8×8 AI

Create better customer experiences.

Use intelligent automation, agent support and conversation data to serve customers faster, understand demand and reduce repetitive work.

Future Voice helps organisations identify, implement and optimise practical 8×8 AI use cases across their communications and customer experience environments.

AI that supports the whole customer journey

Applied correctly, it can help organisations answer routine questions, route customers more accurately, support employees during live conversations, analyse interactions at scale and automate the work that follows.

8×8 brings communications, customer engagement and AI together within a connected platform. This makes it possible to introduce automation without treating it as an isolated technology project.

Future Voice helps you identify where AI will deliver a measurable operational or customer experience benefit, while maintaining appropriate controls, escalation routes and access to human support.

What can 8×8 AI help you achieve?

Automate routine customer interactions

Allow customers to complete straightforward tasks or access information without waiting for an employee. Automation can help manage common enquiries, capture information, identify the reason for contact and direct customers towards the most appropriate outcome.

Support agents during conversations

Give customer-facing employees faster access to relevant information, guidance and context. AI-supported workflows can reduce the time employees spend searching through systems and help them provide more consistent answers.

Understand every conversation

Traditional quality assurance often relies on managers manually reviewing a small selection of interactions. AI-powered transcription and analysis can make it possible to examine a much broader set of conversations, helping organisations identify recurring topics, emerging issues, customer sentiment and opportunities for improvement.

Improve routing and escalation

Use the customer’s intent and information gathered during an interaction to guide them towards the right employee, department or workflow. Where automation cannot complete the request, the interaction can be passed to an employee with relevant context preserved.

Reduce repetitive administration

AI can help capture information, update systems, create follow-up activities and trigger wider workflows. This reduces manual rekeying and allows employees to spend more time on complex or high-value activities.

Improve coaching and quality management

Conversation insight can help managers identify coaching requirements, examples of effective service and areas where processes or knowledge need to improve.

Where can AI make the biggest difference?

The most valuable AI project is not necessarily the one with the most advanced technology. It is the one that solves a clearly defined customer or operational problem.

Common opportunities include:

Handling frequently asked questions
Improving first-contact routing
Supporting out-of-hours enquiries
Capturing customer information
Qualifying sales enquiries
Automating appointment or booking requests
Providing order or case updates
Summarising customer interactions
Identifying recurring reasons for contact
Supporting employee coaching
Creating cases, tickets or follow-up actions
Transferring complex enquiries to an employee

We’ll review all of your potential customer journeys before recommending where AI should be introduced.

Discover where repetitive work is slowing your teams down

Speak to our 8x8 team

Combine automation with human support

AI should not create another barrier between your organisation and its customers.

A successful AI customer service strategy clearly defines:

Which interactions should be automated
Which decisions require human judgement
When an interaction should be escalated
What information should accompany the transfer
Which systems the AI can access
Which actions it is authorised to complete
How performance and outcomes will be reviewed

Future Voice helps design these boundaries as part of the wider solution, ensuring customers can reach an employee when automation is not appropriate.

Build AI on connected communications

An isolated AI tool can create new silos, duplicate data and make customer journeys harder to manage.

8×8 connects AI with a wider communications and customer experience ecosystem. Its current portfolio brings together unified communications, contact centre, communications APIs, AI automation and conversation intelligence within the wider platform.

This allows organisations to connect AI initiatives with:

Business voice
Contact centre interactions
Digital messaging
Microsoft Teams
Customer records
CRM platforms
Reporting and analytics
Employee workflows
Wider business applications

From conversation data to practical action

Every customer conversation contains useful information.

It can show why customers are getting in touch, which issues generate repeated demand, where journeys are failing and what employees need to provide a better response.

8×8 AI can help organisations turn that unstructured conversation data into insights that can be reviewed and acted upon. This could help you:

Identify avoidable contact

Understand which issues repeatedly cause customers to call or message and address the underlying process.

Improve customer journeys

Find points where customers become confused, abandon a process or require unnecessary assistance.

Strengthen employee support

Identify common knowledge gaps and provide more targeted coaching or guidance.

Monitor emerging themes

Detect changes in customer demand, complaints, service issues or sales opportunities.

Make evidence-based decisions

Give operational teams access to a broader and more representative view of customer conversations.

Introducing 8×8 AI Studio

8×8 AI Studio provides an environment for creating and deploying conversational and agentic AI agents.

Organisations can describe the type of agent they need and use the platform to design, test and deploy it across supported channels. AI agents can be connected with business systems, complete defined actions and escalate conversations to employees while retaining context.

8x8 AI Studio

How Future Voice delivers 8×8 AI

Discover

We review customer demand, existing processes, available data and operational pain points.

Prioritise

We identify realistic use cases according to likely impact, complexity, risk and implementation effort.

Design

We define the journey, data requirements, integrations, escalation rules and success measures.

Prove

Where appropriate, we build a proof of concept around a controlled use case so stakeholders can test the experience.

Deploy

We configure and integrate the solution before supporting testing, launch and user adoption.

Optimise

We review performance, customer outcomes and employee feedback to identify further improvements.

Why work with Future Voice?

Future Voice takes a vendor-agnostic and outcome-led approach to AI.

We do not begin by assuming every customer interaction should be automated. Instead, we assess where AI is appropriate, how it should connect with your employees and systems, and what the organisation needs to achieve.

Our wider expertise in communications, contact centre, CRM integration and service delivery also means we can consider the complete environment rather than deploying AI in isolation.

Our Testimonials

“We are delighted to endorse the long standing partnership between 8x8 and Future Voice & Data, to provide 8x8's XCaaS solution by delivering both Unified Communications and Contact Centre solutions. The partnership is eight years old now and continues to grow from strength to strength. Future Voice and Data has achieved 8x8's highest level of technical and support accreditation. They have excellent support to provide customers with a safe pair of hands.”

8x8

Keith Jackson, VP Channel Sales EMEA

“In the sector we operate in, it’s imperative for us to act quickly to our client’s needs, the outbreak and these troubling times has simply increased that need. Our emergency ethos is to keep fully operational whilst ensuring we safeguard the wellbeing of our staff. With Future Voice & 8 ×8, we transitioned within 48 hours to a remote working policy across our entire workforce. Future Voice, facilitated the switch to pure home working & also empowered our staff to do more, whilst delivering the capability to truly measure the outcome of home working with live statistics. We can now further improve collaboration by video and content sharing, whilst also keeping our staff connected during this uncertainty we are currently facing further ensuring the wellbeing our staff.”

Capex Finance

Steve Steel, Finance Manager

“We were in the process of choosing another supplier to migrate from our existing legacy phone system when I received a call from Tom at Future Voice about a new platform called 8 ×8. Having demoed the solution, we could quickly see 8 ×8 would not only support our UK offices but also ones in Middle East and Asia so our answer was yes we wanted it. From here the process was seamless, Future Voice provided the perfect process and support to make the changes easy and seamless and the Support team provided on time updates throughout the process. I wouldn’t hesitate at recommending Tom and his team to any company looks for the best in class Voice technology.”

Emerald Technology

Adam DeSanges, Finance Director

“We are delighted to endorse the long-standing partnership between 8x8 and Future Voice & Data. The Future Voice team has extensive experience in providing 8x8's XCaaS solution, encompassing both Unified Communications and Contact Centre solutions. After nearly a decade of collaboration, our relationship continues to grow from strength to strength, most recently with Future Voice achieving 8x8's highest level of technical and support accreditation. In summary, the team is more than just a safe pair of hands for business customers of any size - they are genuine experts in our systems, delivering the most value from our solutions and providing the highest levels of ongoing support possible.”

8x8

David Green

“Future Voice was not only keen to win our business for a modern cloud based office and mobile telephone system but also followed through to ensure a smooth implementation of the selected 8 ×8 platform. We are now working with them to better manage costs and roll out to our international locations.”

NexantECA

Jonathan Bourne, Vice President

“Future Voice and Data refreshed our phone system to the 8 ×8 platform using our existing phone handsets.”

Mason Owen UK Property Consultants

Michael Williams, Head of IT

“We needed our new 8 ×8 platform to be live fast, with new numbers and hardware included. Future Voice and Data were able to get the hardware within five days.”

Accuride

Dave Evans, Network Support Analyst

“We wanted to upgrade our system to the 8 ×8 platform. Future Voice and Data took the lead and brought together all the moving parts of this job. Very impressed! ”

Whitefield Community Primary School

Marie Beale, Headteacher

“We were in the middle of installing our new 8 ×8 platform when we suffered a cyber security breach. The Future Voice and Data team stepped up and helped us config a lot of elements. They increased our cadence calls schedule and ensured I was updated and confident for change over.”

YMCA

Rob Ramsden

View Case study

8x8