Omnichannel routing, IVR, workforce management, quality management, and analytics. Insurance-specific capabilities include automated policy information access, claims status updates, and compliant call recording with encryption.
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
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Channel Integration Support for handling all major customer communication channels within a unified interface. |
8x8 Contact Center advertises “true omnichannel” support for voice, chat, email, SMS and social channels all in a single Agent Workspace (8x8 Contact Center datasheet). | |
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Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
Agents can view and handle multiple live chats, emails and voice calls in parallel; presented in 8x8 collateral as “multichannel concurrent sessions”. | |
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Unified Customer View Complete interaction history and profile shown regardless of channel. |
The Agent Workspace shows full interaction history across all channels for each customer (8x8 Unified Customer Experience description). | |
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Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
8x8 Social Media channels (Facebook, Twitter, WhatsApp) are listed as native or Connect-based integrations for monitoring and responding. | |
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Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
Skills-, priority- and AI-based omnichannel routing engine automatically directs contacts to best agent. | |
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Channel Capacity Maximum number of concurrent sessions handled per channel. |
No information available | |
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Email Parsing Automatically extracts and categorizes content from inbound emails. |
Inbound email channel supports automatic parsing and case creation (referenced in 8x8 Email Channel configuration guide). | |
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SMS Integration Enables two-way interaction via SMS. |
Two-way SMS is provided through 8x8 SMS channel option. | |
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Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
Context is preserved when switching from chat to voice or email; highlighted as ‘channel pivot’ feature. | |
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Mobile App Support Supports customer contacts through mobile apps. |
8x8 Work mobile app allows customer communications from mobile devices. | |
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Self-Service Portals Empowers customers to find solutions independently across channels. |
Self-service via IVR, speech bots and knowledge-base backed virtual agent for customers. |
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Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
Skills and proficiency values are routable parameters in 8x8’s routing profiles. | |
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Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
Auto case / queue assignment rules are configurable in the admin UI. | |
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Priority Queuing Routes urgent requests ahead of routine inquiries. |
Priority queues can push VIP/urgent contacts ahead (documented as ‘priority routing’). | |
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Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
Callback-in-queue and scheduled callback options are native features. | |
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Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
Graphical workflow designer (IVR / Interaction Flow) enables custom escalation & follow-up paths. | |
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Average Assignment Speed Time taken to assign a new inquiry to an agent. |
No information available | |
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Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
Rules can escalate based on SLA timers or sentiment conditions (Quality Management workflow). | |
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Load Balancing Distributes inquiries evenly among available agents. |
Load balancing is part of the cloud routing engine distributing contacts across logged-in agents. | |
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Automation Limits Maximum number of concurrent workflow automations. |
No information available |
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Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
Queue/interaction panel tracks status from start to completion; searchable historical records. | |
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SLA Management Tracks compliance to service level agreements for response and resolution times. |
SLA timers with visual warnings and reports are standard in 8x8 Analytics. | |
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Automated Case Updates Sends status updates to customers and agents automatically. |
Automated notifications are sent to customers on status changes via email/SMS templates. | |
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Historical Case Access Enables retrieval of closed and archived cases for future reference. |
Closed interaction history is retained and searchable per compliance retention settings. | |
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Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
Admins can define custom tags/labels for interactions to enable filtering in reports. | |
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Resolution Time Average Typical time taken to resolve cases. |
No information available | |
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Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
No information available | |
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Agent Notes & Attachments Agents can append notes and documents to a case file. |
Agents can add private notes and upload attachments to the interaction record. | |
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Audit Trail Records all actions and changes made to a case. |
System audit trail logs every configuration and interaction change; referenced in compliance docs. |
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Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
8x8 Knowledge Base is integrated and searchable from the Agent Workspace. | |
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AI-powered Suggestions Recommends relevant articles or templates during interactions. |
No information available | |
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Document Upload & Versioning Agents can add new documents and update versions with approval process. |
Knowledge authors can upload documents and maintain versions with approval steps. | |
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Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
No information available | |
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Number of Knowledge Articles Capacity of the knowledge repository. |
No information available | |
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Multilingual Support Knowledge base content available in multiple languages. |
Knowledge articles support language variants; 8x8 lists multilingual KB feature. | |
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Content Approval Workflow Enforces peer or management approval before publication. |
No information available | |
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Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
Analytics module shows article views and usage statistics. |
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Open API Access Provides documented APIs for integration with third-party systems. |
8x8 offers REST APIs & WebRTC SDKs documented publicly. | |
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Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
Pre-built connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, etc. | |
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Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
No information available | |
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Webhook Support Enables event-driven push notifications to external systems. |
Event webhooks (InteractionCompleted, RecordingAvailable, etc.) are documented in Developer portal. | |
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Scripting and Custom Modules Custom logic or integrations can be added by developers. |
Scripting (JavaScript) in Integration Manager and custom modules are supported. | |
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API Call Throughput Maximum number of external API calls supported per minute. |
No information available | |
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Data Import/Export Bulk import/export of contacts, history, or workflows. |
Bulk CSV import/export available from Admin UI and APIs. |
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Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
Real-time wallboards and dashboards for queues, agents, SLA. | |
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Historical Analytics Aggregated performance and trend analysis over custom periods. |
Historical analytics with custom date ranges in 8x8 Analytics. | |
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Custom Report Builder Allows users to create tailored reports from raw data. |
Report designer lets users build ad-hoc reports. | |
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Scheduled Report Delivery Automatically sends reports on a set schedule. |
Reports can be emailed or FTP’d on scheduled cadence. | |
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KPIs Monitored Number of key metrics tracked out of the box. |
No information available | |
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Data Export Formats Supports export to CSV, Excel, PDF, etc. |
Exports available in CSV, XLSX and PDF formats. | |
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Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
Dashboards allow clicking into queues, agent and interaction level (drill-down). |
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Post-Interaction Surveys Automatically solicit feedback after case completion. |
Post-call survey IVR or SMS functionality is built-in. | |
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Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
Survey templates include NPS calculation. | |
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CSAT Tracking Measures customer satisfaction over time. |
CSAT scoring captured through survey and reported in Analytics. | |
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Feedback Management Central repository for storing feedback and complaints. |
Feedback and complaints stored as interaction records; searchable. | |
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Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
Speech and text analytics module calculates real-time sentiment. | |
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Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
No information available | |
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Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
Negative survey results can auto-open escalation tasks — documented in workflow examples. |
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Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
Supervisors can listen live, view screens and metrics in Supervisor Console. | |
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Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
Whisper, barge-in and takeover are included in Quality Management package. | |
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Agent Scorecards Automated metrics/result dashboards per agent. |
Agent scorecards with KPIs and QA evaluations available. | |
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Gamification Features Leaderboards, badges, and incentives to motivate staff. |
No information available | |
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Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
Workforce Management module tracks schedule adherence vs actual login. | |
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Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
No information available | |
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Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
Automated KPI breach alerts sent to supervisors via email/SMS. |
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Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
AES-256 encryption at rest and TLS 1.2+ in transit cited in security whitepaper. | |
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Role-based Access Control Granular control over agent and supervisor permissions. |
Role/permission profiles configurable for agents, supervisors, admins. | |
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GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
8x8 states readiness for GDPR and CCPA with DPA and data-subject tools. | |
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Audit Logging Detailed logs for compliance and forensics. |
Comprehensive audit logging available for all admin and user actions. | |
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Single Sign-On (SSO) Support Integrates with corporate identity providers. |
Supports SAML 2.0 SSO with Okta, Azure AD, etc. | |
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Data Retention Policies Customizable schedules for retention and deletion. |
Retention schedules configurable per interaction type (per compliance centre). | |
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Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
Holds ISO 27001 and SOC 2 Type II certifications (security page). | |
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PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
Recording redaction masks PCI/PII; highlighted as ‘secure call recording with redaction’. |
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Concurrent User Limit Maximum number of simultaneous agent logins supported. |
No information available | |
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Uptime SLA Guaranteed system uptime as a percentage. |
No information available | |
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Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
Active-active architecture with automated failover documented in DR overview. | |
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Geographic Redundancy Data and service distribution across multiple regions/data centers. |
Services deployed across multiple AWS regions for geo-redundancy. | |
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Auto-Scaling Automatically adds capacity during traffic spikes. |
Kubernetes-based micro-services auto scale during traffic spikes. | |
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Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
No information available | |
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Maintenance Notification System Alerts users to planned downtime or upgrades. |
Planned maintenance notifications sent via email and status page. |
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