8X8 - Cloud Contact Centre

8x8 Virtual Contact Center Features

Contact Center

Skills-based routing matches callers with the call center agents who can meet their needs. Learn more about skills-based routing.
Quickly connect callers with agents and streamline customer flow with the 8x8 Interactive Voice Response (IVR) feature. Learn more about the IVR.
Professional, affordable voice recording services for your auto attendant or IVR. From telephone prompts to voicemail and message on-hold recordings, make sure your business presents a consistent, professional voice for your clients and customers. Visit the Audio Production Store.
Eliminate long hold times. Virtual Queue?lets waiting callers opt out of the hold queue without losing their place in line, and receive a callback as soon as?an agent becomes available.
Build stronger relationships between customers and agents with Direct Agent Routing. ?Agents can provide a direct phone number to a customer allowing them close sales and resolve support tickets more quickly, with higher success rates. The feature can also be used to automatically?connect?callers with the agent they last spoke to, boosting customer satisfaction and?accelerating?ticket close rates. Learn about Direct Agent Routing.


Telephony, email, or web chat channels, all in one application. Learn more about multi-channel contact centers.
Selectively extend chat to your most important web visitors while balancing the existing demands on your service organization. Customers appreciate the attention during their time of ne
Most customers start their interactions with you on the web. With Web Callback your?customers can get access to the people who can help them with the touch of a button?without having to wait on hold.?Learn more about Web Callback.
Conversocial and 8x8 have partnered?to offer the best customer support and social media reporting and response available today. With 8x8 and Conversocial you can not only have a presence in the social sphere, ?but you can also improve the customer and the agent?s experience by providing a fully connected customer experience.?Learn more about?social media customer service with Conversocial.
Give agents a powerful support tool by allowing them to remotely control customer desktops with desktop sharing.Co-browsing
Increase sales and reduce customer frustration by offering a helping hand on your web page with 8x8?s Co-browsing feature.

CRM Integrations

8x8 and NetSuite have partnered to provide a cloud-based integration that combines the strengths of the two products out-of-the-box. Instead of requiring months of integration services, start serving your customers better in days! Learn more about 8x8 / NetSuite integration.
Get the most out of your Salesforce CRM with built-in integration with 8x8 Virtual Contact Center. Screen pops deliver calls and other interactions with the appropriate contact information and you can automatically dial calls by clicking on the contact?s number in salesforce. Learn more about Salesforce Integration.
Now every organization can radically improve how it serves its customers. Zendesk and 8?8 have leveraged the power of the cloud to make great customer service simple. Learn how 8x8 Virtual Contact Center?s built-in Zendesk integration can help your business grow.
The 8x8 Customer Relationship Management (CRM) solution is perfect for organizations that do not already have one. Learn more about the 8x8 CRM?feature.
8x8 Virtual Contact Center is a powerful contact center platform that offers pre-built integration with hosted Microsoft Dynamics.
8x8 Virtual Contact Center?seamlessly integrates with Zoho to improve the quality of customer interactions and streamline agent productivity.

Supervisor / Agent Tools

Stay on top of everything with role-based supervisor tools that help you plan, monitor, react and control every important metric in your contact center. based on their permissions. Learn more about Agent Supervisor Tools.
An FAQ knowledgebase?turns every agent into an expert and ensures customers receive accurate, consistent information. Learn about the FAQ Knowlegebase.

Reporting and Monitoring

On-demand or random call recordings help in coaching agents. It?s easy to manage recordings management and retrieval with call center call recording.
Stay on top of everything with real-time monitoring of your contact center. 8x8 Virtual Contact Center software monitors real-time contact center statistics including queue information, interactions in progress, agent stats and other key performance indicators (KPIs). Learn more about Real-time Monitoring.
Spot trends fast with 8x8 Virtual Contact Center Analytics. See how your customers are being served across all channels and in different areas of the business, and learn how your agents are performing against critical metrics. Learn more about analytics.
Spot trends fast with 8x8 Virtual Contact Center historical reporting. Optimize agent performance and improve contact center operations by giving call center managers the information they need to make smart business decisions. Learn more about Historical Reporting.

Disaster Recovery

Duplicate your operations with fast and easy failover. Available as a companion service to 8x8 Virtual Contact Center or a back up service for your premises-based call center solution. Learn about the Call Center Continuity feature.

Workforce Optimization

Your agents are your front line to your customers. When agents don?t perform you hurt your customer relationships.Learn about 8x8 Virtual Contact Center and quality management through our tight integration with KnoahSoft workforce management software. Learn more about Contact Center Quality Management
8x8 and Teleopti have combined their best-of-breed solutions to help you better serve your customers and control contact center costs through powerful forecasting, scheduling and reporting capabilities. Learn how to improve staffing efficiencies and more with 8x8 and Teleopti workforce management.