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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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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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