8x8 Engage Pooled Minutes and Usage Charges

Overview

8x8 Engage is a purpose-built customer engagement platform, delivered through 8x8 Work, designed for expert workers outside the contact center who regularly interact with customers but don’t require the feature depth and complexities that come with a traditional contact center. It seamlessly integrates voice, video, chat, AI-driven insights, and advanced call queueing—empowering them to provide faster, more efficient, and personalized customer experiences across the organization from anywhere.

This article contains a breakdown of usage charges based on the two dedicated calling plans for 8x8 Engage Voice – Unlimited (formerly known as Bundled) and 8x8 Engage Voice – Metered (formerly known as Unbundled).

Note:

The 'Bundled' and 'Unbundled' calling plans available during the Early Access Program for 8x8 Engage Voice have since been rebranded to 'Unlimited' and 'Metered,' with no changes to their functionality.

Applies To

• 8x8 Engage

Example Calling Plan Scenarios

Example 1: Monthly Contact Center and 8x8 Engage Voice – Unlimited (Bundled) queue Pooled Minute

Pooled minutes are minutes shared by all users equal to 4,000 minutes times the number of 8x8 Engage and 8x8 Contact Center licenses purchased, and each minute of call time (inbound or outbound, including callbacks) uses one pooled minute for that month. 8x8 bills usage exceeding the pooled amount in a month.

Monthly Pooled Minute Allowance Calculation

• 4000 minutes per X6-X8 license

  • PLUS

• 4000 minutes per 8x8 Engage Voice – Unlimited (Bundled) queue license

Consumption of monthly pooled minute allowance

• Calls inbound to a number on an 8x8 Engage Voice – Unlimited (Bundled) queue or X6-X8 channel

  • PLUS

• Calls placed to a non-8x8 number using an X8 license

  • PLUS

• Calls placed to a non-8x8 number as a result of an automated callback

Overage for Pooled Minutes

• Charged at $0.01 per minute

48 Countries include

Note:

Calls to mobile numbers in these ( * ) countries are metered at the standard 8x8 rate

Example 2: 8x8 Engage Voice – Unlimited (Bundled) Domestic Allowance (calls originating from user personal DDI/DID

Consumption is not counted against pooled minutes.

Included

• Calls to 10 countries

Excluded

• Calls to toll-free, or special rate numbers
  Calls to countries outside the home country of the DID

Overage

• Excluded calls are metered per our listed rates rates.

10 home countries are:

• US, Canada, UK, Ireland, France, Germany, Netherlands, Spain. Australia, New Zealand. All other countries will continue to be metered.