Customer 360 in 8x8 Agent Workspace provides a unified view of customer information, interaction history, and insights across voice and digital channels. It appears automatically during active customer interactions, giving you immediate access to the context you need without switching between tools.
By bringing together customer data, previous interactions, sentiment, and topics in a single view, Customer 360 helps you understand customer needs faster, personalize responses, and resolve issues more efficiently.
Customer 360 is now available for organizations:
With local CRM
Without local CRM
The differences between Customer 360 with and without local CRM enabled are summarized in the table below:
Feature | With local CRM | Without local CRM |
|---|---|---|
Data source | Uses records and data stored in the local CRM module. | Uses only data available in Analytics. |
Customer identity | Shows a complete customer identity using CRM records. | Shows data based on a contact identifier such as a phone number or email address. |
Interaction history | Provides full customer history without switching views. | Shows past interactions linked to a contact identifier, such as an email address or phone number. |
Record interaction | Allows agents to interact directly with CRM records and data. | Doesn’t allow interaction with CRM records or data. |
Visibility of insights | Includes sentiment analysis and topics in the standard profile snapshot.
| Shows sentiment and topics only when Speech Analytics is enabled.
|
CRM actions | Allows agents to log cases, update records, and perform CRM actions in a single view. | Doesn’t support interaction with CRM-specific records. |
When Customer 360 is enabled, the home screen now displays My assigned queues and Contacts side by side. This allows agents to have a consolidated view of their queues and contacts, reducing unnecessary navigation.
Additional information
For agents:
To learn more about the benefits of Customer 360 with Local CRM and how it works, see Customer 360 with Local CRM.
To learn about the benefits of Customer 360 without Local CRM and how it works, see Customer 360 without Local CRM.
For administrators:
Administrators configuring Customer 360 can find setup instructions in Configuration Manager.