AI voice agents on 8×8’s unified communications platform
Connect AgentVoice to 8×8 and deploy AI voice agents across your XCaaS (Experience Communications as a Service) platform. Your agents answer calls on 8×8 numbers, integrate with 8×8 Contact Center queues, and transfer to human agents on 8×8 extensions — adding an intelligent automation layer to the communications platform your organization already runs.
8×8 combines UCaaS, CCaaS, and CPaaS in a single platform with global reach across 160+ countries. By connecting AgentVoice, you extend that platform with AI-powered call handling that works alongside your existing 8×8 contact center agents, IVR flows, and omnichannel routing — without migrating to a new phone system or managing separate telephony infrastructure.
What your agent can do
During the call
- Integrate with Contact Center Queues — Voice agents handle calls from 8×8 Contact Center queues, working alongside human agents with the same routing rules and priority logic.
- Transfer with Context — Hand off calls to 8×8 extensions, queues, or ring groups with conversation context so human agents pick up where the AI left off.
- Access via CPaaS APIs — Use 8×8’s Communication APIs for voice, call control, and real-time event streaming during AI-handled conversations.
After the call
- Unified Reporting — AI-handled calls appear in 8×8’s analytics and reporting dashboards alongside human-handled interactions for complete visibility.
- Omnichannel Follow-Up — Trigger SMS, chat, or email follow-ups through 8×8’s messaging APIs after the voice conversation ends.
- Speech Analytics Integration — Feed call transcripts and AI summaries into 8×8’s Speech Analytics for unified sentiment analysis across all interactions.
- CRM Screen Pop Data — Push caller details and conversation summaries to 8×8’s CRM integrations so agents who receive transfers see full context on their screen pop.
Use Cases
Contact Center Front Door
- AI voice agents greet every caller, identify their intent, and resolve straightforward requests — FAQs, order status, scheduling — without reaching a human agent
- Complex or sensitive calls transfer to the appropriate 8×8 Contact Center queue with full conversation history attached
- Your contact center handles fewer routine calls while maintaining the same service quality, reducing cost per interaction
Global Enterprise Deployment
- Deploy AI voice agents across 8×8’s global network, answering calls in local languages with local numbers in 160+ countries
- A single AgentVoice configuration handles routing and language detection, while 8×8 provides the underlying telephony in each region
- Unified analytics across all regions give your ops team a single view of AI and human agent performance worldwide
IT Helpdesk Automation
- Internal calls to the IT helpdesk are answered by an AI agent that triages issues — password resets, VPN access, software requests — and resolves common tickets
- Unresolved issues are transferred to an 8×8 extension or queue with a pre-populated ticket summary for the support technician
- All interactions are logged through 8×8’s analytics, giving IT leadership visibility into support volume and resolution rates