8x8 Contact Center review
A broad contact center suite for large teams that need voice, digital channels, and workforce management.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
8x8 Contact Center is a cloud contact center platform for organizations managing customer interactions across voice and digital channels. It provides browser-based workspaces for agents and supervisors, omnichannel routing, IVR, outbound dialing, call recording, analytics, AI assistance, CRM and knowledgebase capabilities, and workforce management. Supported digital channels include chat, email, SMS/MMS/RCS, social media, video, Viber, Facebook Messenger, and WhatsApp. The product is best suited to large teams that need one environment for customer interaction handling and contact center operations.
Pricing is sold through custom quotes rather than publicly listed plans. That approach means buyers begin with a sales conversation instead of selecting from published tiers. The offering combines core contact center functions with operational tools such as supervisor queue and agent management, configurable recording storage, real-time dashboards, workforce forecasting, scheduling, and adherence tracking. Integrations include Active Directory, Okta, Google Calendar, Office 365, Outlook, Microsoft Teams, and Salesforce, supporting identity, collaboration, calendar, and CRM workflows.
Its standout strength is breadth: inbound calling, outbound dialer modes, IVR, digital-channel routing, AI-generated interaction summaries, agent assistance, native CRM, knowledge management, and workforce management are covered in the same product. That makes 8x8 Contact Center a strong fit for organizations coordinating multiple channels and larger operational teams. Smaller groups or buyers seeking a narrowly focused calling tool may prefer a simpler product with a more direct purchasing process and less operational scope.
8x8 Contact Center pros and cons
- Where it wins
- Omnichannel routing covers voice, chat, email, messaging, social, and video
- Combines IVR, three outbound dialer modes, recording, analytics, and AI
- Adds forecasting, scheduling, and real-time adherence for workforce management
- Where it doesn't
- Pricing requires a custom quote and sales conversation
- The platform is web-based rather than offering listed native desktop platforms
- Its broad operational scope may exceed the needs of smaller teams
8x8 Contact Center fact sheet, pricing and score →
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