Omnichannel for 8x8 Engage
Everything You Need to Manage Digital Engagement
Manage inbound digital conversations with structure, visibility, and insight, empowering customer-facing teams to manage digital demand with the same confidence and consistency as voice.
One workspace for digital engagement with voice when needed
Customer conversations rarely stay in a single channel.
8x8 Engage unifies digital and voice interactions in one workspace, allowing teams to:
- Start with chat or messaging and escalate to voice when needed
- Maintain context across interactions
- Avoid switching tools or losing conversation history
Whether engagement begins digitally or by voice, every interaction stays connected.
Digital channels supported
8x8 Engage enables customer-facing teams to manage inbound digital conversations across popular channels, including:
- Web chat
- SMS
- Social and messaging platforms
All channels are managed with shared queues, context, and insight so teams can deliver consistent experiences at scale.
Built-in intelligence for digital engagement
Every digital interaction generates valuable insight.
8x8 Engage includes AI-powered capabilities that:
- Automatically summarize interactions and surface action items
- Identify sentiment and engagement trends
- Reduce manual follow-up and reporting
Leaders gain a clearer view of digital engagement performance without added tools or complexity.
Digital Engagement Capabilities
Everything Omnichannel for 8x8 Engage delivers to manage inbound digital conversations with confidence.
Capture inbound customer requests
Accept customer conversations from digital entry points like web chat and messaging so requests don’t land in shared inboxes or personal apps.
Route requests to the right experts
Automatically direct digital conversations to the right people based on availability, priority, or expertise without manual forwarding.
Prioritize what matters most
Surface high-value or urgent digital requests first, helping teams respond faster to the interactions that matter most.
Keep conversations organized
Manage digital conversations in shared queues with clear ownership and visibility so nothing gets missed or forgotten.
Preserve full conversation context
Maintain interaction history across digital and voice, giving teams complete context before responding or escalating.
Enable fast internal collaboration
Allow teams to loop in internal experts, ask questions, and resolve issues collaboratively without switching tools or losing context.
Support mobile and on-the-go work
Let frontline and mobile workers manage digital conversations from anywhere with a mobile-ready workspace.
Turn conversations into insight
Capture digital interaction data to surface trends, sentiment, and follow-up actions which helps leaders improve engagement and outcomes over time.
A product portfolio to supercharge your CX.
From superior contact center solutions to unified communications and no-code APIs, our products solve even your most complex communication challenges.
Contact Center
8x8® Contact Center™ powers up agents with AI to simplify contact center operations and delight customers.
Unified Communications
8x8 Work® connects teams and customers globally with an AI-enabled communications suite.
Communications APIs
8x8 no-code CPaaS connects you to customers on the channels they want from one platform.
CX Beyond the Contact Center
8x8 Engage™ empowers all customer-facing teams to stay connected and support customers with ease.
8x8 for Microsoft Teams**
Amplify your Microsoft Teams with 8x8 communication capabilities and contact center integrations.
Integrate seamlessly.
Easily connect with popular CX, business, and CRM apps to reach new levels of productivity without added complexity.
Secure and compliant.
Up-to-date with regulations and verified through third-party certifications—for your peace of mind.
Stay in the loop. See what's new.
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