Chief Technology Officer, 8x8
Search every verified Bryan Martin interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. Bryan Martin, Chief Technology Officer at 8x8, has been discussing the company's modernization and AI strategy. In September 2023, he stated that 8x8 has moved from four contact center releases per year to "thousands per month," and that the company tracks "zero customer found defects" daily. He described an AI partnership ecosystem, noting that 8x8 chose a launch partner with Cognitive and has 15 AI ecosystem partners, and that the company uses OpenAI's Whisper product for transcription and translation services. Martin said the company's "Communications for the customer obsessed" brand campaign reflects a focus on modernized systems, adding that "to deliver the things we're going to talk about in the contact center applications, you have to be modernized; you can't do this stuff on outdated systems." In earlier appearances, Martin discussed 8x8's open communications platform and single-vendor approach, integrating unified communications, contact center, and analytics. He noted that security has been "first and foremost" and that conservative clients like finance and medical are moving to the cloud because they believe it is more secure than on-premise systems. Martin also highlighted the company's profitability and growth, stating in 2012 that 8x8 had been profitable for 13 of the last 14 quarters and generated nearly $9 million in free cash flow. He described the company's evolution from a hardware company to a cloud communications provider, and emphasized the importance of owning underlying technology, with hundreds of patents, to enable seamless user experiences.
“We're out there with a five nines SLA service level agreement with our customers across the entire platform. You know, we weren't able to do that in the old days 20 years ago, pre-public cloud, pre-iPhone.”
“If you're a tech company you don't re-platform yourself every four years; you get a tech debt like no one's business. And to deliver the things we're going to talk about in the contact center applications, you have to be modernized; you can't do this stuff on outdated systems.”
“We're literally doing thousands of contact center releases per month now, compared to four a year not that long ago. We even have a slide showing zero customer found defects, which our CEO Sam looks at every day.”
“We came to the realization that AI had to be a partner ecosystem that we would build. We chose a launch partner with the product we announced today to go deep on an integration that's out of the box with Cognitive.”
“We have 15 AI ecosystem partners and the world will change again. To protect our customers' investment, they want to be on a platform that just adapts, and the only way to do that is to open up that ecosystem with APIs and integration points.”
“Our open AI partnership is not something we drop in marketing because it doesn't really have a feature; it just makes the experience better. For example, we started working with OpenAI's Whisper product for transcription and translation services.”
“The data you get out of a spoken conversation is only as good as the transcript, so having a high-performance transcription service is critical for our AI applications.”
“What excites me the most is hearing the customer panel stories. It makes it worth it knowing we're building stuff that helps people run their business better and be customer obsessed.”
“8x8 is a global provider of cloud communications to businesses of all sizes, from small businesses to Fortune 5 enterprise customers. We provide business phone replacement from the cloud, team chat, SMS, video communications, and contact center solutions that enable working from anywhere on any device.”
“We saw a rapid shift during the pandemic from a third of our users using soft devices to now two-thirds or three-quarters preferring that mode, reflecting the growing importance of cloud-based communication tools.”
“Companies that had already deployed cloud communications before the lockdown didn't miss a beat, even large contact centers switched to work-from-home modes seamlessly overnight, while others with legacy on-premise systems needed quick replacements.”
“8x8 has always evangelized the single vendor approach, integrating unified communications, contact center, analytics, and automations onto a common platform, providing customers with one vendor relationship and one throat to choke.”
“Open communications is super important, especially for larger organizations that want to integrate communications with office automation and CRM systems like Salesforce.com and NetSuite, enabling automation such as automatic call logging and recording.”
“Security has been first and foremost for us in the cloud; rather than taking the easy way out by putting data on-premise behind firewalls, we follow cloud best practices to ensure security, which has become even more important with employees working on devices outside company control.”
“Conservative, security-sensitive clients like finance, medical, and universities are moving to the cloud because they now believe cloud communications is more secure than running systems on-premise part-time.”
This podcast is sponsored by 8x8. Bryan Martin is 8x8's technological visionary, leading the company's drive to patent a range of ...
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Bryan Martin, Chairman & CEO of 8x8, delivers a keynote speech announcing the company's new technology and partnership with Microsoft. LA Convention Center Sept. 17, 2008 www.packet8.net
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