FAQs

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

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.

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.

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.

No. With solutions like 8x8 Engage, users outside the formal contact centre can take queued customer calls without a full agent interface.

Yes. With centralised queue routing, supervisor oversight and call recording, organisations can maintain governance even when support extends beyond the contact centre.

Absolutely. AI transcripts, summaries and sentiment analysis help any team learn from customer interactions, spot trends and improve service quality.

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.

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.

No. 8x8 Work licence 8x8 Engage Contact Centre licence.