8X8 CPAAS API CUSTOMER INTERACTIONS SURGE 43 PCT YOY WITH AI-POWERED ENGAGEMENT

KUALA LUMPUR, March 19 (Bernama) -- Integrated CX platform provider, 8x8 Inc has announced that the strong desire for personalised, artificial intelligence (AI)-powered self-service engagement options and channels is driving increased customer interactions across 8x8 communications platform as a service (CPaaS) application programming interfaces (APIs).

According to 8x8 in a statement, its CPaaS API customer interactions increased more than 43 per cent year-over-year across messaging, voice, and video channels, as of the third quarter (Q3) of fiscal year 2025 (FY25), ending Dec 31, 2024.

“8x8 CPaaS APIs are fuelling AI utilisation 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,” said 8x8 Inc General Manager, CPaaS, Stephen Hamill.

In addition, the total number of interactions reached almost half a billion per month in December 2024, an increase of 59 per cent compared to December 2023, while short message service (SMS) interactions increased 41 per cent and grew over 26 per cent quarter-over-quarter from FY25 second quarter (Q2) to Q3.

Meanwhile, recent 8x8 CPaaS API enhancements in FY25 include voice bots for billing and payments. Organisations can boost responsiveness through number anonymisation, follow up with SMS, and capture every interaction with call recording and speech recognition.

The silent mobile authentication for CPaaS customers provides a seamless method of mobile verification, allowing users to verify phone numbers with just one click and without manual input. Instead of receiving and entering a code, users are automatically verified based on their network IP.

Furthermore, the enhancement includes seamless and secure authentication with Verif8. A next-generation authentication solution designed for effortless security and compliance. With self-service multichannel OTP authentication via SMS, Viber, and voice, businesses can enhance user verification while minimising friction.

8x8 CPaaS APIs power essential business functions like authentication and fraud prevention, marketing and communications, customer support, and operations.

With omnichannel messaging including SMS, messaging apps, voice, and video interaction, it serves as a key enabler of business communications and customer experience in an ever-evolving digital transformation.

-- BERNAMA