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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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You’ll need:
- An 8x8 X Series licence that includes Contact Centre
- A Microsoft 365 or Office 365 licence with Teams
- Microsoft Phone System or Teams Phone Standard
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No. It requires no SBCs, no SIP trunk setup and no PowerShell scripts. Everything is managed through a single cloud portal, reducing IT workload significantly.
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A hybrid contact centre blends traditional agents with other customer-facing employees who handle interactions as part of their role. Tools like 8x8 Engage make this possible without giving everyone a full agent desktop.
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Because customers often need help from specialists, advisors or knowledge workers—not just frontline agents. Extending CX tools to these roles speeds up resolution and increases first-contact success.
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No. With solutions like 8x8 Engage, users outside the formal contact centre can take queued customer calls without a full agent interface.
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