8×8 Review: Features, Pricing, Ratings & More

What Is 8×8?

8×8 is a comprehensive cloud communications platform designed to enhance customer engagement and employee collaboration through integrated voice, video, chat, and contact center solutions. Serving over 3 million users worldwide, 8×8 provides tools for omnichannel routing, intelligent customer assistance, and workforce engagement management, enabling businesses to deliver exceptional customer experiences.

Its unified communications system connects employees seamlessly, improving productivity and communication efficiency across teams. With robust integrations for popular business applications like Microsoft Teams and Salesforce, 8×8 supports businesses in optimizing workflows and achieving their communication goals. Additionally, the platform boasts a commitment to security, reliability, and compliance, ensuring high-quality interactions and peace of mind for users.

8×8 Key Features

• Integrated Contact Center: The 8×8 platform provides a fully integrated contact center that supports voice, video, chat, and email, enabling businesses to manage customer interactions from a single interface. This integration streamlines workflows, reduces response times, and improves overall customer satisfaction by providing agents with all necessary communication tools in one place.
• Omnichannel Routing: With advanced omnichannel routing, 8×8 intelligently directs customer inquiries across various channels (phone, chat, email, social media) to the most qualified agents. This ensures a consistent and efficient experience for customers, as they can interact with the business through their preferred method while maintaining context throughout their journey.
• Intelligent Customer Assistant: The platform features an AI-powered Intelligent Customer Assistant that can handle routine inquiries and support tasks, providing instant responses to common questions. This reduces the workload on agents and ensures customers receive quick answers, thereby enhancing the overall customer experience and allowing human agents to focus on more complex issues.
• Workforce Engagement Management: 8×8’s Workforce Engagement Management tools include features for scheduling, performance analytics, and agent coaching. These tools enable managers to optimize staff allocation based on real-time demand, track agent performance metrics, and provide targeted training, which leads to improved agent productivity and job satisfaction.
• Communication APIs: The robust Communication APIs allow businesses to integrate SMS, voice, video, and chat functionalities directly into their applications or workflows. This flexibility enables companies to create customized communication solutions that enhance customer engagement and streamline operations, adapting to specific business needs.
• Unified Communications: 8×8’s Unified Communications feature merges voice, video conferencing, team chat, and messaging into a single, user-friendly application. This consolidation improves collaboration among teams, enabling them to communicate seamlessly regardless of location, which is especially beneficial for remote and hybrid work environments.
• Advanced Analytics and Reporting: The platform provides advanced analytics and reporting tools that deliver insights into customer interactions, agent performance, and operational efficiency. With customizable dashboards and real-time reporting, businesses can identify trends, measure KPIs, and make informed decisions to optimize their communication strategies.
• Seamless Integrations: 8×8 easily integrates with major CRM and business applications, including Microsoft Teams, Salesforce, and Microsoft Dynamics 365. These integrations enhance productivity by allowing users to access customer data, communication tools, and reporting capabilities without switching between multiple platforms, creating a more cohesive workflow.
• Security and Compliance: Security is a priority for 8×8, which implements end-to-end encryption for all communications, protecting sensitive customer data. The platform adheres to strict compliance standards, including GDPR, HIPAA, and PCI DSS, ensuring that businesses can operate securely and maintain customer trust.
• Global Reach and Reliability: With a network supported by a 99.999% uptime SLA and over 35 data centers globally, 8×8 guarantees reliable communication services regardless of location. This extensive infrastructure ensures high-quality call connections and minimal downtime, allowing businesses to operate effectively across multiple regions.