Discover the future of customer engagement with 8x8 Contact Center's newest innovations: from AI-powered conversation intelligence and agentless digital payments, to seamless Viber integration and smart self-service tools using ICA Knowledge AI and xApps. Boost CX and operational agility with social listening, secure banking data access, and actionable conversation insights to elevate every interaction.
Experience the next evolution of 8x8 Engage now supporting digital channels like SMS, RCS, Whatsapp, and Facebook Messenger, along with voice and video. New admin controls and smarter call context drive faster resolutions, consistent workflows, and clearer interactions—tailored for agile, customer-facing teams.
Streamline communication in 8x8 Work with smarter AI summaries, standardized DND controls, and SMS keyword filtering for clarity, consistency, and compliance. Expand device flexibility with new 8x8-compatible headsets, Wi-Fi phones, and analog gateways—built for seamless integration and modern workflows.
Easily manage campaigns, control message delivery speed, and boost engagement with new WhatsApp carousel templates. Plus, gain deeper voice insights with our new Voice Reporting API—giving you more control, visibility, and flexibility.
End-to-End Interaction Visibility with JourneyAPI
Track every leg of a customer interaction—no matter how many transfers, queues, or teams are involved. With JourneyAPI, pull all related calls into one view, making it easier for teams to trace the end-to-end experience, evaluate service quality, and access consolidated performance metrics to ensure standards are met across every touchpoint.
Interested to learn more? Connect with your Customer Success Manager!
Centralized CRM Integration Management
CRM Integration Profiles gives customer administrators greater control and customization over their 8x8 CRM Integration settings and workflows at an organizational level for all, or groups of users - across Salesforce, Microsoft Dynamics, Zendesk, NetSuite & Zoho. With CRM Integration Profiles, businesses gain full control over their integration workflows and experiences, allowing them to seamlessly adapt the 8x8 integration to meet their unique business requirements with minimal PS involvement.
Conversation Intelligence with 8x8 Smart Assist
8x8 Conversation Intelligence, powered by Creovai, gives CX leaders real-time visibility into 100% of customer interactions—analyzing sentiment, intent, and outcomes. Combined with 8x8 Smart Assist, it delivers automated QA, compliance checks, and improves real-time coaching using past interaction data to suggest key phrases or actions to reduce churn risk, boost sales conversions, and reduce costs.
Connect with Customers on Viber, Natively
Viber for 8x8 Contact Center brings real-time, two-way messaging from one of the world’s most popular messaging apps directly into the 8x8 Contact Center. Agents can engage customers on Viber using the same unified workspace they use for voice, chat, email, and other digital channels—with native routing, media support, and full CRM context. It’s a seamless way to expand your digital reach and meet customers where they already are.
Turn Social Intent into Sales with 8x8 Social Connect
Social Connect brings real-time social listening into 8x8 Agent Workspace—so you can filter high-priority posts, respond with full context, and continue the conversation privately in branded mobile channels like RCS and WhatsApp. Agents can share videos, product info, or secure payment links in just a few taps—all while guided by 8x8 Smart Assist, and make payment with 8x8 Secure Pay.
Capture PCI DSS-Compliant Payments, No Human Required
Automate payment collection with AI virtual agents or IVRs that send secure links via SMS or email—no human interaction required. Customers complete payments using Apple Pay, Google Pay, or cards, whatever is their preference. This solution reduces manual effort, supports 24/7 payment access, and simplifies PCI DSS compliance. Compatible with most existing gateways, it boosts collection rates without added integration work or more people—delivering secure, scalable digital payment automation.
Personalized Self-Service with ICA Knowledge AI and xApps
Turn static content into dynamic, conversation intelligence with 8x8 ICA Knowledge AI. Upload documents—PDFs, web pages, or CTXT files—as Knowledge Sources, and automatically extract meaningful information for use in virtual or live agent interactions.
As voice interactions grow more complex, 8x8 ICA xApps add multimodal flexibility by allowing the flow to switch between voice and digital channels. Customers can input complex data digitally—like emails or alphanumeric strings—then return to the voice assistant without interruption.
Together, Knowledge AI and xApps simplify the creation of powerful, knowledge-based AI agents—removing the limits of traditional intent models and enabling faster, smarter self-service.
Secure Banking Integrations with MNET CoreAccess+
MNET CoreAccess+ securely connects 8x8 Contact Center to financial core systems used by banks and credit unions, enabling real-time access to customer data, secure authentication, and enhanced self-service across channels. It enables bots, IVRs, and agents to access real-time customer data, automate authentication, and streamline service workflows. MNET CoreAccess+ for 8x8 enhances customer experience, optimizes agent performance, and ensures secure, compliant integrations for financial institutions.
Digital Channels Drive Faster Resolutions and Happier Customers with 8x8 Engage
The power of 8x8 Engage is expanding—now with full support for today’s most important digital channels. Engage brings voice and digital channels together in a single, streamlined experience—empowering teams to seamlessly handle conversations across SMS, RCS, Whatsapp, and Facebook Messenger, alongside voice and video.
With intuitive queue-based routing, an upgraded inbox view, and enhanced admin controls, Engage is designed for modern customer-facing teams who need fast, flexible digital internal collaboration and customer engagement on-the-go. It’s the next step in unifying communication and customer experience across your organization.
Interested to learn more? Connect with your Customer Success Manager!
Enhanced Administrative Control Over Queue Management
Administrators can now control whether users are allowed to pause their queues in 8x8 Engage. This ensures consistent queue behavior and more balanced call distribution across teams.
Clearer Call Context with Channel Name and Number
Caller and context clarity and better personalized experiences with channel details included in the incoming call banner and active call interface, alongside the queue name—reducing confusion when multiple channels share a queue.
Smarter Summaries, Now in the Right Language
AI-powered chat summarization now automatically detects the language of the conversation and references the correct language library for more accurate results. This enhancement improves the clarity and usefulness of summaries in global environments.
Standardize Availability with Centralized DND Settings
Admins now have greater control over how Do Not Disturb (DND) is used across the organization. When disabled at the admin level, DND and calendar-based presence options are removed from the user interface—ensuring consistent presence behavior and preventing missed or misrouted calls.
Protecting SMS Deliverability with Keyword-Based Compliance Filtering
To reduce SMS 10DLC compliance violations, 8x8 now filters outbound SMS messages sent from the Work App for restricted keywords. Blocked messages are stopped before reaching the carrier, and users are instantly notified with the option to resend after removing flagged terms. This proactively reduces the risk of brand-level suspension.
Empower Every Workstyle with Flexible, 8x8-Compatible Devices
Grandstream Devices
Expand your analog-to-VoIP capabilities with new 8x8-compatible Grandstream devices. The HT813 ATA and GXW4248 Gateway support legacy analog equipment with seamless VoIP integration, while the WP836 Wi-Fi Phone offers cordless mobility and HD audio—ideal for dynamic work environments.
Jabra Evolve2 50 SE Headset
Experience professional-grade audio with the Jabra Evolve2 50 SE. With USB-C connectivity, noise cancellation, and full 8x8 integration, it delivers crystal-clear calls and all-day comfort.
Yealink Devices
Yealink’s latest 8x8-supported devices deliver wireless flexibility and crystal-clear voice. The W73H and W73P DECT systems support mobile workflows, while the AX83H Wi-Fi phone enables cable-free calling—perfect for modern business environments.
Edit scheduled campaigns with ease
Mistyped content? Need to adjust the audience or push the timing back? No problem. With our new campaign editing capability, you can update your recipient list, tweak the message content, or reschedule your send time, right up to 10 minutes before launch. It’s flexibility that gives you more control, without disrupting your workflow.
Control send speed to match your capacity
Don’t let message volume overwhelm your support team. Our enhanced campaign controls now let you set a custom delivery rate by minute, hour, or day. Whether you’re running a small promo or a major campaign, you can pace message flow to align with your team’s availability, ensuring a smoother customer experience and no missed connections.
WhatsApp carousel template
Take your WhatsApp engagement to the next level with our new media card carousel templates. Now you can send multiple images or product cards in a single message, each with its own headline, description, and call-to-action. It’s a richer, more interactive way to inform, showcase, and convert, ideal for marketing, product highlights, or customer onboarding.
Voice reporting API now available
Gain deeper insights into your voice call performance with our new Voice Reporting API. Easily access call logs, durations, statuses, pricing and more—ready for integration into your reporting tools or dashboards. Whether you're tracking campaign effectiveness or troubleshooting operations, this new API gives you the visibility you need to drive performance.
