Reduce handle time and improve first call resolution with unified customer context and AI insights directly in the agent workflow.
Simplify forecasting, shift planning, adherence tracking, and leave management all within your 8x8 contact center environment at no additional cost.
Keep teams aligned and responsive with scalable meetings, clearer controls, and real-time visibility into availability and call coverage.
Elevate your omnichannel strategy with WhatsApp Flows for native in-chat interactions and One-Tap Voice Calling for instant support. Plus, our new Coexistence feature allows you to scale from the Business App to the Cloud API without losing your phone number.
Customer 360 in 8x8 Agent Workspace unifies customer intelligence to boost productivity and elevate CX.
Customer 360 transforms the 8x8 Agent Workspace into a unified customer hub, providing agents with a complete view of interaction history and profile details across all channels. By integrating AI-powered insights like overall customer sentiment and frequent topic detection directly into the agent workflow, it eliminates tool-switching and empowers agents to deliver personalized, informed service.
8x8 WFM available at no additional cost for 8x8 Contact Center customers
8x8 Workforce Management delivers an intuitive WFM solution for your 8x8 Contact Center. Easily automate forecasting, shift planning, agent adherence tracking, leave management, and real-time insights. Integrate with your current 8x8 Contact Center setup in literally minutes and start managing shifts smarter, faster, and without additional cost.
Expand the reach of your meetings without losing control
Host large meetings with stronger controls for presenters and participants. Teams can manage speakers, promote attendees in real time, and run polished town halls and webinars at scale on 8x8 Work.
One-click navigation and WCAG-compliant access to every feature
The new 8x8 Work Site Map enables fast, one-click access to every feature through an organized, intuitive layout. Built with WCAG-compliant navigation, it ensures accessible, inclusive experiences for all users—removing barriers and empowering every employee to discover, navigate, and use key capabilities with ease and efficiency.
Self-service ring group availability for fewer interruptions, smarter coverage
Users can opt in or out of ring groups with 8x8 Work to reduce disruptions and improve call coverage. Real-time ring group analytics help teams make faster decisions, and admins can hide non-interactive groups to simplify oversight.
Real-time visibility to staff smarter and respond faster
The new User Status report shows real-time user availability and activity so managers can adjust staffing, improve coverage, and respond faster when demand changes.
WhatsApp Flows: Interactive Experiences in Chat
Create structured, interactive experiences directly in WhatsApp. Build custom forms and menus that reduce friction, boost completion rates, and streamline data collection, no external links or apps required. Deliver seamless journeys for lead capture, bookings, and support. Available on 8x8 API and 8x8 Connect.
Automated MM Lite Onboarding
Automatically provision every new WhatsApp Business Account with the high-performance MM Lite API for instant access to Meta’s advanced marketing tools. Boost delivery with AI-driven optimization, unlock ROI-focused analytics, and enhance campaign relevance through features like Time-to-Live for timely, targeted messaging. Available on 8x8 API and 8x8 Connect.
WhatsApp Business Co-existence
Use the WhatsApp Business App and WhatsApp Cloud API simultaneously on the same number. Maintain personal 1:1 support in the mobile app while running automated bots and campaigns via API. Enjoy real-time sync, seamless upgrades, and efficient handling of high-volume traffic without disrupting your current workflow. Available on 8x8 API and 8x8 Connect.
WhatsApp In-App Voice Calling
Let customers start a secure VoIP call to your contact centre directly from WhatsApp with a single tap. The call stays in WhatsApp for the user and reaches you as a standard SIP call. Enable frictionless entry, smart routing, context-rich conversations, and a high-quality, cost-efficient mobile calling experience. Available on 8x8 API and 8x8 Connect.
