-on-year growth.

Customer adoption of its AI products rose 121% from a year earlier, while usage-based revenue increased 63%. The figures suggest organisations are moving from trial deployments to broader day-to-day use of AI, digital channels and communications APIs.

Growth was also strong in products aimed at specific employee groups. The customer base for 8x8 Engage, designed for frontline and non-desk workers, grew more than 247% year on year and 33% from the previous quarter.

The update points to continued demand for customer service tools that can handle rising interaction volumes while employers keep a close watch on staffing and costs. Businesses are also increasing their use of messaging and voice channels to reach customers on the apps and services they already use.

Across its AI products, total Intelligent Customer Assistant interactions across digital, voice and auto attendant channels rose more than 88% year on year. Voice AI interactions increased more than 106% over the same period.

Its communications API business also showed broad-based expansion. Total API interactions across messaging, voice and video rose 24% year on year and more than 18% quarter on quarter.

Within that total, messaging interactions across services including WhatsApp, RCS, Viber, Zalo and LINE climbed more than 112% year on year. Voice API interactions increased more than 151%, while SMS interactions rose nearly 20% from the previous quarter.

Product rollout

Alongside the earnings figures, 8x8 outlined a series of product updates across its customer experience platform. Several are being made available to select customers and are intended to extend AI and communications tools beyond contact centre teams to wider parts of an organisation.

One of those products, 8x8 Pulse, captures and indexes interactions across calls, meetings, emails and support tickets, allowing conversation data to be searched across teams. Another, 8x8 Resolve, is aimed at incident and emergency alerts for frontline workers through the same platform used for daily communications.

8x8 also introduced 8x8 AI Routing for select customers. The system matches customers with the most suitable expert across an organisation and uses interaction data such as transcripts, sentiment and historical patterns to automate skills configuration.

Updates to 8x8 AI Studio added support for multiple AI models, voice-based agent building and connectors to 11 third-party business applications. The company also launched a new App Store for self-service extensions, added a native integration with Synthflow, and introduced forecasting and scheduling enhancements to its workforce management product for existing contact centre customers.

Wider trend

The results add to evidence that software providers serving contact centres and enterprise communications are seeing stronger demand for AI tools tied directly to live customer interactions. Investors and customers alike have been looking for signs that interest in AI is translating into actual usage rather than limited testing.

8x8 said its figures suggest customers are moving beyond pilot schemes. It linked that trend to organisations seeking to reduce operational complexity by bringing contact centre, unified communications and communications platform tools together on one system.

Hunter Middleton, Chief Product Officer at 8x8, commented on the figures and the company's investment priorities.

"AI adoption more than doubled, and it's showing up in live customer conversations, not pilots," said Hunter Middleton, Chief Product Officer at 8x8.

"We're investing on both sides: the AI our customers deploy, and the infrastructure underneath that routes, processes, and governs every interaction in real time. That combination is what lets them run AI-first CX at enterprise scale, and the numbers reflect it," Middleton said.

8x8 also said it held an overall rating of 4.6 out of 5 across the Unified Communications as a Service, Contact Centre as a Service, and Communications Platform as a Service markets, based on 60 reviews on Gartner Peer Insights as of July 1, 2026.