The Certified, Omnichannel Contact Centre Built for Teams-first Enterprises.

8x8 Contact Centre for Microsoft Teams

8x8 Contact Centre for Microsoft Teams is a Microsoft-certified contact centre solution that brings customer calls, chats, emails and social messages into the Teams environment your organisation already uses. Agents work in the 8x8 workspace to handle customer interactions, while real-time Teams presence, two-way chat and free on-net calling keep them connected to back-office experts without switching apps. Built on 8x8’s global voice platform with full omnichannel support, intelligent routing, AI-driven analytics and simple cloud deployment, it gives Teams-first organisations a faster, more connected and more reliable way to serve customers.

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Why Choose Britannic for 8x8 Contact Centre for Microsoft Teams

At Britannic, we make sure your contact centre doesn’t just work with Teams — it becomes an integrated part of how your organisation communicates. We take a consultative approach, aligning routing, roles, processes and data flows with your wider CX strategy and Microsoft environment. Our engineering teams handle the design and integration end-to-end, while our Intelligent Managed Services provide ongoing optimisation, monitoring and issue prevention. You get a smoother deployment, stronger adoption and a Teams-native experience that performs reliably at scale.

Key Features of 8x8 Contact Centre for Microsoft Teams

Microsoft-Certified Teams Integration

A fully certified contact centre solution built on Microsoft’s Connect Model, ensuring seamless interoperability with Teams for presence, calling and collaboration. Agents stay in the 8x8 workspace for customer interactions while working natively with Teams for internal communication.

Unified Omnichannel Workspace

Agents handle voice, chat, email and social channels from one interface, eliminating tool-switching and maintaining a consistent customer experience across every interaction.

Real-Time Collaboration with Teams Users

Integrated Teams presence, two-way chat, and free on-net calling make it easy for agents to reach internal experts instantly, improving resolution times and reducing customer effort.

Intelligent Routing & IVR

Skills-based routing and intelligent IVR connect customers to the best-qualified agent using skills, availability and context — all powered by 8x8’s contact centre engine.

AI-Powered Analytics & Quality Management

Built-in sentiment analysis, speech analytics, and automated quality management enable supervisors to analyse 100% of interactions, coach agents effectively and continuously improve performance.

Global PSTN Reach & Enterprise Reliability

Customer calls run on 8x8’s global voice network, providing unlimited calling to 48 countries, 99.999% uptime, fraud detection and full compliance-ready call recording.

Prebuilt CRM Integrations & Advanced Reporting

Native integrations with Dynamics 365, Salesforce, Zendesk, ServiceNow and others keep data in sync, while advanced dashboards and performance reports provide a complete view of service quality.

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Begin to Harness the Power of 8x8 Contact Centre and Microsoft Teams

Read 8x8’s Contact Centre for Microsoft Teams Datasheet

Business Benefits of 8x8 Contact Centre for MS Teams

  • Shorten customer wait times by enabling agents to involve the right internal experts instantly, improving first-contact resolution and overall responsiveness.
  • Create a more consistent customer journey by centralising all customer interactions into one coordinated workflow instead of fragmented tools.
  • Increase agent confidence and performance through easier access to support, clearer visibility of colleagues’ availability and automated insights that guide improvement.
  • Accelerate operational decision-making with unified data across interactions, giving leaders clarity on trends, bottlenecks and service quality.
  • Reduce technology sprawl and maintenance costs by combining contact centre and Teams voice under a single cloud platform and vendor.
  • Support business growth without disruption thanks to global voice reach, high reliability and a platform designed to scale with changing demand.
  • Strengthen collaboration across the organisation by bringing customer-facing teams and Teams-based experts into a single connected workflow.
  • Protect compliance and reduce risk with enterprise-grade security, call recording and consistent quality monitoring built into the platform.

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Prerequisites to deploying 8x8 Contact Centre for Microsoft Teams

To deploy 8x8 Contact Centre for Microsoft Teams, your organisation will need:

  • An 8x8 X Series licence that includes 8x8 Contact Centre
    (This provides the core contact centre functionality and 8x8’s global voice platform.)
  • A Microsoft 365 or Office 365 commercial licence that includes Microsoft Teams
    (Your users must be licensed for Teams as part of your Microsoft tenant.)
  • Microsoft 365 Phone System or Microsoft Teams Phone Standard
    (Required to enable calling capabilities and to support the certified integration.)
8x8 Contact Centre for MS Teams FAQ
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