8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations.
Core Features & Functionality include:
Omnichannel Routing
Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater.
Blended interactions with individual agents handling up to 13 interactions at once.
Web chat with real-time translation and customizable agent avatars.
Email routing and templates.
Co-browsing and secure payment handling via SMS or email.
Agent and Supervisor Workspaces
Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling.
Embedded softphone with customizable ringtones per channel.
Support for Microsoft Teams chat and presence sync.
Transfer calls to external contacts and queues.
Intelligent routing, wrap-up codes, and campaign call handling.
Real-time queue and agent monitoring for supervisors.
Mobile supervisor app for oversight on the go.
Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more.
Customizable drag-and-drop widgets to tailor the workspace experience.
AI & Automation
Native and third-party AI (custom LLMs supported).
AI summaries (real-time voice summarizations and post-call).
Intelligent Customer Assistant (voice + digital self service).
AI voice directory, predictive AI dialer.
Real-time chat and text-to-speech translation.
Queue, Agent & Call Management
Queued callback, skills-based routing, CRM data-based routing.
Direct Agent Routing (DAR), warm/cold transfer, whisper messages.
Answer Machine Detection (AMD), call dispositioning, recording access.
Channel setup (voice, SMS, chat, email, social).
Agent roles, groups, schedules, whisper messages.
Enhanced scripting (IVR, chat, email), callbacks, surveys.
Campaign & Dialing Tools
8x8 Auto Dialer: predictive, progressive, preview modes.
Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers.
Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD).
CRM Integrations
Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite.
Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management.
8x8 Native CRM to manage customers, cases, follow-ups, and tasks.
Auto-log interactions, use API for external access.
Reporting & Analytics
Unified dashboards, real-time KPIs, interaction journey visualizations across channels.
Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more.
Exportable metrics, SLA tracking, historical interaction access.
Security & Compliance
IP whitelisting, granular admin roles.
OAuth2 for email, SSO with ADFS and Azure AD.
Payment Card Industry Compliance
Meeting and Call Recording Storage
E911/999 Emergency Services
Privacy Compliance
W3C Web Content Accessibility Guidelines (WCAG)
STIR/SHAKEN Compliance
Health Insurance Portability and Accountability Act (HIPAA)
Strategic Partner Integrations
SpinSci for Healthcare
Patient Assist:
Real-time EHR integration, screen pop, context-aware routing.
Prebuilt workflows for authentication, reporting, click-to-call.
Omnichannel support with SSO.
Patient Engage:
Appointment scheduling, refill requests, bill pay, surveys.
PCI support, multi-language, and password reset functionality.
MNET for Financial Services
CoreAccess+:
Real-time core banking system access.
Secure funds transfer, fraud alerts, screen pop authentication.
CRM/workflow integration with no PII storage.
Regal.io for Advanced Outbound Campaigns
Behavior-based outreach triggers.
Predictive dialing and personalized agent experiences.
Integration with journey/CRM data for unified analytics.
CallCabinet for Compliant Call Recording
Compliant call recording for for voice, video and screen sharing
Unlimited audio storage and 256-bit AES rotating encryption
Advanced playback & tagging
Cloud, hybrid, premise deployments
Average Rating: 4.1/5.0
Total Reviews: 247
Who Is the Company Behind 8x8 Contact Center?
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Seller: 8x8
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Company Website:
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Year Founded: 1987
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HQ Location: San Jose, CA
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Twitter: @8x8
11,056 Twitter followers
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LinkedIn® Page: www.linkedin.com
2,846 employees on LinkedIn®
Who Uses This Product?
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Who Uses This: Operations Manager
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Top Industries: Financial Services, Information Technology and Services
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Company Size: 54% Medium, 37% Small
What Do G2 Reviewers Say About 8x8 Contact Center?
AI-generated summary from verified user reviews
Pros
- Users commend the ease of use of 8x8 Contact Center, highlighting its user-friendly features and accessible support.
- Users value the knowledgeable and friendly support at 8x8 Contact Center, enhancing their overall experience and problem-solving.
- Users value the knowledgeable and friendly customer support at 8x8 Contact Center, enhancing the overall experience.
- Users praise the user-friendly interface of 8x8, facilitating seamless communication and support for their teams.
- Users value the efficiency of 8x8 Contact Center, enabling seamless communication and effective client service for teams.
Cons
- Users express frustration over missing features like custom report grouping and automated scheduling visibility in 8x8 Contact Center.
- Users experience poor customer support, highlighted by long wait times and unhelpful assistance during crucial moments.
- Users express frustration with call transfer limitations within the 8x8 Contact Center, complicating communication efficiency.
- Users find the complexity of 8x8 Contact Center overwhelming, especially with administration and licensing challenges complicating usage.
- Users face integration issues with 8x8 Contact Center, complicating workflows and requiring multiple platforms for data management.
What Are G2 Users Discussing About 8x8 Contact Center?
