Unified Communicationslink to this section
Voice & Telephonylink to this section
Unlimited global calling for UC phone
Call freely up to 48 countries without additional long-distance charges (excluding mobile, special, and premium numbers for certain countries).
Tier 1 phone number and extension
Utilize a dedicated DID (direct inward dialing) number for each extension. DIDs and toll-free numbers are available for over 100 countries.
HD quality voice
Ensure crisp connectivity leveraging a guaranteed voice quality score.
Unlimited internet fax
Send and receive online faxes.
Secure voice calls (TLS and SRTP)
Protect calls from eavesdropping with TLS/SRTP secure voice encryption.
Financially backed end-to-end SLA
The 8x8 Platform for CX ensures secure, global service delivery with four levels of redundancy, backed by a 99.999% uptime SLA across both UCaaS and CCaaS.
IP agnostic access
Connect over any IP network connection through patented access technology.
PSTN access
8x8 works with 25+ PSTN carriers to provide global coverage and redundancy.
Geo routing
Patented automatic localized signaling and voice routing to reduce latency and improve end-user experience.
Voicemail with transcription
View and listen to recordings on your desk phone, computer, or mobile device. Voicemails are transcribed to text and sent via email.
UC call recording
Record incoming and outgoing calls. Playback, download, or delete recordings.
Web browser click-to-dial
Click any phone number on a webpage to instantly make calls from your 8x8 number.
Power keys (Busy Lamp Field - BLF)
Handle multiple calls and monitor other users' availability using spare line keys (Polycom phones).
8x8 Work Mobile App
Instant chat, high-quality phone calls, and secure video meetings from your mobile device.
8x8 Work Desktop App
Instant chat, high-quality phone calls, and secure video meetings from your computer.
8x8 Work for Web
Instant chat, high-quality phone calls, and secure video meetings from your browser.
Chrome Enterprise Recommended
Verified by Google for security and performance on ChromeOS.
Citrix Certification for 8x8 Work Desktop
Optimized for voice quality in Citrix environments, including support for secondary speaker devices.
Azure Integration with 8x8 Work
Improves call quality for users operating in Azure Virtual Desktop environments.
Highlight to Dial (Windows Only)
Highlight a phone number and press Ctrl+Shift+8 to instantly dial.
8x8 Frontdesk
Receptionist-focused interface with organization-wide contact list, live presence, and drag-and-drop call handling.
8x8 Mobile Admin
Admin oversight and operational management from within the 8x8 Work mobile app.
Barge, Monitor, Whisper
Supervisors can monitor calls, whisper to agents privately, or barge into conversations.
Hot Desking
Log into shared desk phones as if they were your own device.
Caller ID
Identify callers before answering and customize outbound caller ID.
Number Porting
Port existing numbers to 8x8 via self-service or managed support.
Call Waiting
Receive incoming calls while on another call.
Call Transfers
Warm, blind, or direct-to-voicemail transfers.
Extension-to-Extension Calling
Dial internal users using extension only.
Call Park
Place a call on hold in the cloud for pickup by another user.
Multi-Party Calls
Add up to three lines into the same call.
Block Callers at User Level
Block or unblock callers directly within 8x8 Work.
Create Contact from Active Call
Create new contacts during live calls.
Flip Calls
Move an active call between devices instantly.
International Time Display
Country and local time displayed when dialing international numbers.
Record Voicemail Greetings
Record greetings via desktop app settings.
Call Quality Indicator
Real-time connectivity quality indicator during calls.
Filter Recordings and Voicemails
Filter recordings by number and voicemails by name, number, queue, or ring group.
Post-Call Transcription & AI Summaries
Automatically generate transcriptions, summaries, and action items from recorded calls.
DND Notification Control
Desktop notifications disabled while Do Not Disturb is active.
Transfer from Chat Roster
Transfer calls directly from the chat window.
Phone Paging
Send one-way announcements to paging groups or organization-wide (supported devices).
Mobile Device Management
Credential-free authentication for mobile devices.
WebHID Compatibility
Control calls without vendor-specific headset applications.
Hold Music
Play music or marketing messages while callers are on hold.
Emergency Services Support
E112/999 location verification compliant with Kari’s Law and RAY BAUM’s Act.
34 Cloud Regions
Geo-redundant data centers across five continents.
Disaster Recovery
Patented disaster recovery with sub-30-second failover.
UC Media Hot Storage
Instant access to call and meeting recordings during retention period.
UC Media Cold Storage
Long-term archival storage up to 10 years.
Auto Attendant
Automated receptionist with routing profiles and rules.
Ring Groups / Hunt Groups
Simultaneous or round-robin call distribution with real-time analytics.
Call Queues
Queue callers until the next agent becomes available.
Web Dialer (Chrome)
Click-to-call from websites using Chrome.
Universal Team Messaginglink to this section
1 on 1 instant messaging
Ability to message any individual user within a company’s global directory.
Team messaging
Provide group chat functionality to send messages to public or private Rooms.
Set availability status
Users can set status to available, busy, do not disturb, or a custom message. Status is synced across meetings, phone, and team messaging.
Threaded messages
Ability to reply to specific messages in a conversation.
Ability to open multiple chat windows
Open multiple chat panels in the desktop app when using Expanded Mode or enlarging the app window (up to nine chat windows).
Chat summarization
1:1 and group chat threads can be automatically condensed. This can be applied to all unread messages or all messages from the past 24 or 72 hours.
Chat assistant
AI-powered composition tool to draft messages instantly and choose composition styles (professional, casual, sympathetic, expanded, or concise).
Business SMS/MMS and texting
Send and receive text messages and multimedia attachments from your 8x8 phone number to other phone numbers (currently available for North America; supports CTIA compliance for A2P 10DLC).
Business SMS (Australian mobile numbers)
Send and receive 1:1 domestic SMS messages from Australian mobile numbers (governed by ACMA; no additional registration required).
Group MMS
Send messages to multiple internal and external contacts with a single click. Each SMS/MMS Group Room can include up to 10 contacts (currently available for North America only).
Block SMS spam
Users can block inbound SMS from any external number not saved as a contact.
Presence detection
See who is available, busy, away, in do-not-disturb, on a call, or in a meeting. Includes invisible mode to appear offline.
Snooze conversations
Mute notifications for a specific time.
Room avatars
Customize private and public rooms by adding a picture or choosing a predefined color.
End calls with predefined text messages (mobile app)
Respond by selecting a predefined text message when unable to take a call.
Search past conversations with former users
Ability to search for former users and view chat history.
Video and Audio Conferencinglink to this section
Admin analytics
Access summary and detail reports in the 8x8 Admin Console, including meeting date/time, participant count, meeting ID, browser type, and region distribution.
Advanced moderation
Moderators can stop and start audio and video for all participants with bulk actions.
Audio sharing
Share audio in a meeting from your device or browser tab.
AV1 video codec
8x8 Meetings supports the modern AV1 video codec.
Bandwidth controls
Adjust video bandwidth and monitor connectivity quality.
Branding
Customize Meetings experience with configurable background, logo, and URL.
Breakout rooms
Hosts can split meeting participants into separate sessions for smaller, focused discussions.
Calendar integration
Add meeting details into the video meetings interface and view upcoming and past meeting details.
Cascaded routing
Bandwidth and networking optimization to provide the best video and audio performance with minimal lag.
Cloud recordings
Record audio, video, and desktop during a meeting and save it in the cloud for later access and sharing.
Conference call-in
80+ dial-in number options (including toll-free) across 59 countries.
Conference call-out
Call and invite meeting participants from within a meeting.
Controller mode
Control what viewers see and what users can share in meetings.
Driving mode
Mobile-mode interface designed to support a safer meeting experience while on the road.
Dynamic face centering
Meeting layout adjusts to center participant faces for an optimized experience based on screen size and resolution.
Emoji and GIF reactions
Participants can use emoji and GIF reactions to respond in real time.
End-to-end encryption
End-to-end encryption for meetings using insertable streams.
File sharing
Upload and access files during live meetings, then revisit shared documents afterward.
Flip meeting
Move meetings between devices with one click.
Group chat
Send messages to all meeting participants.
HD video and audio conferencing
High-definition video experience with support for up to 500 participants in a meeting.
In-app meeting integration with Salesforce
Link meetings and centralize recordings, chat, and transcripts to Salesforce objects for easy access and broader visibility.
Join from desktop web browser
Join from a desktop web browser without downloading an app.
Join from mobile browser
Join from a mobile browser with a browser-optimized meeting experience.
Join from mobile devices
Join from iOS and Android devices using the 8x8 Work mobile app.
Large meeting support
Host large-scale meetings, town halls, and webinars for up to 10,000 participants, with tools to manage speakers, promote attendees, and deliver polished events.
Late participant chat summary
Participants joining at least 10 minutes after transcription starts receive a summary of what was discussed before they joined (visible only to the late participant).
Live translation and subtitles
Real-time speech-to-text transcription with translated captions/subtitles.
Meet now
Elevate a call or chat to a video conference.
Meeting live streaming
Stream a conference to an unlimited number of participants over YouTube.
Meeting lobby
Enable a lobby to screen participants before admitting them to the meeting.
Moderation controls
Host controls including universal mute, exclude, participant lobby, and role delegation.
Participant controls
Participants can mute/unmute, start/stop video, share content, and check bandwidth and audio/video quality.
Personalized virtual spaces
Employees get their own dedicated meeting web link.
Pinned participants
Pin up to six participant windows for persistent display.
Polls
Ask multiple-choice questions to gather feedback and improve engagement.
Post-meeting asset sharing
Make meeting assets publicly accessible and shareable, including participant list, recordings, screenshots, chat, transcriptions, summaries, action items, and shared links/materials (availability varies by meeting).
Post-meeting insights
Centralized view of participant engagement, recordings, chat history, polls, highlights, content snapshots, and AI-generated summaries and action items.
Post-meeting summary email
All participants automatically receive an AI-generated summary email after the meeting ends.
Private chat
Send private messages to individuals during a meeting.
Push-to-talk mode
All speakers remain muted unless they press a key to speak.
Raise your hand
Participants can indicate they want to speak without interrupting.
Remote desktop control
Control another user’s mouse and keyboard remotely (controlled user must have 8x8 Work Desktop app).
Screen sharing
Share your desktop screen and choose which applications or monitors to display; includes mobile screen sharing.
Secure passcodes
Set a passcode to make meetings more secure.
Set availability status
Set status to available, busy, do not disturb, or custom message; synced across meetings, phone, and team messaging.
Spaces
Open-source toolkit to build custom apps that connect to and control room audio/video components.
Tile view
View participants in a tiled layout and see who’s speaking.
Transcriptions
Detailed transcription of meeting dialog with timestamps.
Undocked meetings panel
Launch and manage meetings in a separate window from 8x8 Work Desktop.
Virtual backgrounds
Choose a library image, upload your own, or blur your background.
Whiteboarding
Participants can draw, write, and connect items on a shared whiteboard to illustrate ideas.
8x8 Conversation IQlink to this section
8x8 Conversation IQ
AI-powered conversation insights for adherence, coaching, and compliance, including high-accuracy post-call transcription, key-phrase speech mapping, and sentiment analysis. Includes quality management tools for evaluation and performance measurement.
Custom dictionary (Admin Console)
Create a custom list of terms, names, jargon, or industry language to improve transcription accuracy (requires Conversation IQ).
Analyticslink to this section
Company summary
Consolidated numerical and graphical view of call activities and metrics for selected dates.
Extension summary
Detailed call activity across all extensions with more than 20 selectable columns.
Call detail records
Historical details for all calls in a selected time frame, including real-time missed and abandoned call details for quick callbacks, plus visibility into call transfers and caller journey.
Active calls
Real-time information about calls currently being processed, including the caller’s journey through the organization.
Unreturned calls
Match inbound calls to outbound calls to identify unreturned calls within a selected date range.
Scheduled reports
Automatically generate and deliver report exports at predefined intervals (daily, weekly, or monthly).
Business hours report
Report based on company business hours showing calls in and outside defined business hours.
Call quality
System-wide and individual user voice quality reporting.
Call queue reporting
Reporting for call queues.
Device status report
Track real-time status and location of all registered endpoint devices.
Ring group summary
Monitor performance of users assigned to ring groups.
User status report
See who’s available, active, or away in real time.
Contact Centerlink to this section
8x8 Agent Workspace
Browser-based interface that blends contact center and unified communications capabilities in a single application.
8x8 Supervisor Workspace
Customizable dashboard with low-code personalization, real-time queue and agent management, proactive coaching tools, performance insights, and mobile access for managing teams from anywhere.
ACD
Match customers to the best available agent without programming or IT help to improve first-call resolution and satisfaction.
Omnichannel routing
Single routing engine supporting voice and digital channels (voice, chat, email, SMS/MMS/RCS, social media, video, Viber, Facebook Messenger, WhatsApp) to deliver consistent, contextual experiences.
RCS messaging
Send richer messages (images, videos, carousels, branded elements) with quick replies, suggested actions, and interactive buttons for more engaging customer interactions (currently available for North America).
Web callback
Customers request a callback from an online form to reduce wait time and better manage agent workload.
Queued callback
Offer callers the option to stop waiting, enter their number, and receive an automatic callback when it’s their turn.
Interaction history
One-click access to CRM data, recordings, summarization, topics, sentiment analysis, and transcripts to streamline agent workflows and improve CX.
Customer 360
Unified customer view in Agent Workspace including sentiment and frequently discussed topics (requires Speech Analytics add-on and/or X8 license for sentiment/topic insights).
AI Wrap Up
Real-time AI generates interaction summaries. Agents can edit summaries and use custom prompts to reduce after-call work and support smoother handoffs.
Interactive voice response (IVR)
Connect callers quickly, streamline call flow, and route customers to the right resource.
Intelligent Customer Assistant (ICA) Digital
AI-powered virtual agent solution to build engaging, self-service customer experiences for digital channels.
Intelligent Customer Assistant (ICA) Voice
AI-powered voice virtual agent solution for customer self-service experiences.
ICA Voice Intelligent Directory
Speech-enabled directory that lets callers speak a person/department/service name and be connected automatically.
Smart Assist (Creovai)
Real-time assistant that surfaces guidance and relevant information to help agents navigate conversations and automate repetitive tasks.
Auto Dialer
Automates outbound calling with predictive, progressive, and preview modes. Includes voicemail detection and compliance filtering (TPS/CTPS/TCPA), plus CRM integrations like Salesforce for compliant outbound campaigns.
Outbound preview campaign dialer
Preview mode presents customer information before the call connects so agents can review context; agents manually answer and end calls.
Graphical call flow reports
Step-by-step visibility into the customer journey (IVR, queue, agent connection, post-call survey) for process improvement and training.
Expert Connect
Chat and bridge subject-matter experts into live calls with a single click from the same interface.
Post-call survey
Native survey tool to capture customer feedback and view scores in Supervisor Workspace.
Native CRM
Built-in customer contact and case management tools to provide agents context and improve efficiency.
Native knowledgebase
FAQ-based knowledgebase to help agents deliver faster, more consistent answers.
Co-browse
Agents can view what’s on the customer’s page to guide them through forms or content.
CC voice recording
Record contact center calls for compliance, record keeping, training, and process improvement (requires storage capability).
CC media hot storage
Included storage retention period for contact center call recordings.
CC media cold storage
Optional long-term archival storage up to 10 years.
Agent outbound port
Enables agents to place outbound calls.
Contact center VoIP softphone
Softphone voice path for agents without a PBX or hard phone.
Status codes (pause reasons)
Adds “why” context to agent statuses for clearer insights, reporting, and workforce management.
Transaction codes
Capture supplemental details about the reason or outcome of an interaction for richer insights and metrics.
Outbound codes
Set a specific caller ID (or Forward CLI on transfers) and optional outbound queue; track outbound call purpose.
8x8 Secure Pay
Securely collect payments during interactions without exposing agents to sensitive payment data (Key-to-Pay, Speak-to-Pay, Click-to-Pay).
8x8 Workforce Management
Purpose-built WFM tools for real-time agility, staffing optimization, and improved service quality—replacing spreadsheet-driven processes.
Analyticslink to this section
Analytics for Contact Center (ACC)
Customizable, real-time reports and graphical tools to monitor agent and queue performance, support wallboards, and improve operational decision-making.
Wallboards / dashboards
Real-time visual dashboards for critical contact center metrics.
8x8 Workforce Engagement Managementlink to this section
Call recording
Includes hot storage for up to 30 days; storage beyond included retention is available as an add-on.
Auto Quality Management & Interaction Analytics (Creovai)
Automated QA, agent coaching, and speech/text analytics with dashboards for QA scores, trends, sentiment, goal tracking, report scheduling/export, and CRM/BI integrations.
Quality management
Evaluation templates, timestamped notes, coaching workflows, goal tracking, and quality reports to improve agent performance across voice and digital channels.
Voice, text, and sentiment analytics
AI-driven insights across channels including topic mapping, keyword tracking, retroactive analysis, emotion-based filtering, and automated trend reporting for voice-of-customer insights.
Custom dictionary (Admin Console)
Custom term list to improve transcription accuracy (requires QM and/or Speech & Text Analytics).
QM screen recording
Screen recording and archiving for compliance, record keeping, training, and process improvement (requires media storage and either Quality Management and/or Speech & Text Analytics).
Compliant call recording (CallCabinet)
Compliant recording for voice, video, and screen sharing across 8x8 Work and 8x8 Contact Center, with policy settings suitable for regulated industries.
8x8 Workforce Management
WFM tools to optimize staffing, improve service quality, empower agents, and maintain consistent customer experiences.
Calabrio Core WFM
Best for 50–500 agent contact centers with straightforward forecasting and scheduling needs; includes omnichannel forecasting, mobile access, shift bidding, and real-time insights.
Calabrio Standard WFM
Complete WFM solution suited to 100+ agents needing accurate forecasting, scheduling, and visibility into staffing needs.
Verint Essential WFM
Ideal for contact centers up to 200 agents with fixed schedules and transitioning away from spreadsheets.
Verint Enterprise WFM
Designed for large, complex contact centers and back-office operations requiring deep configurability and advanced forecasting with enterprise engagement tools.
Proactive Outreachlink to this section
Proactive Outreach: Notify
Launch one-to-many SMS or WhatsApp campaigns with routing, reporting, and analytics for promotions, reminders, and announcements.
Proactive Outreach: Interact
Engage customers at scale via SMS and WhatsApp, routing incoming messages back to your Contact Center for agents or bots (supported via 8x8 Connect Sender feature or APIs).
Proactive Outreach: Alert
Send emergency SMS alerts using templates, workflows, and directory integration for rapid response during outages, incidents, or disruptions (add-on to Notify and Interact).
Integrationslink to this section
Active Directory (authentication)
Integrate with Active Directory to manage user access to 8x8 services.
Single sign-on (SSO)
Use SSO for simplified authentication.
Okta integration
Create, update, deactivate, and reactivate users; synchronize Okta Active Directory users and groups into 8x8 Configuration Manager.
Calendar integration (Google and Office 365 plugins)
Start, join, and edit 8x8 Meetings through calendar plugins.
Outlook integration
Outlook plugin enables click-to-call from the Outlook directory and emails (PC only).
Office 365 integration
Import O365 personal contacts and schedule/start/join meetings with the Office 365 plugin.
8x8 Voice for Microsoft Teams
Enable PSTN calling in Teams via Direct Routing for users with Teams Phone licenses, with 8x8 Work as a backup for continuity.
8x8 for Microsoft Teams app
Bring 8x8 UCaaS features into Teams to enhance 8x8 Voice for Teams or enable outbound calling for users without Teams Phone licenses.
Salesforce integration
Interaction logging/history, automated record creation, click-to-call, screen pop, and self-service configuration/customization for UC and CC users.
Microsoft Dynamics 365 integration
Interaction logging/history, automated record creation, click-to-call, screen pop, and self-service configuration/customization for UC and CC users.
Zendesk integration
Screen pop, interaction logging/history, and self-service configuration/customization for UC and CC users.
NetSuite integration
Screen pop, interaction logging/history, click-to-call, and self-service configuration/customization for UC and CC users.
Zoho integration
Screen pop, interaction logging/history, click-to-call, and self-service configuration/customization for UC and CC users.
HubSpot integration
Screen pop, auto logging for calls/chats/notes, call recording, and integrated search.
ServiceNow integration
Screen pop, auto logging for calls/chats/notes, call recording, and integrated search.
Freshdesk integration
Screen pop, auto logging for calls/chats/notes, call recording, and integrated search.
Bullhorn integration
Improve productivity and boost placements with 8x8 and Bullhorn.
Additional integrations
Framework support to quickly integrate with additional applications for a seamless experience.
Security and Compliancelink to this section
High industry SLA
End-to-end 99.999% uptime SLA with financial commitment.
Enterprise-grade security
Security and reliability trusted by large enterprises globally.
Data residency
Data centers across five continents with regional presence to support jurisdiction and compliance needs.
Data-in-motion encryption (SIP over TLS and SRTP)
End-to-end encryption of voice signaling and media streams through the 8x8 cloud using TLS and SRTP.
SOC 2 (Type 2)
Annual SOC 2 Type 2 audit as part of ongoing compliance.
ISO 27001:2022
Information security management globally certified to ISO 27001:2022 and ISO 27017:2015.
PCI-DSS 4.0 SAQ-D
Encrypts voice and data in transit and storage to support customer PCI compliance.
HITRUST
HITRUST mapping aligned to SOC 2 controls and audited annually by third-party auditors.
HIPAA
HIPAA mapping aligned to SOC 2 controls with signed Business Associate Agreements available.
NIST alignment
Cybersecurity program based on NIST SP standards and validated by third-party audits (SOC 2, ISO 27001, PCI DSS).
FISMA alignment
Baseline NIST SP standards with FISMA controls mapped to SOC 2 as part of annual audits.
ISO 9001
Quality Management System certified for deployment, operation, and support within 8x8 UK.
ISO 14001
Environmental Management System certified for deployment, operation, and support within 8x8 UK and France.
UK Cyber Essentials Plus
Certified with annual third-party audit as part of compliance program.
FCC CPNI
Compliance with FCC rules for protecting customer proprietary network information.
CSA STAR
Cloud Security Alliance STAR alignment via CAIQ self-assessment mapped to CCM controls.
GDPR compliance
Compliance with EU privacy and data protection requirements.
Data Privacy Framework
Supports lawful cross-border transfers between the U.S., EU, UK, and Switzerland with privacy protections and enforcement.
STIR/SHAKEN
Signs originating calls in compliance with FCC Robocall Mitigation program.
UK Government G-Cloud supplier
Listed on the UK government’s digital marketplace for public sector procurement.
Singapore CSA Cyber Trust Mark
Certified to CSA Cyber Trust Mark (advocate tier) for cloud communications information security management.
WCAG accessibility improvements
Accessibility enhancements for screen readers aligned to WCAG 2.1 AA across 8x8 Work, Agent Workspace, and Supervisor Workspace.
NHS DSPT
Compliance with the UK NHS Data Security and Protection Toolkit with annual third-party validated audit.
Support and Traininglink to this section
24/7 support
Global follow-the-sun support available 24/7.
7 global support centers
Seven support centers worldwide, co-located with Network Operations Center.
Self-service support portal
Access global support via portal, chat, or phone.
Extensive knowledge base
24/7/365 access to product capabilities and best practices via the 8x8 Knowledge Base.
Network diagnostic tools
Tools to measure VoIP-impacting network performance (DNS, path characteristics, NAT/firewall/router behavior, packet loss, jitter, latency, and more).
Basic online training
Free online training for end users and IT administrators.
Advanced online or on-site training
Customized advanced training for end users and IT administrators.
Elite touch implementation services
Implementation services based on deployment best practices and flexible methodology.
Professional services
Custom solutions and capabilities delivered by professional services.
