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Great service starts with a CRM that knows about every call, and with AI that meets customers wherever they reach out. Build an AI agent once and deploy it on every channel, and keep Salesforce, Bullhorn, and Microsoft Dynamics workflows connected at no additional cost.
Productivity adds up in small moments. Command Palette speeds up search in 8x8 Work, and Microsoft Teams users see names instead of numbers, so people spend less time hunting and more time working.
Customers trust a business they recognize. Frontline teams show the company number on outbound calls and operations leaders see every voice interaction on one timeline, so they can spot where calls transfer, stall, or drop.
Agents do their best work when a conversation starts with context. Customer 360 puts a customer’s full history in one view, and 8x8 Converse keeps SMS and WhatsApp replies in the same thread as the messages that prompted them.
Customers answer the brands they trust. Branded, verified messaging and compliant critical alerts help businesses stand out in the inbox and reach customers on the channels they prefer.
Build an agent once, deploy it everywhere customers reach out
Customers move between channels, so support has to move with them. 8x8 AI Studio agents run across voice, SMS, WhatsApp, 8x8 Work, and web, built once with no rebuilding per channel. Returning callers are recognized instantly, so no one repeats themselves. In 8x8 Contact Center, the same AI works side by side with human agents, surfacing answers and logging notes in real time.
Keep Salesforce workflows running as Open CTI winds down
As Salesforce phases out Open CTI, the 8x8 for Salesforce Chrome Extension keeps screen pop, interaction logging, and automated record creation working across voice and other channels, with no extra license.
Native 8x8 integrations for Bullhorn or Microsoft Dynamics
8x8 offers native integrations for Bullhorn and Microsoft Dynamics, giving teams screen pop, interaction logging, and click-to-call at no additional cost. Customers moving off Tenfold, can switch to the standard 8x8 Integration for either CRM with no gap in service.
Search and act anywhere in 8x8 Work, from the keyboard
Hunting through screens slows people down. Command Palette lets users find a contact or a room, or start an interaction, from anywhere in 8x8 Work using only the keyboard, and a Recent section remembers frequent choices so users pick up right where they left off.
See names, not numbers, in Microsoft Teams
A raw phone number says little about who is calling. Personal Microsoft 365 contacts import into 8x8 for Microsoft Teams, up to 500 at a time, so names replace numbers across SMS threads and voicemails, and in call recordings.
Import and export contacts in 8x8 Work without the typing
Contacts should travel with the people who use them. Users import up to 100 personal contacts at once from a CSV file, with duplicates caught automatically, and export a copy whenever needed.
See the outbound number before dialing in Microsoft Teams
Nobody likes wondering which number the other person will see. 8x8 for Microsoft Teams now shows the same Caller ID dropdown as 8x8 Work Desktop and Web, so users know which number is going out before dialing.
Show the company number on outbound calls with Call as Company
Customers trust a number they recognize. Call as Company lets 8x8 Engage users place calls that show the company number instead of an individual work number. Users pick an outbound queue under Select Caller ID, in the profile panel or dialpad, and administrators control the number each user shows, so caller ID stays consistent.
See every voice interaction on one timeline with 8x8 JourneyIQ
Piecing together what happened to a customer across separate tools takes too long. 8x8 JourneyIQ, available on the 8x8 App Store, puts every voice interaction across 8x8 Engage, 8x8 Work, 8x8 Contact Center, and 8x8 AI Studio in one place, so teams see where calls transfer, stall, or drop and analytics match what customers experience. A visual path map makes each transfer easy to spot, which helps teams cut repeat handoffs.
Give agents a customer’s full history in one view
Agents do their best work when a conversation starts with context. Customer 360 puts a customer’s full interaction history in one view inside 8x8 Agent Workspace. It adds AI sentiment and topic insights where Speech Analytics is in place, and it works with or without 8x8 Contact Center CRM. Fewer tool switches mean faster resolutions and lower average handle time, which supports higher CSAT.
Give agents the full conversation so replies land right the first time
A reply makes little sense without the message that prompted it. 8x8 Converse shows outbound SMS and WhatsApp messages sent through 8x8 Connect or the Chat Apps API in the same inbox thread as customer replies. Agents see one chronological history per customer, which cuts handle time and repeat contacts.
Stand out in the inbox with branded, verified messaging in Singapore
Generic SMS makes it hard for a brand to stand out. 8x8 offers RCS Business Messaging in Singapore through Singtel, the country’s largest network and currently the only operator supporting RCS. Businesses send verified messages with images, video, carousels, and action buttons, with configurable SMS fallback for unsupported devices.
Keep Viber transactional and OTP messages compliant in 8x8 Connect
Critical messages need to keep moving. Viber requires pre-approved templates for transactional and OTP messages, and 8x8 Connect supports them, so customers create, manage, and send approved templates with built-in status tracking, parameter validation, and clear handling of declined ones.
