8x8 Contact Center
TL;DR
8x8 Contact Center is a cloud contact center platform that unifies voice, chat, email, and SMS with analytics and workforce management tools.
Key Facts
Pricing
Starting at Custom quote
Contact Center
- Omnichannel routing and queueing
- Call recording and quality management
- Workforce management tools
- Analytics and reporting
Additional Pricing Information
8x8 Contact Center is quote-based. Pricing depends on agent count, channels, and required integrations.
Details
What is 8x8 Contact Center?
8x8 Contact Center is a cloud-based platform for unifying customer interactions across voice, chat, email, video, and SMS. It includes self-service automation, real-time analytics, recording, and workforce management features. Reviewers score it 8.9 out of 10 across 388 TrustRadius reviews, highlighting ease of use, HD voice quality, and reliability for large contact-center operations. The main drawbacks are inconsistent support experiences and integration gaps, especially with CRM systems.
Key Features
- *Omnichannel Routing** — Distribute interactions across voice, chat, email, and SMS
- *Call Recording** — Quality assurance and compliance-ready conversation storage
- *Workforce Management** — Scheduling, forecasting, and adherence tracking
- *Analytics** — Real-time dashboards and historical reporting
- *Self-Service Automation** — IVR and bot-assisted deflection
- *Integrations** — CRM and workforce tool connections with setup effort
Who is it for?
- Mid-to-large contact centers needing reliable voice and omnichannel support
- Organizations migrating from on-premise telephony
- Teams wanting cloud scaling without deep telephony expertise
- Companies already using 8x8 for unified communications
Who is it NOT for?
- Tiny teams where phone and email support is already simple
- Buyers needing deep, native CRM workflow out of the box
- Organizations with highly customized legacy switch gear
- Teams that need very low-latency on-prem contact-center control
The Bottom Line
8x8 Contact Center is a strong choice for mid-to-large teams that want solid voice, omnichannel support, and easier cloud scaling. The 8.9 reviewer score reflects real operational strengths. Just validate CRM integration and support-model fit before committing at scale.
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