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Backed By 8x8 Contact Center
An omnichannel contact center platform powered by AI.
8x8 Contact Center is an AI-powered, omnichannel solution that simplifies contact center operations and enhances customer experiences by providing intelligent tools for personalized service.
Personalized service through AI tools
Streamlined contact center operations
Manage interactions across multiple channels
Consistent customer experience
Intelligent tools for efficient service
Reduced operational costs
Data-driven decision making
Understand customer needs and preferences
Adapt to changing demand
Support business growth
Core CCaaS features
Voice, Video, Chat, AI-driven insights for expert workers outside the CC
VoIP, messaging, video meetings, contact management
Omnichannel Skills-Based Routing (voice, chat, email, SMS, social, video)
Agent and Supervisor Workspaces (single pane of glass)
Voice and Screen Recording (for Quality Management/QM)
Intelligent Customer Assistant (AI-enabled self-service)
Outbound Campaigns (Auto Dialer: preview, progressive, predictive)
XCaaS platform with UCaaS and CCaaS on a single backend.
.999% SLA is critical).
ed VoIP/CCaaS solutions.
ts (overage and metered minute charges).
Unify Contact Center and Unified Communications (UCaaS) on a single platform (XCaaS) with a financially backed 99.999% SLA, delivering a robust, secure, and AI-enhanced customer and employee experience.
Public pricing transparency has been eliminated (as of late 2023), moving to a sales-led, quote-based approach. Complexity/difficulty of setup and cancellation (user-reported issue on competing blogs). Feature rollout delays observed by market analysts (GlobalData). Call API has limitations (cannot monitor, mute, transfer, or control recording/conferencing). Voicemail cannot be entirely disabled for Contact Center calls (requires Admin Console delay configuration).