8x8 is a combined communications platform that pairs a full contact center with business phone and video in one system. Its edge is a single vendor for both UCaaS and CCaaS, so agents and back-office staff share one directory and presence.
8x8 is the pragmatic pick when you want your business phone system and contact center from one vendor on one platform — agents and non-agent staff share directory, presence, and calling, which simplifies transfers and vendor management. The trade-off is that its contact-center depth in the most demanding enterprise WFM and AI scenarios trails the pure-play CCaaS leaders.
8x8 delivers UCaaS (business phone, meetings, team chat) and CCaaS (ACD, IVR, digital channels) on a single platform under its XCaaS positioning. The appeal is consolidation: rather than integrating a separate phone system and contact center, agents and the wider organization live in one directory with shared presence and one bill.
The contact center covers voice and digital channels, self-service, and analytics, with built-in quality management and workforce tooling, plus native global calling that 8x8 is known for. It is sold per user or per agent by tier, making it a strong value play for organizations that want both communications layers unified.
Business phone, meetings, chat, and contact center on one platform with a shared directory.
Voice and digital channels routed with skills-based logic in a single agent workspace.
Strong international coverage and unlimited calling plans across many countries.
Quality management, recording, and workforce tooling included in higher tiers.
Self-service, agent assist, and interaction analytics layered across the platform.
Agents reach back-office experts directly via shared presence, speeding resolution.
Organizations that want to consolidate phone and contact center under one vendor.
Teams needing broad international calling and coverage out of the box.
Centers where agents frequently pull in back-office experts to resolve cases.
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