Use Case
Make Every Channel Count
Customers don’t think in channels—they just expect answers. We unify voice, chat, email, SMS, RCS, video, and social together on one platform so conversations stay connected, context follows naturally, and service feels effortless from start to finish.
Why Omnichannel Matters
When channels don’t talk to each other, customers feel it immediately. Repeating information, getting passed around, and waiting too long all erode trust.
A true omnichannel experience means customers can start a conversation anywhere and finish it anywhere without losing context. That’s how you drive satisfaction, loyalty, and efficiency all at once.
How 8x8 Makes it Happen
8x8 connects every interaction across voice, chat, email, SMS, RCS, and digital channels in one unified platform. Agents get the visibility and tools to personalize every interaction while CX leaders can drive real change with a unified customer journey across channels.
- Keep the context: Customers move seamlessly between channels with their full history intact.
- Empower agents: One workspace for all interactions, in real time.
- Personalize every touchpoint: Integrated CRM data keeps service consistent and informed.
- Measure what matters: Track KPIs like FCR, CSAT, and agent satisfaction to drive continuous improvement.
What Teams Can Do Together
Voice, chat, email, SMS, RCS, video, and social—no dropped threads.
The Engine Behind the Experience
Omnichannel Routing
Integrates all communication types—voice, chat, social, and SMS and RCS—for consistent, connected service.
Video Elevation
Visually diagnose and resolve issues in real time to improve first-contact resolution.
Conversational AI
Intelligent Customer Assistant™ that provides instant, context-aware responses and seamless handoffs.
The Payoff
Every channel. Every conversation. Connected. We help you deliver faster, more consistent experiences that keep customers coming back.
Proof in Action
Unified communication company-wide, improving efficiency and customer service.
Modernized legacy systems and enhanced engagement across voice, chat, and social.