8×8 Workforce Management is now a standard capability of every 8×8 Contact Center package, allowing organizations to forecast, schedule, and staff across voice and digital channels at no additional cost. 8×8, Inc., a leading global business communications platform provider, is among the first to embed Workforce Management (WFM) directly into its platform as a built-in capability.

Designed to eliminate the complexity of legacy solutions, the new feature begins rolling out in mid-November and deploys quickly – without professional services or complex configuration – accelerating time to value.

Enhanced Visibility, Agility, and Agent Engagement

With 8×8 Workforce Management, organizations can:

• Scale across channels with confidence: Staffing accuracy improves across voice, chat, email, and other digital channels, while service quality and operational efficiency remain high.
• Respond instantly to dynamic needs: With real-time visibility into agent availability and adherence, supervisors can adjust staffing as needed and maintain CX continuity.
• Improve agent engagement and transparency: Agents can access their schedules, track shift changes, and manage availability directly – enhancing satisfaction and reducing administrative friction.
• Streamline operations by eliminating manual processes: Built-in forecasting, reusable shift templates, and intuitive dashboards replace spreadsheets, making scheduling smarter and more strategic.
• Reduce complexity and cost: As a native part of 8×8 Contact Center, Workforce Management eliminates the need for separate applications, professional services, or third-party contracts – delivering a seamless, all-in-one solution.

While many providers sell WFM as a costly and complex add-on, 8×8 includes it as a standard capability of its contact centre solution – introducing a step change in simplicity. With streamlined, self-service procurement, deployment, and configuration, leaders of small and midsize contact centres can adopt and operate WFM quickly and confidently, without relying on time-consuming, expensive professional services.

“With the explosion of digital interactions – with each channel having unique staffing needs – small and mid-sized contact centres struggle to achieve accurate staffing forecasts using the spreadsheet-driven scheduling practices often employed,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “By seamlessly embedding WFM directly into every contact centre license, at no extra charge, 8×8 is removing the growing complexity of building schedules while helping companies cost-effectively elevate CX. 8×8’s new WFM capability also allows agents to access their schedules, track shift changes, and manage availability directly – a win for agents, supervisors and contact centre managers.”

Why This Matters for CX Leaders

As customer interactions expand beyond voice to include chat, email, and social media messaging, workforce planning becomes increasingly complex. Traditional tools and spreadsheets cannot keep pace in real time. And most WFM solutions operate outside the contact centre – requiring separate logins, vendor contracts, manual handoffs and creating disconnected user experiences and data silos.

8×8 Brings It All Together

“Contact centres today are being asked to do more with less – across more channels, with higher customer expectations,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Workforce management has too often been treated like a luxury add-on, leaving the vast majority of contact centres to rely on spreadsheets and workarounds. By embedding 8×8 Workforce Management directly into our platform and making it available at no extra cost, we’re giving every organization access to the real-time agility, insight, and simplicity they need to optimize staffing and improve service quality. It’s about replacing those spreadsheets with purpose-built tools that help teams stay ahead of demand, empower agents, and deliver consistently exceptional experiences – without added cost or complexity.”

Choice, Not Lock-In

Built to meet customers at every stage of workforce maturity, 8×8 enables a simple progression from the included WFM to an advanced, add-on package. As scale and complexity increase, organizations can unlock deeper capabilities or integrate with leading partner solutions – without disruption.

A Platform Built for Progress

8×8 WFM is integrated with the 8×8 Platform for CX, which seamlessly unites contact centre, unified communications, and communication APIs to help organizations connect teams and customers globally. By integrating AI at every layer, the platform empowers CX and IT leaders with the performance, insights, and control they need to staff smarter, respond faster, and deliver lasting business impact.

8×8 Workforce Management will begin rolling out as part of the 8×8 Platform for CX in mid-November. To learn more about 8×8 Contact Center, visit the website.

About 8×8, Inc.

8×8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry’s most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS solutions. The 8×8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders around the world become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.

For additional information, visit www.8×8.com