Full details for 8x8
JavaScript is off. The full description, available review and related listings are shown below.
8x8 provides a unified cloud communications platform that enables businesses to manage voice calls, video meetings, chat, and contact center interactions. Users can access these services through desktop, web, and mobile apps, supporting workflows such as team messaging, call queues, and customer engagement. The platform integrates features like voicemail, call recording, analytics, and app integrations to streamline communication and collaboration across organizations.
Review
At a glance
8x8 provides a unified cloud communications platform that integrates voice, video, messaging, and contact center capabilities. Accessible via desktop, web, and mobile applications, 8x8 is designed for organizations seeking to streamline business communications and customer engagement. The platform supports a modular approach, allowing businesses to deploy only the features they need, from basic calling and messaging to advanced contact center operations. Its flexibility and scalability make it suitable for a wide range of industries and company sizes.
Capabilities
8x8 supports a comprehensive set of communication channels, including voice calls, video meetings, team messaging, SMS, fax, and contact center workflows. Users can manage calls, join video conferences, send and receive chat messages, and handle customer interactions through integrated queues. The platform offers voicemail, call recording, analytics, and integrations with third-party applications such as Microsoft 365, Google Contacts, Citrix VDI, and Azure (Entra). For organizations with contact center needs, 8x8 Engage enables handling of inbound and outbound phone queues, as well as digital interactions for certain license types. Workforce management tools are available for advanced scheduling and analytics.
Workflow
Users interact with 8x8 primarily through dedicated apps for desktop, web, and mobile devices. The workflow includes making and receiving calls, joining meetings, managing chat conversations, and handling contact center queues. Supervisors can monitor queues and agent performance, while admins configure users, licenses, and queue assignments through the admin console. 8x8 Engage users process queued inbound and outbound callbacks, enable or disable assigned call queues, and access features like SMS, team messaging, meetings, and fax. Supervisors can filter and monitor queues, view live metrics, and track wait times. The platform supports seamless transitions between devices and channels, ensuring continuity in communication.
Strengths
A major strength of 8x8 is its unified approach, bringing together multiple communication channels in a single platform. The availability of desktop, web, and mobile clients ensures flexibility for users across different environments. Features such as call recording, analytics, and integrations with popular business applications enhance productivity and streamline workflows. The platform's scalability allows it to serve organizations of various sizes, from small teams to large enterprises. Workforce management tools provide real-time visibility and automated scheduling for contact center operations. 8x8's modular licensing enables organizations to tailor the platform to their specific needs.
Limitations
Some advanced features, such as digital-only or omni-channel contact center capabilities, require specific licenses. 8x8 Engage users are limited to using 8x8 Work apps and cannot access the Agent Workspace. Certain queue types, like chat and email queues, may not function fully for Engage users. Outbound phone queues are restricted to IVR callbacks, and some features may require additional configuration or setup. The platform requires dedicated licenses for both 8x8 Contact Center and 8x8 Work provisioning for Engage users. Compatibility with operating systems and hardware should be verified before deployment.
Best for
8x8 is best suited for businesses seeking a unified communications solution that covers voice, video, chat, and contact center needs. It is particularly valuable for organizations that require integrated workflows across multiple devices and channels, and for those looking to centralize communication management and analytics. The platform is also well-suited for contact centers needing advanced queue management, workforce optimization, and real-time analytics. Its flexibility makes it a strong fit for industries such as sales, support, healthcare, real estate, and IT helpdesks.
Value and verdict
8x8 offers a robust set of communication tools that can be tailored to the needs of different organizations. Its modular licensing and broad feature set provide flexibility and scalability. While some advanced features require additional licenses, the platform's core capabilities are comprehensive and well-integrated. The availability of workforce management, analytics, and third-party integrations enhances its value for organizations aiming to streamline their communications infrastructure. 8x8's unified approach and support for multiple devices and channels make it a strong choice for businesses seeking to improve productivity and customer engagement.
Key features
- Voice calling
- Video meetings
- Team messaging
- Call queues
- Voicemail
- Call recording
- Analytics
- App integrations
Explore AI tools
- Aircall — Aircall is an AI-powered customer communications platform for sales and support teams, offering voice, messaging, and 250+ integrations. (Communication, Paid)
- Around — Around — Lightweight video calling tool designed for remote team collaboration (Communication, Freemium)
- Avoma — Avoma is an AI platform for meeting notes, scheduling, coaching, and revenue intelligence. (Communication, Freemium)
- BlueJeans — BlueJeans — Cloud video conferencing platform with interoperability features (Communication, Paid)
- Chorus Meeting — Chorus Meeting — Conversation intelligence platform for analyzing sales meetings (Communication, Paid)
- CloudTalk — CloudTalk is an AI-powered business phone system for sales and support teams, offering smart routing, AI voice agents, and local numbers in 160+ countries. (Communication, Paid)
