8x8 Workforce Management (WFM)

Fresh

by 8x8, Inc.

Contact center workforce forecasting, schedule generation, shift management, and real-time adherence monitoringContact center workforce planners who need to forecast call volumes, build agent schedules, and track real-time adherence without purchasing a standalone WFM toolFree tier

Forecasting, scheduling, and shift management tool for contact center teams, now bundled at no additional cost with all 8x8 Contact Center packages.

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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