8x8 extends Secure Pay for global digital payments

8x8 has expanded the availability of its Secure Pay product worldwide, positioning the payments feature set as part of its customer experience platform for organisations that collect payments across digital service channels.

Secure Pay sits within the 8x8 Platform for CX and targets payment collection workflows that often run through contact centres and customer service teams. 8x8 says the product addresses payment links, IVR-based payment flows and digital interactions where customers want to complete a transaction without waiting for an agent.

The company said organisations can use Secure Pay across channels including SMS, email, chatbots and interactive voice response systems. The expansion gives 8x8 a broader footprint for the product in sectors where recurring payments and arrears management form a significant part of customer contact volumes.

Digital payments

8x8 describes Secure Pay as a unified payments solution for compliant payment handling. It places the product in the context of servicing customers who want to pay through familiar channels rather than switching into a phone queue.

The product includes secure payment links and support for digital wallets, card payments and IVR-based payment journeys. It also includes a handover option to a live agent. 8x8 said the handover keeps context between channels and agent interactions.

For customer service operations, the company frames this as a route to fewer payment-related calls and less agent time spent on routine payment collection. It also points to the role of outbound messaging as a way to reach customers earlier in a collections cycle.

Automation bundle

8x8 ties Secure Pay to other parts of its CX platform, including Proactive Outreach and Intelligent Customer Assistant. The company positions the combination around automated outreach and conversational AI in customer interactions.

8x8 said Proactive Outreach can send secure payment reminders across multiple channels. The company said the same workflow can move from notifications through to payment completion, depending on the customer's chosen channel.

Secure Pay also sits within a broader push by contact centre suppliers to shift payments and account servicing from agent-led calls to digital self-service, often supported by automation and AI in customer interactions. For many companies, payment collection has become part of customer experience strategies, particularly when billing queries, payment plan discussions and collections activity share the same service infrastructure.

Compliance focus

8x8 said Secure Pay includes processes aligned with PCI DSS requirements. The company said the approach removes sensitive data from agent handling during payment interactions.

This puts the product into a long-running category of contact centre payment tools designed around secure capture, tokenisation and reduction of card data exposure. The shift towards digital channels has increased scrutiny on how payment data moves through messaging and automated flows, especially when chat and text-based interactions become part of service operations.

"Organisations shouldn't have to choose between efficiency and customer experience," said Hunter Middleton, Chief Product Officer, 8x8. "By combining proactive outreach, conversational AI, and secure, automated payments, businesses can reduce agent workload, speed up collections, and make payment interactions easier for customers."

Industry reach

8x8 said Secure Pay now supports global deployments and targets industries including retail, utilities, transportation, manufacturing and financial services. Those sectors often rely on high-volume customer contact for billing and account servicing, and they increasingly use messaging and automated interactions to manage demand and reduce inbound call volumes.

The company said Secure Pay works through packaged deployment and configured workflows within the 8x8 Platform for CX. It said organisations can use the product to reduce repetitive payment-related tasks and expand the range of payment methods available to customers.

8x8's wider platform combines contact centre software, unified communications and communications platform as a service tools. The company has increased its focus on AI features within the platform in recent product messaging, including conversational interfaces and automated customer journeys.

The global expansion of Secure Pay places 8x8 into a competitive segment that includes contact centre providers, CPaaS vendors and specialist payment security firms. Buyers in this area often weigh payment completion rates, the ability to run outreach across channels, and the controls needed for regulated handling of cardholder data.

8x8 said Secure Pay is available through the 8x8 Platform for CX.