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Yes. With centralised queue routing, supervisor oversight and call recording, organisations can maintain governance even when support extends beyond the contact centre.
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Absolutely. AI transcripts, summaries and sentiment analysis help any team learn from customer interactions, spot trends and improve service quality.
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8x8 Engage combines 8x8 Work with selected 8x8 Contact Centre capabilities, allowing non-contact-centre employees to take queued calls and messages inside the 8x8 Work apps they already use.
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Yes. 8x8 Engage runs inside the 8x8 Work apps (desktop, web, mobile, desk phones or Teams). It cannot be used without an 8x8 Work licence.
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No. 8x8 Work licence 8x8 Engage Contact Centre licence.
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It’s ideal for specialists, advisors, sales teams, field staff and knowledge workers who speak to customers but don’t need a full contact centre desktop.
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Yes. Supervisors get access to Supervisor Workspace, where they can view activity, pause agents and monitor queues—even though users stay inside 8x8 Work.
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Yes. Through add-ons like Conversation IQ or Speech Analytics, Engage can provide transcripts, summaries, sentiment scoring and interaction insights.
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Yes. When paired with 8x8 Voice for Microsoft Teams and the correct Teams licences, Engage users can take queued calls through Teams with presence sync.
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Yes. Engage supports all 8x8 Work CRM integrations including Salesforce, Dynamics, HubSpot, Zendesk, ServiceNow and more.
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