8x8 Contact Center

8x8 Contact Center is a foundational component of the 8x8 XCaaS (Experience Communications as a Service) ecosystem, which uniquely converges Unified Communications (UCaaS) and Contact Center (CCaaS) onto a single, globally distributed platform. By 2026, its technical architecture has evolved to center on 'Conversation IQ,' a proprietary AI engine that provides native speech-to-text, sentiment analysis, and automated quality management across all interaction channels. The platform is built on a highly resilient, geo-redundant network offering a financially backed 99.999% uptime SLA. Its integration with OpenAI and proprietary machine learning models allows for real-time agent assistance and automated call summarization, significantly reducing post-call work (ACW). Designed for mid-market and enterprise organizations, 8x8 facilitates seamless internal collaboration by allowing contact center agents to instantly connect with back-office experts via integrated Microsoft Teams or 8x8 Work environments. The solution emphasizes data sovereignty and security, holding certifications for PCI-DSS Level 1, HIPAA, and FISMA, making it a preferred choice for regulated industries such as finance and healthcare.