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Voice, email, chat, SMS, messaging apps, and social media can all be handled from one platform, giving customers more choice and improving service consistency.
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It uses Microsoft’s certified Connect Model, meaning Teams presence, chat and internal calling are synced natively, while customer interactions run on 8x8’s global voice and omnichannel platform.
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Customer calls route through 8x8’s PSTN and contact centre platform, not through Teams. Teams is used for internal collaboration, not for handling external customer calls.
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8x8 supports voice, chat, email and social channels in one workspace, allowing agents to manage all interactions without leaving the 8x8 application.
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No. The solution does not currently include customer-facing video interactions. It focuses on voice and digital channels while using Teams for internal communication.
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The platform includes sentiment analysis, speech analytics, intelligent assistants and automated quality management, helping monitor performance and improve service quality.
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Yes. Agents can see real-time Teams presence, start two-way Teams chats and make free on-net internal calls to experts without disrupting the customer interaction.
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It integrates natively with Dynamics 365, Salesforce, Zendesk, ServiceNow, Netsuite and more, keeping customer data centralised and up to date.
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Yes. It is fully cloud-based, requires no downloads or local installs, and works across desktop, web and mobile Teams clients—making it ideal for distributed teams.
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The solution is backed by 8x8’s 99.999% uptime SLA, global PSTN network and built-in fraud detection for enterprise-grade performance.
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