8x8 Contact Center
8x8 Contact Center is a cloud-based omnichannel contact center platform that combines voice, chat, email, SMS, and social media routing with unified communications.
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Our verdict
Who it's for
Cloud contact center with UCaaS
Who should look elsewhere
Contact center pricing is quote-based and not transparent
Pros
- +Industry-leading 99.999% financially backed uptime SLA
- +Unified UCaaS and CCaaS on a single platform
- +Comprehensive AI-powered analytics and quality management
- +Global reach with local numbers in 100+ countries
- +Strong integration ecosystem with major CRM and helpdesk tools
Cons
- −Contact center pricing is quote-based and not transparent
- −Multi-year contracts often required for best pricing
- −Advanced features like WFM and speech analytics are add-on modules
- −Interface can feel complex for smaller teams
- −Onboarding and setup can take weeks for full deployment
Key features
- ✓Omnichannel routing for voice, chat, email, SMS, and social media
- ✓AI-powered intelligent IVR and virtual agent
- ✓Skills-based and queue-based call routing
- ✓Workforce management and agent scheduling
- ✓Quality management with call recording and scoring
- ✓Speech and text analytics with sentiment detection
- ✓Real-time and historical reporting dashboards
- ✓CRM integrations with Salesforce, Zendesk, and Microsoft Dynamics
- ✓Unified communications with video meetings and team messaging
- ✓Supervisor workspace with live monitoring and coaching tools
Pricing
No public pricing plans recorded.