8x8 has added another award to its shelf. The business communications provider has earned Gold in the User Experience Design – Business category at the 2025 London Design Awards for 8x8 Engage, its mobile-first workspace built for customer-facing teams. The win highlights a broader industry shift: CX tools are finally being re-engineered for the way modern teams actually work.

Solving the Fragmented CX Tool Problem

Most service teams operate across chaotic workflows. They bounce between channels, switch devices, and loop in subject-matter experts across billing, HR, IT, and finance. Yet their tools rarely keep up. Disconnected apps slow reaction times, fracture context, and create the kind of inconsistency customers notice immediately.

8x8 Engage tackles that pain head-on. The platform unifies voice, video, SMS, RCS, WhatsApp, Messenger, and Viber into a single, intelligent workflow supported by AI. The design centers on mobility and collaboration, two needs that frontline workers can’t compromise on. The result is a workspace built around speed, clarity, and continuity rather than patchwork communication.

Why the Award Matters

The London User Experience Design Awards prioritizes products that reduce friction and elevate accessibility. Winning Gold in this category signals that 8x8 Engage is not only functional, but also built on thoughtful design decisions that reflect how frontline and expert teams behave in real conditions.

“User experience is a business differentiator,” said Dhwani Soni, Global Vice President of Product Design and User Experience at 8x8. She emphasized that the solution was shaped for both mobile field teams and the experts behind the scenes. By reducing cognitive load and simplifying information flow, 8x8 Engage improves resolution times, strengthens collaboration, and boosts customer satisfaction. In CX, those improvements translate quickly into measurable performance gains.

A Core Pillar of the 8x8 Platform for CX

8x8 Engage sits inside the broader 8x8 Platform for CX, which merges contact centre capabilities, unified communications, and APIs into one scalable ecosystem. This architecture allows organisations to standardise their communication stack, accelerate adoption, and eliminate the operational drag that comes with juggling multiple vendors.

More importantly, it extends consistent workflows to every customer-facing role, even those outside the traditional contact centre. That’s a notable contrast to legacy platforms that often limit advanced tools to agents alone. As industries confront rising customer expectations and shrinking patience, aligning every team around the same communication backbone becomes a strategic advantage.

The Bigger Picture

The recognition for 8x8 Engage arrives at a moment when CX software is being reshaped by user-centric design, AI-powered context, and mobile-native workflows. Competitors across unified communications and contact center software are racing to deliver similar experiences, yet few platforms unify such a wide range of channels without adding operational complexity.

For organisations facing higher service demands with fewer resources, solutions like 8x8 Engage point to a future where UX isn’t a cosmetic feature but a performance driver. When communication flows without friction, teams spend less time hunting for information and more time resolving issues. In today’s market, that efficiency is what customers remember.