Deliver consistency across channels
Ensure continuity across all digital channels, handled from a single solution.
Digital Channels
Digital Channels
8x8 Digital Channels is an interaction routing solution that enables contact centers the ability to enhance customer experiences by providing freedom in channel choice when interacting with the business.
Streamline every interaction
Handle all interactions through a single pane of glass and intuitive workflows for all your channels.
Capture valuable insights
Holistic reporting across all channels delivers a simplified, single source of truth.
Deliver consistency across channels
Ensure continuity across all digital channels, handled from a single solution.
Streamline every interaction
Handle all interactions through a single pane of glass and intuitive workflows for all your channels.
Capture valuable insights
Holistic reporting across all channels delivers a simplified, single source of truth.
Deliver consistency across channels
Ensure continuity across all digital channels, handled from a single solution.
Streamline every interaction
Handle all interactions through a single pane of glass and intuitive workflows for all your channels.
Capture valuable insights
Holistic reporting across all channels delivers a simplified, single source of truth.
Deliver consistency across channels
Ensure continuity across all digital channels, handled from a single solution.
Streamline every interaction
Handle all interactions through a single pane of glass and intuitive workflows for all your channels.
Capture valuable insights
Holistic reporting across all channels delivers a simplified, single source of truth.
Improve CX through a simplified agent experience.
Reduce cognitive load by providing a digital channel experience in a single pane of glass and an easy-to-use interface.
- Deliver a frictionless experience as you meet customers where they are today.
- Minimize agent training times with a single, intuitive interface to handle all voice and digital channels.
Capture rich context.
Easily personalize the customer journey across channels, by providing agents with access to customer data via Agent Workspace.
- Obtain greater customer insights into the cross-channel customer experience.
- Drive customer loyalty by personalizing and simplifying their interactions.
Improve customer retention.
Align your business to the desired digital interaction experience.
- Impress customers by delivering continuity across all channels offered.
- Improve operational efficiencies by deflecting basic interactions to more transactional channels.
- Identify assumptions and discover areas of improvement within the customer experience across the entire organization.
Experiment with and easily add new channels.
Mitigate risk by easily adding or subtracting digital channels from your environment to find the best fit for consumer demands.
- Proactively communicate customer insights like sentiment, preferences, and quality to key stakeholders to stay on pace with expectations.
- Quickly and easily add new and emerging digital channels to your contact center.
Improve CX through a simplified agent experience.
Reduce cognitive load by providing a digital channel experience in a single pane of glass and an easy-to-use interface.
- Deliver a frictionless experience as you meet customers where they are today.
- Minimize agent training times with a single, intuitive interface to handle all voice and digital channels.
Capture rich context.
Easily personalize the customer journey across channels, by providing agents with access to customer data via Agent Workspace.
- Obtain greater customer insights into the cross-channel customer experience.
- Drive customer loyalty by personalizing and simplifying their interactions.
Improve customer retention.
Align your business to the desired digital interaction experience.
- Impress customers by delivering continuity across all channels offered.
- Improve operational efficiencies by deflecting basic interactions to more transactional channels.
- Identify assumptions and discover areas of improvement within the customer experience across the entire organization.
Experiment with and easily add new channels.
Mitigate risk by easily adding or subtracting digital channels from your environment to find the best fit for consumer demands.
- Proactively communicate customer insights like sentiment, preferences, and quality to key stakeholders to stay on pace with expectations.
- Quickly and easily add new and emerging digital channels to your contact center.
Improve CX through a simplified agent experience.
Reduce cognitive load by providing a digital channel experience in a single pane of glass and an easy-to-use interface.
- Deliver a frictionless experience as you meet customers where they are today.
- Minimize agent training times with a single, intuitive interface to handle all voice and digital channels.
Capture rich context.
Easily personalize the customer journey across channels, by providing agents with access to customer data via Agent Workspace.
- Obtain greater customer insights into the cross-channel customer experience.
- Drive customer loyalty by personalizing and simplifying their interactions.
Improve customer retention.
Align your business to the desired digital interaction experience.
- Impress customers by delivering continuity across all channels offered.
- Improve operational efficiencies by deflecting basic interactions to more transactional channels.
- Identify assumptions and discover areas of improvement within the customer experience across the entire organization.
Experiment with and easily add new channels.
Mitigate risk by easily adding or subtracting digital channels from your environment to find the best fit for consumer demands.
- Proactively communicate customer insights like sentiment, preferences, and quality to key stakeholders to stay on pace with expectations.
- Quickly and easily add new and emerging digital channels to your contact center.
Improve CX through a simplified agent experience.
Reduce cognitive load by providing a digital channel experience in a single pane of glass and an easy-to-use interface.
- Deliver a frictionless experience as you meet customers where they are today.
- Minimize agent training times with a single, intuitive interface to handle all voice and digital channels.
Capture rich context.
Easily personalize the customer journey across channels, by providing agents with access to customer data via Agent Workspace.
- Obtain greater customer insights into the cross-channel customer experience.
- Drive customer loyalty by personalizing and simplifying their interactions.
Improve customer retention.
Align your business to the desired digital interaction experience.
- Impress customers by delivering continuity across all channels offered.
- Improve operational efficiencies by deflecting basic interactions to more transactional channels.
- Identify assumptions and discover areas of improvement within the customer experience across the entire organization.
Experiment with and easily add new channels.
Mitigate risk by easily adding or subtracting digital channels from your environment to find the best fit for consumer demands.
- Proactively communicate customer insights like sentiment, preferences, and quality to key stakeholders to stay on pace with expectations.
- Quickly and easily add new and emerging digital channels to your contact center.
One system of engagement for all channels
- Support for prebuilt and customer workflows
- Integrated CRM routing
- Dynamic email queues can be configured to support time-based processing, skill-based assignment, and priority routing
Chat
- Handle up to six concurrent chat sessions at a given time
- Real-time translation available for multiple languages
- Flexible, customizable, and proactive chat on your website
SMS
- One-way and two-way SMS messaging
- Bulk messaging available for campaigns and high volume communications
- Send knowledge base articles links via SMS
One system of engagement for all channels
- Support for prebuilt and customer workflows
- Integrated CRM routing
- Dynamic email queues can be configured to support time-based processing, skill-based assignment, and priority routing
Chat
- Handle up to six concurrent chat sessions at a given time
- Real-time translation available for multiple languages
- Flexible, customizable, and proactive chat on your website
SMS
- One-way and two-way SMS messaging
- Bulk messaging available for campaigns and high volume communications
- Send knowledge base articles links via SMS
One system of engagement for all channels
- Support for prebuilt and customer workflows
- Integrated CRM routing
- Dynamic email queues can be configured to support time-based processing, skill-based assignment, and priority routing
Chat
- Handle up to six concurrent chat sessions at a given time
- Real-time translation available for multiple languages
- Flexible, customizable, and proactive chat on your website
SMS
- One-way and two-way SMS messaging
- Bulk messaging available for campaigns and high volume communications
- Send knowledge base articles links via SMS
One system of engagement for all channels
- Support for prebuilt and customer workflows
- Integrated CRM routing
- Dynamic email queues can be configured to support time-based processing, skill-based assignment, and priority routing
Chat
- Handle up to six concurrent chat sessions at a given time
- Real-time translation available for multiple languages
- Flexible, customizable, and proactive chat on your website
SMS
- One-way and two-way SMS messaging
- Bulk messaging available for campaigns and high volume communications
- Send knowledge base articles links via SMS
Social Media
- Facebook & Twitter direct messages
- Collect your customer data automatically using easy scripting tools
- Assign rules and logic to route social media interactions to the best possible agent
Messaging Apps
- WhatsApp, Viber, WeChat, Zalo and more...
- Flexible APIs so you can customize your workflows
- Automate system messaging for intelligent interactions
Co-browse
- Secure co-browse solution with flexible control modes
- No installation required for your customers making the experience completely frictionless
- Engage in co-browse sessions via chat or voice interactions
Social Media
- Facebook & Twitter direct messages
- Collect your customer data automatically using easy scripting tools
- Assign rules and logic to route social media interactions to the best possible agent
Messaging Apps
- WhatsApp, Viber, WeChat, Zalo and more...
- Flexible APIs so you can customize your workflows
- Automate system messaging for intelligent interactions
Co-browse
- Secure co-browse solution with flexible control modes
- No installation required for your customers making the experience completely frictionless
- Engage in co-browse sessions via chat or voice interactions
Social Media
- Facebook & Twitter direct messages
- Collect your customer data automatically using easy scripting tools
- Assign rules and logic to route social media interactions to the best possible agent
Messaging Apps
- WhatsApp, Viber, WeChat, Zalo and more...
- Flexible APIs so you can customize your workflows
- Automate system messaging for intelligent interactions
Co-browse
- Secure co-browse solution with flexible control modes
- No installation required for your customers making the experience completely frictionless
- Engage in co-browse sessions via chat or voice interactions
Social Media
- Facebook & Twitter direct messages
- Collect your customer data automatically using easy scripting tools
- Assign rules and logic to route social media interactions to the best possible agent
Messaging Apps
- WhatsApp, Viber, WeChat, Zalo and more...
- Flexible APIs so you can customize your workflows
- Automate system messaging for intelligent interactions
Co-browse
- Secure co-browse solution with flexible control modes
- No installation required for your customers making the experience completely frictionless
- Engage in co-browse sessions via chat or voice interactions
Related Features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Deliver exceptional customer service.
Speech Analytics
Valuable insights for your call center.
Workforce Engagement Management
Simplify scheduling and forecasting for optimum results.
Related Features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Deliver exceptional customer service.
Speech Analytics
Valuable insights for your call center.
Workforce Engagement Management
Simplify scheduling and forecasting for optimum results.
Related Features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Deliver exceptional customer service.
Speech Analytics
Valuable insights for your call center.
Workforce Engagement Management
Simplify scheduling and forecasting for optimum results.
Related Features
CX Analytics
Groundbreaking tool to provide visibility into customer interactions.
Quality Management
Deliver exceptional customer service.
Speech Analytics
Valuable insights for your call center.
Workforce Engagement Management
Simplify scheduling and forecasting for optimum results.
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