8x8, Inc.

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Unified Communications as a Service (UCaaS)unified_communications8x8.com

8x8 is a cloud-based platform combining UCaaS, CCaaS, and CPaaS into one unified system, deployed and administered via a web-based Admin Console. Practitioners configure IVR/call flows, manage ring groups, set up omnichannel contact center routing (voice, email, chat, SMS, WhatsApp, social), and integrate with CRMs like Salesforce and Zendesk. Day-to-day users are contact center agents and supervisors, IT/telecom admins at mid-market and enterprise companies, and developers consuming communication APIs. The platform has a steep configuration learning curve and pricing is entirely quote-based — no public rates since late 2023.

Products

  • 8x8 Workactive

    Cloud PBX and unified communications app providing voice calling, video meetings, team chat, and SMS in a single desktop/mobile client, administered via the 8x8 Admin Console.

  • 8x8 Contact Centeractive

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

  • 8x8 Engageactive

    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).

  • 8x8 CPaaS (Communications APIs)active

    No-code and API-based communications platform supporting programmable SMS, voice calls, video, WhatsApp, Viber, RCS, and other channels for embedding into business applications.

  • 8x8 for Microsoft Teamsactive

    Direct Routing and contact center integration layer that adds 8x8 PSTN calling and contact center capabilities natively inside Microsoft Teams.

  • 8x8 Workforce Management (WFM)active

    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