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complete, agile
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Increase agent productivity while
enhancing the customer experience.

8x8 Virtual Contact Center Features

Contact Center

Audio Production Store

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.

Skills-based Routing

Skills-based routing matches callers with the call center agents who can meet their needs. Learn more about skills-based routing.

IVR

Quickly connect callers with agents and streamline customer flow with the 8x8 Interactive Voice Response (IVR) feature. Learn more about the IVR.

Queued Callback

Eliminate long hold times. Queued callback 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.

Personal Agent Connect

Build stronger relationships between customers and agents with Personal Agent Connect.  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 Personal Agent Connect.

Virtual Contact Center Analytics

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.

Supervisor / Agent Tools

Agent Console

With 8x8 Agent Console your agents are able to provide the fastest and most efficient service to your customers on any channel, all from the same, easy-to-learn and efficient-to-use interface. Learn more about 8x8 Agent Console.

Agent Supervisor 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.
CTI

CTI (computer-telephony integration) “pops” the caller’s information to the agent’s screen as the call comes in so the agent can provide more efficient, personalized service and fast resolution. Learn more about CTI.

FAQ Knowledgebase

An FAQ knowledgebase turns every agent into an expert and ensures customers receive accurate, consistent information. Learn about the FAQ Knowlegebase.

Multi-Channel

Multi-Channel

Telephony, email, or web chat channels, all in one application. Learn more about multi-channel contact centers.

Web Callback
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.
Co-browsing

Increase sales and reduce customer frustration by offering a helping hand on your web page with 8x8’s Co-browsing feature. Learn more.

Proactive Chat

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 need, while your sales teams engage with high-value prospects. Learn about Proactive Chat.

Reporting and Monitoring

Virtual Contact Center Analytics

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.

Real-Time Monitoring

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.

Virtual Contact Center Call Recording

On-demand or random call recordings help in coaching agents. It’s easy to manage recordings management and retrieval with call center call recording.

Historical Reporting

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.

Post-Call Survey

Capture the voice of the customer with 8x8’s native post-call survey application. Learn more about Post-call Survey.

Customer Experience

Virtual Contact Center Customer Experience is a ground-breaking analytical tool providing unprecedented levels of visibility into customer interactions and IVR usage. Learn about Customer Experience.

CRM Integrations

Salesforce 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.

Zendesk Integration

Now every organization can radically improve how it serves its customers. Zendesk and 8x8 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.

NetSuite Integration

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.

Hosted Microsoft Dynamics Integration

8x8 Virtual Contact Center is a powerful contact center platform that offers pre-built integration with hosted Microsoft Dynamics.

8x8 CRM

The 8x8 Customer Relationship Management (CRM) solution is perfect for organizations that do not already have one. Learn more about the 8x8 CRM feature.

Disaster Recovery

Contact Center Continuity

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

Quality Management

Your agents are your front line to your customers. When agents don’t perform, you hurt your customer relationships. See how 8x8’s Virtual Contact Center with Quality Management maximizes agent efficiency and productivity.  Learn more about Contact Center Quality Management

Workforce 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.

Expert Connect

Improve first contact resolution with Expert Connect. Connect your agents with experts across the company with shared presence, chat, click-to-call dialing and easy transfers. Learn more about Expert Connect.

8x8 Webinars

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Learn from 8x8 experts and industry leaders how global cloud solutions from 8x8 can help your business and improve your customer service, all while saving you money and time.

Make the Right Decision

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8 Critical Questions to Ask about Cloud-based Contact Center Technology.

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