8x8 Contact Center

8x8 Contact Center is a cloud-based 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 CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports 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. Its 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 support, 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, and voicemails.

• 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