8×8 and Modica Group have partnered to enhance customer experience (CX) across the Asia-Pacific region with new mobile-first video capabilities. The collaboration integrates 8×8’s Jitsi as a Service (JaaS) into Modica’s OMNI communications platform, allowing businesses to launch secure, high-quality video sessions directly from SMS, WhatsApp, or MMS without requiring users to download apps or switch platforms.
Aman Basra, Director of CPaaS Partnerships at 8×8, said, “Modica is a trusted CPaaS provider across the Asia Pacific, and we’re excited to partner with them to bring seamless, embedded video to their customer experience toolkit. Together, we’re unlocking richer, more flexible ways for businesses to engage their customers in real time.”
Meeting growing demand for mobile-first video CX
The integration is designed to remove friction for both companies and end users. Customers can now start one-click video chats directly from messages, creating faster and more convenient ways to connect. Industries such as financial services, airlines, and the public sector are expected to benefit, as the solution provides face-to-face engagement without delays or app installations.
Stuart Wilson, CEO and founder of Modica Group, highlighted the importance of secure and convenient video: “Our customers want secure, frictionless video – and with 8×8, we can now deliver it, directly within our OMNI platform. This partnership allows us to meet rising demand for mobile-first video CX, while keeping enterprise-grade security and compliance front and centre.”
Real-world use cases already underway
The combined offering is already being piloted with organisations in Australia and New Zealand. Among them is a major government agency trialling video support for real-time citizen assistance. Other potential applications include remote patient assessments in healthcare, insurance claims and field inspections, as well as live technical guidance and support.
By eliminating the need for downloads or additional software, the solution simplifies the process for customers and helps businesses deliver faster service and personal interaction, which can improve satisfaction and problem resolution rates.
Future expansion of the partnership
The collaboration marks the first step in a broader partnership between 8×8 and Modica. Beyond video, the companies plan to integrate and resell additional 8×8 services within Modica’s OMNI platform. These could include programmable voice, enhanced security features, and over-the-top (OTT) communications services to further strengthen Modica’s customer engagement portfolio.
Both companies view this alliance as a way to empower organisations across APAC to innovate how they connect with customers, using technology that is easy to adopt and compliant with enterprise security standards.
