8x8 Contact Center review

8x8 sells its contact center as one part of a platform that also includes business phones and communications APIs, and that is the main reason to shortlist it. The product page lists native voice, video and digital channels with a unified customer history, AI routing, conversational AI, speech analytics and a supervisor workspace. AI Studio lets teams build custom voice and digital agents in natural language for around-the-clock self-service with handoff to live agents, and proactive outreach covers outbound campaign management across channels including voice, chat, email, SMS, RCS, video and social. Workforce tools handle forecasting, scheduling and tracking. 8x8 does not publish contact center prices, so you will need a quote, which makes it harder to compare with Genesys, Talkdesk or RingCX on cost. It fits best where 8x8 already runs the company phone system and the goal is one vendor and one data set for every customer conversation.

Who it is for

Organizations that want contact center, business phones and communications APIs from one vendor.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Native voice, video and digital channels with a unified customer history
• AI routing and omnichannel routing
• Speech analytics and a supervisor workspace
• AI Studio for custom voice and digital agents
• Proactive outreach and outbound campaign management

Strengths and weaknesses

• Strength: One platform for contact center, UCaaS and CPaaS data
• Strength: Voice, chat, email, SMS, RCS, video and social channels
• Strength: Workforce forecasting, scheduling and tracking available
• Weakness: No published contact center prices
• Weakness: Buying usually goes through a sales process
• Weakness: Best value depends on also using 8x8 for business phones

Key facts

• Channels: Voice, chat, email, SMS, RCS, video and social
• Platform: Unifies UCaaS, CCaaS and CPaaS data
• Pricing: Quote from 8x8 sales

Where it ranks

8x8 Contact Center is No. 10 in our Best Call Center Software verdict.