Organisations are turning to personalised customer engagement options, across messaging, voice and video channels as consumer readily embrace self-service customer service – and driving a surge in CPaaS uptake by businesses.
So finds analysis by leading customer service platform 8×8, which itself is seeing a surge in demand across its 8×8 CPaaS APIs.
“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,” explains Stephen Hamill, General Manager, CPaaS at 8×8. “A huge push in this area is AI-driven self-service options. 8×8 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.”
Organisations have turned toward 8×8 CPaaS APIs to power customer engagements across multiple touchpoints. Year-over-year business operational highlights as of December 31, 2024, the end of 8×8’s FY25 Q3, included:
- The total number of 8×8 CPaaS API customer interactions in the third quarter grew over 43% across messaging, voice, and video channels, compared to FY24 Q3.
- The total number of interactions reached almost half a billion per month in December 2024, an increase of 59% compared to December 2023.
- SMS interactions increased 41% and grew over 26% quarter-over-quarter from FY25 Q2 to Q3.
- Average customer onboarding time was reduced to one day.
8×8 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. It is a core component of the 8×8 Platform for CX, which seamlessly unites contact centre, unified communications, and CPaaS APIs to help organisations connect customers and teams globally, empowering CX leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
Recent 8×8 CPaaS API enhancements in FY25 include:
- Voice Bots for Billing and Payments:8×8 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 recording and speech recognition.
- 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. This approach enhances security and delivers a smoother experience when accessing mobile services or applications.
- WhatsApp Integrations and AI-Powered Chatbots:8×8 WhatsApp messaging capabilities are now natively integrated into customer engagement platforms CleverTap and MoEngage, enabling seamless and efficient communication. Additionally, businesses can leverage AI-powered chatbots on WhatsApp to automate interactions, enhance response times, and deliver personalized support at scale.
- 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 minimizing friction. Featuring 43 pre-built localized message templates, self-onboarding, and flexible Sender ID options, Verif8 streamlines authentication while maintaining the highest standards of security.
