What it is
8x8 is an integrated cloud platform that combines contact-centre, unified-communications, and communications-API capabilities.
What you'd use it for
You would use 8x8 to run contact-centre routing and omnichannel handling alongside your phone system on one platform, with AI features and Microsoft Teams integration.
Examples of use
A smaller company runs separate tools for its phone system and its contact centre. 8x8 runs both together on one platform.
Customers reach out across several channels. 8x8 routes the omnichannel contacts from one place.
A team wants AI in its customer journeys. 8x8 adds the AI features into them.
A company uses Microsoft Teams across the business. It integrates the 8x8 contact centre with Teams.
A company also needs communications APIs. 8x8 runs them alongside the contact centre, since the platform combines CCaaS, UCaaS, and CPaaS.
A mid-market business wants calls and contact centre handled together. 8x8 gives it both in one place.
How it works
8x8 combines CCaaS, UCaaS, and CPaaS in one platform. Detailed model architecture is not disclosed.
How it compares
8x8's pull is the single platform for contact centre and company phone system together, which suits smaller organisations. It is not in the same enterprise tier as the five CCaaS Leaders.
What others say
Not in the 2025 Gartner CCaaS Magic Quadrant — coverage states Gartner tightened the inclusion criteria toward the largest contact centres. 8x8 continues to be recognised in Gartner's UCaaS Magic Quadrant.