8×8 has reported record first-quarter revenue for fiscal 2027. The results show rising demand for AI in customer experience operations.
The company posted $190.2 million in revenue for the quarter ended June 30, 2026. That figure rose 4.9% year-on-year. Service revenue also reached a record $185.3 million.
Importantly, this marks a fifth straight quarter of annual growth. It follows a difficult period when 8×8 faced nine quarters of decline.
However, the most important change sits inside the revenue mix. Usage-based services grew 63% year-on-year. These services now represent about 26% of service revenue.
This shift matters for telecom and VoIP professionals. It shows customers increasingly pay for actual platform activity. That includes communication APIs, digital channels, telecom usage, and AI services.
At the same time, this model brings new pressure. Revenue depends more on customer engagement and transaction volumes. Vendors must prove daily value, not just sell licenses.
AI adoption across 8×8’s platform more than doubled year-on-year. The company reported 121% growth in AI solution adoption. It also recorded 68% growth compared with the previous quarter.
8×8 Engage, built for frontline and non-desk workers, also gained momentum. Its customer base rose more than 247% year-on-year. That suggests AI is moving beyond traditional contact centre teams.
Customer interactions handled by Intelligent Customer Assistant rose more than 88%. Voice AI interactions grew by more than 106%. These figures point to live usage, not only testing.
Hunter Middleton, Chief Product Officer at 8×8, highlighted that point clearly: “AI adoption more than doubled, and it’s showing up in live customer conversations, not pilots. 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.”
8×8 AI Studio also shows growing enterprise interest. More than 200 organisations now build agents on the platform. They have created over 2,900 AI agents so far.
Messaging and voice APIs added further strength. Communication API interactions grew 24% year-on-year. Messaging across WhatsApp, RCS, Viber, Zalo, and LINE grew more than 112%.
Voice API interactions increased by more than 151%. SMS interactions also rose nearly 20% quarter-on-quarter. Businesses clearly want to meet customers on preferred channels.
Still, wider AI deployment needs careful governance. Companies must monitor accuracy, privacy, routing decisions, and customer trust. Automation can improve speed, but poor implementation can damage service quality.
8×8 is also pushing AI deeper into workplace systems. 8×8 Pulse makes calls, meetings, emails, and tickets searchable across departments. AI Routing matches customers with suitable experts using interaction history and sentiment.
The company continues building around UCaaS, CCaaS, and CPaaS. Its strategy focuses less on standalone communications tools. Instead, it aims to connect AI, APIs, and customer engagement in one platform.
