8×8, Inc. a leading global business communications platform provider, has introduced 8×8 Resolve, a mobile-first critical communications and incident management solution purpose-built to reach deskless and distributed workers. The solution addresses a persistent gap that many traditional enterprise communication tools have struggled to solve: reliably notifying, tracking, and coordinating the warehouse staff, retail associates, field technicians, and healthcare aides who, according to a report from The Josh Bersin Company, make up an estimated 70% of the global workforce and who are typically the last to know when something goes wrong.
8×8 Resolve delivers alerts simultaneously across SMS, voice, WhatsApp, and the 8×8 Work mobile app, with no corporate email address, device, or app login required. When a critical event occurs, the solution is designed to automatically escalate across channels until each recipient acknowledges. Every event automatically generates a detailed, exportable communication log, giving incident responders, crisis management teams, HR, BCDR, compliance, and every stakeholder involved a complete, auditable record of every interaction. And when the dust settles, that same log becomes an invaluable resource for post-incident review and operational improvement.
The gap most tools miss
When a critical event strikes, a system outage, a safety incident, a building evacuation, most operations and incident managers discover that their communication stack fails them at exactly the wrong moment. Email rarely reaches the floor. Most messaging apps are built for desk workers. Manual call trees break down under pressure. Consumer WhatsApp groups offer limited audit trail capability and limited corporate oversight.
The workers most affected, those without a company-issued device or corporate identity in IT systems, are effectively unreachable through standard enterprise tools. 8×8 Resolve is designed specifically to reach these corporate digital orphans.
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“We’ve spent decades over-tooling the C-suite while leaving the frontline to rot in a mess of manual call trees and ignored emails. In a world of infinite noise, messaging is one of the most effective things that actually moves the needle. By the time an email is read, the crisis has already evolved,” said Dave Michels, Principal Analyst and Founder at TalkingPointz. “8×8 Resolve stops treating the deskless workforce like an afterthought, using the channels they actually check, SMS, and WhatsApp, to turn chaotic disruptions into orchestrated, audited responses.”
How 8×8 Resolve works
8×8 Resolve covers the full incident lifecycle: detection, notification, acknowledgment, escalation, and resolution, in a single solution.
- Broad employee reach: Alerts can go simultaneously across SMS, voice, WhatsApp, and the 8×8 Work mobile app. Workers without a corporate email address, company device, or app login can be reached on the phone they already carry.
- Automated escalation: When a message goes unread, 8×8 Resolve is designed to cascade to the next channel until acknowledgment is confirmed.
- Set it up once: Workflows trigger automatically via webhook or schedule, and recipient lists stay current through native sync with Microsoft Entra ID, Google Workspace, Okta, and Workday, no manual maintenance required.
- Employees as incident sensors: Conversational AI lets employees report incidents via SMS or WhatsApp. Structured data is captured without a separate app, form, or training.
- Exportable communication log: Every event automatically captures a full record of who was notified, on which channel, and when they responded, giving incident responders, crisis management teams, HR, BCDR, and compliance stakeholders a ready-made audit trail that eliminates post-incident reconstruction and supports operational review.
- Built for resilience: 8×8 Resolve operates independently of corporate email and is designed to remain available when other primary systems go down.
Who it’s for
8×8 Resolve is built for incident and operations managers, IT leaders, and business continuity, safety, and compliance teams at mid-market and enterprise organizations, across healthcare, retail, education, utilities, logistics, and manufacturing. In regulated industries, documented notification trails aren’t optional, and many current tools may not fully meet that requirement. “Despite an increase in enterprise risk management (ERM) ownership of business continuity management (BCM), rising from 23% in 2020 to 29% in 2025, an alarming 62% of heads of ERM admit that their current BCM plans fail to adequately prepare their organizations for potential disruptions,” according to the Gartner® 2025 Resource Guide to Effective Business Continuity Management report1.
“Too many critical events still end with someone asking who got the message and who didn’t,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “8×8 Resolve answers that question before it’s asked. It is designed to reach every employee on whatever channel they are reachable on, escalates automatically until acknowledgment is confirmed, and produces a complete record of every step. From first alert to confirmed resolution, in one platform. For businesses with distributed or deskless workforces, that’s the difference between managing an incident and being managed by one.”
SOURCE: Businesswire