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8×8 (NASDAQ: EGHT) has introduced RCS (Rich Communication Services) support for its Contact Center platform, becoming one of the first cloud contact center vendors to natively support this technology. The integration enables organizations to engage in two-way omnichannel communication with enhanced features for customer engagement.
The new RCS Business Messaging (RBM) services allow for rich, branded, and secure customer interactions. RCS is projected to reach 2.5 billion monthly active users by the end of 2024, particularly growing in LATAM and APAC regions.
Key features include:
- Closed-loop two-way communication with AI-powered bots
- Dynamic content sharing (texts, images, videos, carousels)
- Real-time analytics and insights
- Verified sender status and branded content
- Single API support for multiple channels
- Personalized campaign capabilities
8×8 (NASDAQ: EGHT) ha introdotto il supporto per RCS (Rich Communication Services) nella sua piattaforma Contact Center, diventando uno dei primi fornitori di contact center cloud a supportare nativamente questa tecnologia. L’integrazione consente alle organizzazioni di impegnarsi in comunicazioni omnicanale bidirezionali con funzionalità avanzate per il coinvolgimento dei clienti.
I nuovi servizi di RCS Business Messaging (RBM) permettono interazioni con i clienti ricche, brandizzate e sicure. Si prevede che RCS raggiunga 2,5 miliardi di utenti attivi mensili entro la fine del 2024, con una crescita particolare nelle regioni LATAM e APAC.
Le caratteristiche principali includono:
- Comunicazione bidirezionale a ciclo chiuso con bot alimentati da IA
- Condivisione dinamica di contenuti (testi, immagini, video, caroselli)
- Analisi e approfondimenti in tempo reale
- Stato di mittente verificato e contenuti brandizzati
- Supporto API singolo per più canali
- Capacità di campagne personalizzate
8×8 (NASDAQ: EGHT) ha introducido el soporte para RCS (Rich Communication Services) en su plataforma de Contact Center, convirtiéndose en uno de los primeros proveedores de centros de contacto en la nube en admitir esta tecnología de forma nativa. La integración permite a las organizaciones participar en comunicaciones omnicanal bidireccionales con características mejoradas para la interacción con los clientes.
Los nuevos servicios de RCS Business Messaging (RBM) permiten interacciones con los clientes ricas, de marca y seguras. Se proyecta que RCS alcanzará 2.5 mil millones de usuarios activos mensuales para finales de 2024, creciendo especialmente en las regiones de LATAM y APAC.
Las características clave incluyen:
- Comunicación bidireccional en ciclo cerrado con bots impulsados por IA
- Compartición dinámica de contenido (textos, imágenes, videos, carruseles)
- Analíticas e insights en tiempo real
- Estado de remitente verificado y contenido de marca
- Soporte de API única para múltiples canales
- Capacidades de campañas personalizadas
8×8 (NASDAQ: EGHT)는 Contact Center 플랫폼에 RCS(리치 커뮤니케이션 서비스) 지원을 도입하여, 이 기술을 본격적으로 지원하는 최초의 클라우드 컨택트 센터 공급업체 중 하나가 되었습니다. 이 통합은 조직이 고객 참여를 위한 향상된 기능을 통해 양방향 옴니채널 커뮤니케이션을 할 수 있게 합니다.
새로운 RCS 비즈니스 메시징(RBM) 서비스는 풍부하고 브랜드화된 안전한 고객 상호작용을 가능하게 합니다. RCS는 2024년 말까지 25억 명의 월간 활성 사용자에 도달할 것으로 예상됩니다, 특히 LATAM 및 APAC 지역에서 성장할 것입니다.
주요 기능은 다음과 같습니다:
- AI 기반 봇과의 폐쇄 루프 양방향 커뮤니케이션
- 동적 콘텐츠 공유(텍스트, 이미지, 비디오, 캐러셀)
- 실시간 분석 및 통찰력
- 검증된 발신자 상태 및 브랜드 콘텐츠
- 다양한 채널을 위한 단일 API 지원
- 개인화된 캠페인 기능
8×8 (NASDAQ: EGHT) a introduit le support de RCS (Rich Communication Services) pour sa plateforme de centre de contact, devenant l’un des premiers fournisseurs de centres de contact cloud à prendre en charge cette technologie de manière native. L’intégration permet aux organisations de s’engager dans une communication omnicanale bidirectionnelle avec des fonctionnalités améliorées pour l’engagement client.
Les nouveaux services de RCS Business Messaging (RBM) permettent des interactions clients riches, de marque et sécurisées. On prévoit que RCS atteindra 2,5 milliards d’utilisateurs actifs mensuels d’ici fin 2024, avec une croissance particulière dans les régions LATAM et APAC.
Les fonctionnalités clés comprennent :
- Communication bidirectionnelle en boucle fermée avec des bots alimentés par IA
- Partage dynamique de contenu (textes, images, vidéos, carrousels)
- Analyses et insights en temps réel
- Statut d’expéditeur vérifié et contenu de marque
- Support API unique pour plusieurs canaux
- Capacités de campagnes personnalisées
8×8 (NASDAQ: EGHT) hat die Unterstützung von RCS (Rich Communication Services) für seine Contact Center-Plattform eingeführt und gehört damit zu den ersten Cloud-Contact-Center-Anbietern, die diese Technologie nativ unterstützen. Die Integration ermöglicht es Organisationen, in einer bidirektionalen Omnichannel-Kommunikation mit verbesserten Funktionen für die Kundenbindung zu interagieren.
Die neuen RCS Business Messaging (RBM) Dienste ermöglichen reichhaltige, markenbezogene und sichere Kundeninteraktionen. Es wird prognostiziert, dass RCS bis Ende 2024 2,5 Milliarden monatlich aktive Nutzer erreichen wird, insbesondere in den Regionen LATAM und APAC.
Zu den wichtigsten Funktionen gehören:
- Geschlossene bidirektionale Kommunikation mit KI-gesteuerten Bots
- Dynamisches Teilen von Inhalten (Texte, Bilder, Videos, Karussells)
- Echtzeit-Analysen und Einblicke
- Verifiziertes Absender-Status und markenbezogene Inhalte
- Einzelne API-Unterstützung für mehrere Kanäle
- Personalisierte Kampagnenfähigkeiten
8×8’s native integration of RCS (Rich Communication Services) into its Contact Center platform represents a notable technological advancement in customer engagement capabilities. The company positions itself as an early adopter in the CCaaS space by supporting RCS natively when most competitors lack this capability in their omnichannel offerings.
Technically, this integration offers significant advantages over traditional SMS/MMS messaging. Organizations can now leverage rich media experiences including dynamic content, interactive carousels, and clickable CTAs within a secure, branded environment. The verification features address trust concerns that often plague standard messaging channels.
What’s particularly valuable is the unified approach through 8×8’s single API architecture, allowing businesses to manage RCS alongside other digital channels (SMS, WhatsApp, Viber) through one integration point. This significantly reduces implementation complexity while maintaining context across customer touchpoints.
The timing aligns with RCS’s accelerating adoption curve, with an estimated 2.5 billion monthly active users projected by year-end. With strong growth in LATAM and APAC regions, 8×8 is positioning to capture market share as enterprises seek more engaging customer communication tools.
While impressive technically, the competitive advantage window may be as larger CCaaS providers will likely develop similar capabilities. The real differentiator will be how seamlessly 8×8 integrates this into existing workflows and whether it can maintain its early-mover position with continued innovation in this space.
8×8’s introduction of RCS support represents a strategic product enhancement that addresses growing demand for richer customer engagement channels. By integrating RCS capabilities into its Contact Center platform, 8×8 is attempting to differentiate in the competitive CCaaS market where feature parity often limits sustainable advantages.
This move aligns with broader industry trends toward unified, omnichannel customer experiences. The closed-loop communication capability could provide tangible operational benefits for enterprise customers through reduced resolution times and enhanced personalization.
From a competitive standpoint, being among the first contact center vendors with native RCS support creates a temporary window of opportunity for 8×8 to showcase innovation leadership. However, the press release lacks specifics on how this feature will be monetized – whether as a premium add-on or included in existing packages, which leaves questions about revenue impact.
For 8×8’s target customers, particularly in retail, financial services and other consumer-facing industries, the ability to leverage verified branded messaging with interactive elements could meaningfully improve customer engagement metrics. The real value proposition lies in reducing friction between outbound marketing efforts and inbound support interactions.
While this enhancement strengthens 8×8’s product portfolio, investors should note the cautionary language about forward-looking statements. Without specific adoption projections or pricing details, it’s difficult to quantify the near-term financial impact this feature will have on the company’s
8×8 Enables Organizations to Deliver Rich, Trusted Customer Experiences with support for RCS
Additionally, 8×8 is launching new RCS Business Messaging (RBM) services to help organizations tap into more engaging RCS messaging for branded, secure customer interactions. With RBM services and an RCS-enabled 8×8 Contact Center, organizations can now utilize comprehensive in-bound and outbound messaging leveraging RCS, one of the fastest growing messaging services globally with an estimated 2.5 billion monthly active users at the end of 2024.
“RCS is growing very quickly, especially in LATAM and APAC, but also in the US. The devices are ready, and most markets support RCS today or will later this year,” said Dave Michels, an industry analyst at TalkingPointz. “Many customers and brands prefer digital channels, but SMS is too limiting. RBM is already becoming a preferred channel for outbound brand communications, but receiving replies and new RCS engagements has been difficult. Most CCaaS providers do not support RCS as part of their so-called omnichannel offering. 8×8 customers are among the first to enjoy the effectiveness of RBM coupled with a powerful RCS-enabled omnichannel CCaaS from a single provider.”
Now offering a powerful and comprehensive RCS solution via 8×8 Contact Center and 8×8 CPaaS APIs, the 8×8 Platform for CX provides organizations with a flexible, cost-effective omnichannel messaging capability that is solution agnostic and adapts to the business’ and customers’ preference. Businesses can engage in trusted two-way, omnichannel interactions with customers with all context tracked across all touchpoints, and also deliver a dynamic, rich-media experience that goes beyond traditional SMS and MMS.
Key features and benefits of RCS support include:
8×8 Contact Center enables organizations to engage in trusted two-way, omnichannel communication with customers with all context tracked across all touchpoints. For example, in retail, an agent or salesperson using RCS can proactively reach out to customers about new promotions, providing product images and videos and an option to buy now or schedule an appointment to learn more. Based on the response, either a bot can handle the two-way RCS interaction and/or it can transition to an agent via 8×8 Contact Center. Real-time insights on the customer’s history, sentiment and across the entire interaction allows organizations to deliver a consistent, personalized experience and resolve issues faster.
When coupled with 8×8 CPaaS APIs, RCS enhances proactive customer communication making it personalized and engaging through the use of photos, videos, and interactive content – without the need for an additional app. For example, if a customer messages a brand ‘Where’s my order?’, instead of a basic SMS response with a tracking number, organizations can use RCS to send a rich interactive message with a live map to track the order and buttons to reschedule the delivery, call an agent for help or even apply a coupon to purchase a complementary product or service. These enhanced messaging capabilities provide a more engaging and secure experience for both businesses and customers.
“Customers today expect hyper-personalization because they’re constantly interacting with brands that remember their preferences, anticipate their needs, and provide seamless experiences,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “At 8×8, we are supporting this shift to interactive, engaging customer experiences by expanding the level of personalized engagement that is available across our solutions. However an organization interacts with their customers, with RCS support for the 8×8 Platform for CX they are empowered to provide the next level of trusted, personalized and rich experiences that their customers expect, driving customer satisfaction and business growth.”
8×8 Contact Center and 8×8 CPaaS APIs are core components of the 8×8 Platform for CX which seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally, empowering CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
Read 8×8’s Ultimate Guide to RCS Business Messaging to learn more.
Caution Concerning Forward-Looking Statements
This press release may contain forward-looking statements regarding 8×8 product support for RCS and RBM capabilities. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8×8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8×8 undertakes no obligation to update any forward-looking statements.
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 APIs. 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 become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8×8.com, or follow 8×8 on LinkedIn, X, and Facebook.
Copyright 8×8, Inc. 8×8® is a trademark of 8×8, Inc. All rights reserved.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250402673204/en/
8×8, Inc. Contacts:
Media:
PR@8×8.com
Investor Relations:
Investor.Relations@8×8.com
Source: 8×8, Inc.
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