What is a Cloud Contact Centre?

A cloud contact centre is a platform that manages customer interactions across channels — voice, chat, email, social and messaging — without relying on physical on-premise hardware. Everything runs in the cloud, enabling faster scaling, easier updates and more flexible working models.

What’s the Difference Between a Call Centre and a Contact Centre?

A call centre focuses primarily on voice calls. A contact centre handles voice plus digital channels like chat, email, RCS, social media and messaging apps, enabling a more seamless, omnichannel customer experience.

Why Are Businesses Moving to Cloud-based Contact Centres?

Enterprises are shifting to cloud platforms for improved agility, lower operational costs, stronger analytics and the ability to support remote or hybrid teams. Cloud also enables faster deployment of AI, automation and new digital channels.

How Does AI Improve Contact Centre Performance?

AI can automate routine queries, support agents with real-time guidance, detect customer sentiment and surface insights to improve journey design and workforce planning. This reduces operational costs while improving speed and consistency.

Do Cloud Contact Centres Support Hybrid or Remote Agents?

Yes. Cloud contact centres are purpose-built for distributed teams, allowing agents to work securely from any location with real-time access to the same tools and data.

What Channels Does 8x8 Contact Centre Support?

8x8 supports all major channels — voice, email, web chat, RCS, social media, SMS, WhatsApp and other digital messaging platforms — all handled through a single agent workspace.

Does 8x8 Contact Centre Include AI Capabilities?

Yes. 8x8 provides AI-powered self-service, Agent Assist, sentiment analysis and real-time insights to automate low-value tasks and support faster, more consistent customer interactions.

Can 8x8 Contact Centre Integrate with Our CRM or Business Systems?

Absolutely. 8x8 integrates with tools like Salesforce, Microsoft Dynamics, ServiceNow, Zendesk and many others. Britannic can also connect custom systems using our NetConnect CTI platform.

What Licences Do We Need for 8x8 Contact Centre?

You need a Contact Centre licence (Agent, Supervisor or Advanced) plus an appropriate X Series licence such as X6, X7 or X8 — depending on your telephony, analytics and usage requirements.

Is 8x8 Contact Centre Suitable for Hybrid or Remote Teams?

Yes. It’s fully cloud-based and gives agents secure access to all tools from any location. Supervisors also get dashboards for real-time visibility and coaching.

Can We Scale 8x8 Contact Centre as Our Business Grows?

Yes. 8x8 is designed to scale across teams, sites and geographies without complex infrastructure changes. New channels and features can be added as your CX strategy evolves.

Does 8x8 Support Secure, Compliant Payments?

Yes. 8x8 Secure Payments allows customers to enter card details safely during calls without agents seeing or hearing sensitive information — reducing PCI DSS compliance risk.

How Does Britannic Support an 8x8 Contact Centre Deployment?

As an 8x8 Summit Partner, we design, integrate and manage the solution end-to-end. This includes journey mapping, system integration, AI configuration and ongoing optimisation.

Britannic | 8x8 Contact Centre (CCaaS)

Woman with headphones smiling on phone to customer

Why Choose Britannic for 8x8 Contact Centre

Choosing Britannic means partnering with a team that understands customer experience from both a business and technology perspective. We combine 8x8’s advanced CCaaS capabilities with our decades of integration expertise, ensuring your contact centre connects seamlessly with your wider communications, CRM and data ecosystem. Our consultative approach focuses on measurable outcomes - improved first-contact resolution, reduced handling times and elevated customer satisfaction, all underpinned by proactive management and continuous optimisation.

Learn More About Our 8x8 Partnership

Core Features Of 8x8 Contact Centre

Omnichannel Routing

Serve customers consistently across voice, chat, email, SMS, RCS and social channels. Intelligent routing uses intent, skills and context to send every customer to the right place first time. Agents see full history across channels, keeping experiences seamless end-to-end.

Intuitive Workspaces

Agents and supervisors work from a single, unified interface built for speed and clarity. Real-time insights, streamlined workflows and low-code flexibility help teams adapt quickly. Everything needed to support customers sits in one place, no app-hopping.

Analytics & Insights

Get a unified view of customer interactions with performance dashboards, sentiment analysis and trend reporting. Leaders can coach in real time and identify bottlenecks early. Data becomes actionable, helping teams improve quality and productivity continuously.

AI & Automation

AI enhances decision-making with predictive insights and automated workflows. It reduces manual effort for agents and ensures customers receive faster, more accurate responses. Context-aware guidance supports consistent customer experience at scale.

AI Self-Service

Virtual assistants resolve common queries instantly across voice and digital channels. They reduce wait times, lower operational costs and improve customer satisfaction. When escalation is needed, full context transfers to the agent.

Agent Assist

Real-time transcription, summarisation, and knowledge suggestions support agents during every conversation. It reduces after-call work and helps maintain consistency and compliance. Every agent can perform like your best agent.

Outbound Campaigns

Automated diallers (preview, power and predictive) help teams reach more customers efficiently. Campaign tools support sales, collections, notifications and service follow-ups. Compliance and contact strategies are built in by design.

Workforce Engagement Management

WEM tools forecast demand, schedule teams and manage quality in one place. Supervisors gain clear visibility of performance and can coach effectively. Agents benefit from fair, predictable scheduling and structured development.

Secure Payments & Integrations

PCI-compliant secure payment solutions protect customers and remove sensitive data from the agent environment. Native integrations connect the contact centre to CRMs, ERPs and productivity tools for smoother workflows. With everything connected, agents access customer context instantly and resolve faster.

Automated Quality Management

Automatically analyse 100% of interactions with AI-driven scoring to surface trends, compliance risks, and coaching opportunities ensures consistent evaluations at scale, reducing manual QA effort and accelerating performance improvement.

Business Benefits of 8x8 Contact Centre

Resolve customer issues faster with intelligent routing, AI assistance, and full interaction context in one place — directly improving CSAT and reducing friction across journeys.
Lower cost-to-serve by deflecting routine queries to AI self-service, reducing handling times and consolidating multiple legacy systems into one cloud platform.
Increase agent productivity and consistency with unified workspaces, automated after-call work and real-time support that helps every agent perform like a top performer.
Improve first-contact resolution by giving teams complete visibility of customer history, intent and sentiment, reducing repeat contacts and operational waste.

Gain real-time operational visibility with unified analytics and sentiment intelligence that help leaders spot issues early, make faster decisions and optimise performance proactively.
Scale globally and flexibly with a cloud-native platform that expands across channels, teams and geographies without infrastructure constraints.
Strengthen compliance and reduce risk through PCI-compliant payment flows, secure data handling and enterprise-grade governance baked into the platform.
Drive revenue and retention through smarter outbound campaigns, proactive customer engagement and a more consistent experience across every touchpoint.

8x8 Contact Centre Licensing

To run 8x8 Contact Centre effectively, users are assigned two types of licences:

Contact Centre licence (Agent, Supervisor or Advanced)
An 8x8 X Series licence (which provides the telephony, collaboration and voice minutes your teams need).

Below is a concise breakdown of what each one covers and when it is typically required.

8x8 Contact Centre License Overview

License Type	What It Includes	Ideal For
Contact Centre Agent	Omnichannel routing, Agent Workspace, interaction handling, CRM integrations, standard analytics	Frontline agents handling inbound & outbound customer conversations
Contact Centre Supervisor	All Agent features plus monitoring tools, dashboards, reporting, coaching controls	Team leaders managing performance, QA and live operations
Contact Centre Advanced / Expert	Workforce Engagement Management (WEM), Quality Management, extended analytics, advanced configuration	Operations managers, analysts and workforce planners needing deeper control

8x8 X Series Licences (Required for Telephony & Voice Capabilities)

X Series License	What It Includes	Ideal For
X6	Full telephony, agent & supervisor interface, advanced analytics dashboards, contact centre reporting, 4,000 pooled minutes per concurrent CC seat	Standard contact centre agents and supervisors who need voice-centric CC capabilities
X7	Everything in X6 plus enhanced automation, expanded routing options, broader channel support, deeper analytics	More complex or multi-channel teams requiring higher capability and flexibility
X8	Everything in X7 plus outbound dialler support, enterprise-grade analytics, expanded global calling, advanced integrations	Large, high-volume, or multi-site CX operations running full omnichannel and outbound

Get in Touch to Discuss Your Options

8x8 Contact Centre FAQ's

A cloud contact centre is a platform that manages customer interactions across channels — voice, chat, email, social and messaging — without relying on physical on-premise hardware. Everything runs in the cloud, enabling faster scaling, easier updates and more flexible working models.
A call centre focuses primarily on voice calls. A contact centre handles voice plus digital channels like chat, email, RCS, social media and messaging apps, enabling a more seamless, omnichannel customer experience.
Enterprises are shifting to cloud platforms for improved agility, lower operational costs, stronger analytics and the ability to support remote or hybrid teams. Cloud also enables faster deployment of AI, automation and new digital channels.
AI can automate routine queries, support agents with real-time guidance, detect customer sentiment and surface insights to improve journey design and workforce planning. This reduces operational costs while improving speed and consistency.
Yes. Cloud contact centres are purpose-built for distributed teams, allowing agents to work securely from any location with real-time access to the same tools and data.
8x8 supports all major channels — voice, email, web chat, RCS, social media, SMS, WhatsApp and other digital messaging platforms — all handled through a single agent workspace.
Yes. 8x8 provides AI-powered self-service, Agent Assist, sentiment analysis and real-time insights to automate low-value tasks and support faster, more consistent customer interactions.
Absolutely. 8x8 integrates with tools like Salesforce, Microsoft Dynamics, ServiceNow, Zendesk and many others. Britannic can also connect custom systems using our NetConnect CTI platform.
You need a Contact Centre licence (Agent, Supervisor or Advanced) plus an appropriate X Series licence such as X6, X7 or X8 — depending on your telephony, analytics and usage requirements.
Yes. It’s fully cloud-based and gives agents secure access to all tools from any location. Supervisors also get dashboards for real-time visibility and coaching.
Yes. 8x8 is designed to scale across teams, sites and geographies without complex infrastructure changes. New channels and features can be added as your CX strategy evolves.
Yes. 8x8 Secure Payments allows customers to enter card details safely during calls without agents seeing or hearing sensitive information — reducing PCI DSS compliance risk.
As an 8x8 Summit Partner, we design, integrate and manage the solution end-to-end. This includes journey mapping, system integration, AI configuration and ongoing optimisation.

Get in Touch and Discover 8x8 Contact Centre

Britannic’s 8x8 Contact Centre delivers seamless omnichannel customer experiences, backed by expert support and optimisation. If you want a reliable, scalable, and tailored contact centre solution, get in touch with Britannic today.