Synthflow AI & 8x8 Partner to Bring Agentic AI Contact Centre Automation
- Tim Banting
- 3 days ago
- 2 min read
8x8 and Synthflow AI have launched a strategic partnership to integrate low-latency "agentic" AI into global contact centres, targeting the $54 billion voice AI market.
The collaboration embeds Synthflow’s AI agents directly into the 8x8 Contact Center platform. The move is designed to replace legacy point solutions with autonomous assistants capable of handling complex customer interactions across voice and digital channels without requiring developer intervention.
What: Agentic AI Contact Centre Automation
The partnership arrives as the global voice AI market is projected to reach $54 billion by 2033. For 8x8, a NASDAQ-listed provider of unified communications, this represents a shift toward agentic AI contact centre automation: systems that don't just follow scripts but can reason, remember, and handle interruptions like a human agent.
This reflects a broader trend in the CX (Customer Experience) industry where enterprises are moving away from traditional IVR (Interactive Voice Response) systems.
Recent comparable developments include the surge in "no-code" AI deployments, where businesses seek to deploy sophisticated automation without long implementation cycles or specialised engineering talent.
By integrating Synthflow, 8x8 is positioning itself against competitors by offering:
Scale and Speed: Replacing complex, legacy setups with agile AI that can be deployed via an App Store model.
Global Reach: Supporting over 30 languages to cater to 8x8’s international enterprise client base.
Revenue Opportunities: The deal includes a future roadmap for 8x8 and its channel partners to resell Synthflow directly, specifically targeting the small and medium business (SMB) segments.
Capabilities & Limitations
Capabilities
Low Latency Interaction: Delivers natural conversations with advanced interruption handling and memory to maintain context during customer queries.
No-Code Implementation: Enables businesses to set up and deploy AI answering assistants without the need for internal developer support.
Multilingual Support: Provides automated self-service and agent support in more than 30 languages across voice and chat.
Limitations
Integration Scope: While integrated into the 8x8 platform, full direct resale and SMB App Store availability are listed as future roadmap initiatives rather than immediate features.
Human-AI Handoff: The effectiveness of the system relies on the seamless transition between AI and human agents, which remains a primary challenge for complex, high-emotion support cases.
Signals to Watch
Resale Performance: Watch for the launch of the direct resale programme to see if 8x8’s channel partners can successfully move AI agents into the mid-market and SMB sectors.
Containment Rates: Monitor whether the "agentic" capabilities significantly increase the percentage of calls resolved entirely by AI (containment) compared to traditional automated systems.
Interoperability: Observe if this partnership leads to tighter technical integrations with other CX tools in the 8x8 ecosystem, such as CPaaS and Unified Communications.
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