8x8 Engage

Fresh

by 8x8, Inc.

Call queue management, inbound routing, AI interaction summarization, and video elevation for distributed frontline teams outside the traditional contact centerGiving customer-facing employees who are not formal contact center agents (retail staff, field reps, clinicians) structured call handling and CX visibility without a full CCaaS licenseFree tier

Lightweight customer engagement tool that extends contact-center-grade queue management, call handling, and AI summaries to non-contact-center customer-facing teams (e.g., field sales, retail, healthcare).

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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