MetriNote – 8×8 Workforce Management Now Free with Contact Center Packages

Author: Layne Haaksma, Senior Research Analyst

What's the news?

November 4, 2025 – 8x8 announced that workforce management (WFM) will now be a standard no-cost feature included with the 8x8 Platform for CX, enabling contact center organizations to forecast, schedule, and staff across voice and digital channels without additional licensing or professional services. Set for release in mid-November, the built-in WFM capability offers real-time visibility, automated forecasting, and agent self-service tools to help contact center organizations improve scheduling accuracy, efficiency, and engagement. Besides the new WFM solution, the 8x8 Platform for CX supports unified communications and AI-driven insights along with contact center capabilities. To meet more complex requirements for WFM, 8x8 offers advanced add-on packages and partner integrations.