Overview
8x8 Customer 360 is a context-awareness tool embedded directly within the 8x8 Agent Workspace. It provides agents with a unified, real-time view of customer interactions, AI-driven sentiment trends, and profile data, eliminating the need to toggle between multiple applications.
Applies to
8x8 Agent Workspace
Customer 360
Integrated CRM (Native/Local CRM)
Key capabilities
Interaction Timeline: View a comprehensive history of the last 50 interactions (Voice, Chat, Email, SMS) over the past 12 months.
Recent Sentiment: Visual indicators (Positive, Negative, or Mixed) based on the customer’s mood across the last 2–10 recorded interactions.
Recent Topics: Automatically identifies recurring themes and keywords from previous conversations using Speech Analytics, based on the last 2–10 recorded interactions.
Contextual Screen Pop: Automatically surfaces the relevant customer profile or history as soon as an interaction is accepted.
Deployment models
Customer 360 functions differently depending on whether your organization utilizes the 8x8 built-in CRM features.
With native CRM
In this mode, 8x8 serves as the "Source of Truth" for customer contact information.
Profile Management: Agents can view, create, and edit customer contact details (Name, Email, Phone, Company) directly within the Workspace.
Automated Record Keeping: The system can automatically generate and track support cases or tasks linked to the specific customer record.
Advanced Search: Agents can search the local database for existing customers using fields like Account ID or Last Name.
Without native CRM
This mode is designed for organizations using third-party CRMs (like Salesforce or Zendesk) or those who do not require a local contact database.
Identifier-Based Tracking: History is aggregated based on the customer’s "Identity" (e.g., matching a phone number for voice/SMS or an email address for digital interactions).
Behavioral Context: Even without a saved "Contact Record," agents still see Sentiment Analysis and Topics tied to that specific caller’s history.
No Manual Entry: Agents focus entirely on the interaction context without needing to manually update or save contact files within 8x8.
Limited Profile (Without Native CRM): In this model, only data linked to a contact identifier (phone/email) is shown, there is no full customer profile. Customers using this configuration (without Native CRM) may expect full Customer 360 features (name, company history, etc.) but receive only analytics-based insights.
Feature comparison
Feature | With Native CRM | Without Native CRM |
Interaction History | Included | Included |
Sentiment & Topics | Included | Included |
Edit/Save Contacts | Yes | No |
Case/Task Creation | Yes | No |
Data Matching | Links to Contact Record | Links to Phone/Email |
Administrator configuration
Customer 360 can be enabled with or without using the local CRM, and it can also be enabled at the Agent Group level. For information on enabling Customer 360, please refer to the Customer 360 user guide.
Any changes made in the Configuration Manager require agents to log out and log back in to take effect.
Requirements and technical specifications
Interface: Only available within the 8x8 Agent Workspace.
License Requirements: * Basic timeline features require an X-Series license.
Sentiment and Topics require an X6 license or higher and must have Speech Analytics enabled for the tenant.
Data Minimums: To generate Sentiment and Topics, there must be at least two prior recorded voice interactions for the system to analyze.
Supported Interactions: Customer 360 is available for external, queue-routed interactions. It is not available for internal agent-to-agent calls or unrouted direct-dial calls.
Known limitations and best practices
Source of Truth: For "Without Native CRM" setups, ensure that "Auto-Log" settings in Configuration Manager are disabled to prevent the creation of empty/duplicate local records.
Timeline Refresh: After making configuration changes in the admin console, agents must log out and back into the Agent Workspace for changes to take effect.
Panel Visibility by Design: Customer 360 does not appear during agent-to-agent (A2A) calls, directory calls, or unrouted interactions. This is expected behavior, not a bug. There may be cases where the 360 panel appears for A2A calls, but it is empty if the system fails to correctly identify a number as internal to hide the 360. At the moment, a clear categorization for internal numbers is not defined, and some misclassifications are likely. Confirm the interaction type before troubleshooting configuration.
Multi-Match Does Not Auto-Link: In the Without Native CRM model, when an agent selects a customer during a multi-match interaction, this does NOT auto-link future interactions. The admin must update the CRM record with the correct phone number or email address to enable automatic matching going forward.
Resources
Customer 360 User Guides: