8x8 Contact Center

Fresh

by 8x8, Inc.

Omnichannel ACD/IVR routing, agent desktop, supervisor real-time monitoring, workforce engagement management, interaction analytics, and AI-assisted agent guidance across voice, email, chat, SMS, WhatsApp, and social channelsRunning inbound/outbound contact center operations at scale, for contact center managers and IT teams who need to staff, route, monitor, and analyze agent interactions across multiple digital channels from a single platformFree tier

Omnichannel cloud contact center platform with AI-powered agent and supervisor workspaces, skills-based routing, IVR, outbound dialing, WFM, and quality management.

Features

Omnichannel Routing (voice, email, chat, SMS, WhatsApp, social)paid onlyAI-Powered Agent Assist & Interaction Summariespaid onlyCustomer 360 in Agent Workspacepaid onlyIntelligent Customer Assistant (ICA) — AI self-service IVRenterprise onlySupervisor Workspace with Real-Time Wallboardspaid onlyAnalytics for Contact Centerpaid onlyWorkforce Management (forecasting & scheduling)paid onlyCall Recording with User-Controlled Modepaid onlySecure Pay (PCI-compliant payment processing in contact center)enterprise onlyMicrosoft Teams Integration (Direct Routing + CC)paid onlyCRM Integrations (Salesforce, Zendesk, NetSuite, Zoho)paid onlyWhatsApp Flows (interactive in-chat forms/menus)paid onlyProactive Outreach / Bulk SMS & WhatsApp Campaignspaid onlyAI Speech Analytics & Transcriptionenterprise onlyMandatory MFA (8x8 Authentication)all plansSAML SSO / MDM/MAM Integrationenterprise onlyMeeting Whiteboardingpaid onlyCall Barge / Monitor / Whisperpaid onlyCallflows API (custom IVR/number masking)paid onlyOmni Shield Fraud Detection (messaging traffic anomalies)paid only

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