Customer Experience Beyond the Contact Centre

8x8 Engage

8x8 Engage combines 8x8 Work with essential contact-centre capabilities to let employees outside the core contact centre handle queued customer calls and messages in the apps they already use. It’s built for teams like sales, service and specialists who support customers as part of their role but don’t need the full Contact Centre agent desktop. By extending queue-based interactions and AI-driven insights across more of the business, Engage helps organisations improve responsiveness, reduce pressure on the contact centre and deliver a more connected customer experience.

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Why Choose Britannic for 8x8 Engage

Choosing Britannic means getting more than a product — you get a partner who understands how to blend unified communications, light contact centre workflows and AI-driven insight into a single, coherent experience. We design 8x8 Engage around your real roles and processes, configuring queues, routing, integrations and supervision tools so it fits naturally into your 8x8 Work environment. And with our Intelligent Managed Services, your setup stays reliable, optimised and aligned as your customer engagement needs evolve.

Core Featues of 8x8 Engage

Unified 8x8 Work + Contact Centre Experience

Engage blends 8x8 Work with selected 8x8 Contact Centre capabilities, allowing users to receive and handle queued customer calls and interactions directly inside the 8x8 Work apps they already use.

Queue-Based Customer Interaction Handling

Users can be assigned to contact centre phone queues and take inbound customer calls without logging into a full contact centre desktop. Calls arrive through 8x8 Work on desktop, web, mobile or Teams.

Supervisor Workspace Access

Supervisors can monitor performance, view real-time activity and manage queue participation through Supervisor Workspace, launched directly from 8x8 Work.

AI-Powered Transcription, Summaries & Sentiment

8x8 Engage supports AI transcription, interaction summaries, sentiment analysis and speech analytics via Conversation IQ and Contact Centre add-ons. This gives teams deeper insight into every customer conversation.

Support for Multiple Endpoints

Agents can use 8x8 Work on desktop, web, mobile, desk phones or Microsoft Teams, giving complete flexibility in how they take and manage customer interactions.

CRM Integration Through 8x8 Work

Engage works with the full suite of 8x8 Work CRM integrations, including Salesforce, Dynamics, HubSpot, Zendesk, ServiceNow and more—allowing users to access customer data directly within their workflow.

Advanced Queue & Performance Management Options

Organisations can manage queue membership, routing settings, post-processing timers and user availability, with supervisors able to pause users, monitor status and review performance metrics.

Man with earphones in talking to customer on laptop

Requirements for Using 8x8 Engage

To run 8x8 Engage, each user requires:

  • 8x8 Work licence
  • 8x8 Engage Contact Centre licence
  • Optional add-ons: AI transcription, sentiment, quality management or analytics tools
  • Optional: 8x8 Voice for Microsoft Teams (if users take calls through Teams)

Extend Customer Support Beyond the Contact Centre

Arrange A Free Demo of 8x8 Engage
Business Benefits of 8x8 Engage
  • Unlock hidden capacity across the business by enabling non-contact-centre teams to absorb customer demand without adding headcount or expanding full CCaaS licensing.
  • Give customers faster access to the right expertise by routing queries directly to specialists and knowledge workers, not just frontline agents.
  • Improve first-contact resolution through tighter collaboration between teams who understand the customer’s issue best.
  • Reduce operational friction by keeping all communication — customer and internal — inside the same 8x8 Work apps employees already use.
  • Enhance service consistency across departments with shared queueing, oversight and quality tools that align how teams respond to customers.
  • Enable more flexible staffing models by letting people jump in and support customer queues during peak periods without formal contact centre training.
  • Lower technology and training overhead compared to rolling out full contact centre desktops to every customer-facing employee.
  • Strengthen governance and accountability with centralised supervisor oversight, analytics and recording across distributed teams.
8x8 Engage FAQs
Contact Us About 8x8 Engage

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