About 8x8 Engage

8x8 Engage is designed to empower organization specialists who need to handle several 8x8 Contact Center customer interactions while also engaging in unified internal collaboration. It is accessible through 8x8 Work for Desktop, 8x8 Work for Web, and 8x8 Work for Mobile.

8x8 Engage introduces a new user persona for 8x8 Work app users. This feature enables users to receive and respond to calls queued in Contact Center phone queues directly within the 8x8 Work app. Let's understand some key business use cases:

• Real Estate: Real estate agents often operate both in-office and on the go. The ability to manage customer calls seamlessly through queued calls across different locations enhances their responsiveness and service quality.

• Healthcare: Healthcare professionals, including nurses and doctors, benefit from the flexibility of receiving calls queued in a healthcare line, while mobile. This adaptability is crucial for timely patient communication and care.

• IT Helpdesk: Typically, IT Helpdesk teams assist internal employees who reach out via calls, messages, or tickets for technical help. While they may not interact with external customers, their role is vital for the company's efficiency. With 8x8 Engage, IT Helpdesk staff can manage customer interactions on the same platform their users are on, streamlining the process.

• HR, Payroll, and Training Teams: Employees in these teams play a critical role in the successful functioning of a company. Providing support to these teams with the same level of care as customer support is crucial for maintaining employee satisfaction and engagement. 8x8 Engage enables these teams to offer comprehensive support effectively.

• Sales Support: This key department handles external customer inquiries, such as questions about the latest offers. Integrating 8x8 Engage in the Sales Support workflow allows efficient and prompt customer interactions, enhancing the overall customer experience.

Features

With 8x8 Engage, you can:

• Process queued inbound calls and outbound callbacks offered to the customer.

• Manage customer interactions across chat, SMS, and social messaging channels in My Inbox. Only available to 8x8 Engage blended users.

• View your assigned phone and chat queues, and enable or disable them.

• Pause all your assigned queues with one control and, if your admin has enabled it, choose a pause reason such as Break or Work Offline.

• Review the performance of teams and queues and configure users' queue assignments.

• Take advantage of the capabilities in 8x8 Work for Desktop, Web or Mobile, such as SMS, Team Messaging, Meetings, Fax, ring groups, barge monitor whisper, or group call pickups.

• Use Frontdesk which allows better call management, acting as a receptionist directing calls to the right destination.

• Place outbound calls that show your company number instead of your personal work number, using Call as Company. Only available to 8x8 Engage blended and 8x8 Engage voice-only users.

• View AI-generated call summaries, action items and transcriptions for voice interactions, included with every 8x8 Engage license.

• Track the status of 8x8 Engage user and queues.

• Monitor and filter queue metrics in 8x8 Supervisor Workspace.

8x8 Engage configuration options

8x8 allows organizations to choose the 8x8 Engage product that best aligns with their operational and customer experience needs. Each solution provides distinct capabilities to support voice, digital, or full omnichannel engagement.

• 8x8 Engage blended (default) enables organizations to manage customer interactions across both inbound and outbound chat, SMS and social messaging channels in one workspace, together with full Unified Communications capabilities.

• 8x8 Engage voice-only enables organizations to manage customer interactions across inbound and outbound voice channels, together with full Unified Communications capabilities. Digital channels are not included.

Key capability differences

You can configure 8x8 Engage based on your organizational needs. The following table highlights the key capability differences between 8x8 Engage voice-only, 8x8 Engage blended, and 8x8 Contact Center. Understanding these differences helps you choose the right solution for your customer experience strategy.

Audience

This guide is intended for 8x8 Engage administrators, users and supervisors.

Availability

• 8x8 Engage is currently available for Beta users.

• 8x8 Engage is supported on a single 8x8 Contact Center with a single or multiple PBXs.

• 8x8 Engage is available on 8x8 Work for Desktop, 8x8 Work for Web, 8x8 Work for Mobile (iOS and Android) and the 8x8 for Microsoft Teams app.

Limitations

The current version of 8x8 Engage has the following limitations:

• 8x8 Engage users can only use the 8x8 Work apps to process interactions.

• Outbound phone queues are only used for IVR callbacks.

• Declining digital interactions and starting outbound SMS conversations are available on 8x8 Work for Desktop and Web only.

• File sharing is not available on the SMS channel.

• RCS is currently only available in the United States and France.

• AI call summaries, action items, and transcriptions are available for voice interactions only (blended and voice-only configurations).

• Admins cannot enforce which outbound queue a user dials from when using the Call as Company feature.

• Auto-answer is not supported. The user’s phone rings first, and answering it dials the customer. While on an outbound call placed through a Contact Center queue, users cannot start a second call on a company number.

• Pause reasons are available on 8x8 Work for Desktop and Web (version 8.37 or later), and 8x8 Work for Mobile version 12.14 or later.