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:
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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.
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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 both queued inbound and outbound callbacks offered to the customer.
- Manage customer interactions across chat and social messaging channels. Only available to 8x8 Engage Omni and 8x8 Engage Digital-only users.
- View assigned call queues and enable/disable them.
- 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; Act as a receptionist directing calls to the right destination.
- Track the status of 8x8 Engage user and queues.
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Monitor and filter queue metrics in 8x8 Supervisor Workspace.
8x8 Engage product 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 (voice only) enables organizations to manage customer interactions across inbound and outbound voice channels, delivering efficient and reliable phone-based support.
- 8x8 Engage Digital-only enables organizations to manage customer interactions across chat and social messaging channels.
- 8x8 Engage Omni enables organizations to manage customer interactions across both inbound and outbound voice, chat, and social messaging channels. It delivers a unified omnichannel experience, allowing teams to support customers seamlessly across voice and digital touchpoints.
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), 8x8 Engage Digital-only, 8x8 Engage Omni, and 8x8 Contact Center. Understanding these differences helps you choose the right solution for your customer experience strategy.
| Capability | 8x8 Engage (voice only) | 8x8 Engage Digital-only | 8x8 Engage Omni (voice and digital) | 8x8 Contact Center |
|---|---|---|---|---|
| Phone interactions | Yes ü | No û | Yes ü | Yes ü |
| Meetings | Yes ü | No û | Yes ü | Yes ü |
| Campaign Outbound calls | No û | No û | No û | Yesü |
| Chat/social interactions | No û | Yes ü | Yesü | Yes ü |
| No û | No û | No û | Yes ü | |
| Auto-accept chats | No û | Yesü | Yes ü | Yes ü (Requires configuration) |
| Wrap-up codes | No û | No û | No û | Yes ü |
| Status codes | Yes ü | Yes ü (Requires add-ons) | Yes ü (Requires add-ons) | Yes ü |
| Outbound click-to-call API | Yesü | No û | Yesü | Yesü |
Audience
This guide is intended for 8x8 Engage administrators, users and supervisors.
Availability
- 8x8 Engage voice-only is currently in General Availability.
- 8x8 Engage DIgital-only and 8x8 Engage Omni are currently in Limited Availability. For additional information, contact your 8x8 Account Manager.
- 8x8 Engage is supported on a single 8x8 Contact Center with a single or multiple PBXs.
Limitations
The current version of 8x8 Engage has the following limitations:
- 8x8 Engage Digital is currently not supported on Android devices. 8x8 Engage Digital is available on Desktop, Web, Teams, and iOS. If you need Android support, contact the Work Apps team at [email protected].
- 8x8 Engage users can use only 8x8 Work apps and not 8x8 Agent Workspace to process phone interactions.
- Outbound phone queues are used only for IVR callbacks.
