8x8 reports record USD $188 million revenue on AI surge

8x8 reported record service revenue of USD $188 million in the second quarter of fiscal 2027, its sixth consecutive quarter of year-on-year revenue growth.

The results also showed a sharp rise in use of the company's artificial intelligence tools and customer engagement products. Paid AI adoption among customers rose 232% from a year earlier, while the customer base for 8x8 Engage, aimed at frontline and non-desk workers, grew by more than 163%.

The figures point to continued demand for software that combines contact centre, unified communications and communications APIs on a single platform. They also suggest companies are expanding the channels they use to reach customers, including voice, SMS and messaging apps.

Across its communications API business, total customer interactions across messaging, voice and video grew 32% year on year. Messaging API interactions, including WhatsApp and RCS, rose by more than 122%, while voice API interactions increased by nearly 43%.

Growth was also positive quarter-on-quarter. The number of customers using paid AI products rose by more than 40% from the previous quarter, while the number adopting 8x8 Engage increased by nearly 20%.

Hunter Middleton, Chief Product Officer at 8x8, linked the results to a broader shift in how companies are using AI in customer contact operations.

"Customers are moving AI into everyday customer interactions, and the pace of adoption shows how quickly that shift is happening," said Hunter Middleton, chief product officer at 8x8.

"Bringing AI and communications together on one platform enables teams to build, launch and scale across every channel their customers use. That's the foundation we're building, and customers are ready for it," Middleton said.

Product updates

Alongside the usage figures, 8x8 outlined a series of product changes during the quarter focused on customer service workflows and AI-assisted operations.

Its Agent Workspace now includes a feature called Customer 360, which brings a customer's interaction history into a single view and adds sentiment and topic insights where speech analytics is enabled. This is intended to reduce the need for agents to switch between multiple tabs during customer conversations.

8x8 also said AI Studio agents can now run across voice, SMS, WhatsApp, 8x8 Work and web channels from a single build. In its contact centre product, the same AI tools can work alongside human agents by surfacing answers and logging notes in real time.

Another addition is JourneyIQ, now available through the 8x8 App Store, which maps voice interactions across products including 8x8 Engage, 8x8 Work, 8x8 Contact Centre and 8x8 AI Studio. The tool is designed to show where calls transfer, stall or drop across a customer journey.

8x8 also updated its Salesforce integration as Salesforce phases out Open CTI. According to the company, its Chrome extension will continue to support screen pop, interaction logging and automated record creation across voice and other channels.

Channel mix

The communications data underlines how business messaging is becoming a larger part of customer contact strategies. Growth in channels such as WhatsApp, RCS, Viber, Zalo and LINE outpaced the broader API business, suggesting enterprises are increasingly adding app-based messaging alongside voice and SMS.

8x8 also introduced RCS Business Messaging in Singapore through Singtel. The service allows businesses to send verified messages that can include images, video, carousels and action buttons, with SMS fallback for unsupported devices.

For frontline teams, the company added a feature called Call as Company to 8x8 Engage. It lets users place calls that display a company number rather than an individual work number, with administrators controlling which number appears.

Customer feedback

Separately, 8x8 reported 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 48 reviews on Gartner Peer Insights as of 1 October 2026.

The company also said AI Studio supports GDPR compliance and HIPAA readiness through privacy-by-design practices and related contractual arrangements. This reflects growing customer scrutiny of how AI tools handle personal data and regulated workflows.

8x8 operates in a market where software suppliers are trying to bring together communications, customer support and automation tools as companies seek to manage more interactions through fewer systems. Its latest quarterly figures suggest demand remains strongest for AI features, frontline worker tools and digital messaging channels.