AI voice agents on 8x8's unified communications platform
Connect AgentVoice to 8x8 and deploy AI voice agents across your XCaaS (Experience Communications as a Service) platform. Your agents answer calls on 8x8 numbers, integrate with 8x8 Contact Center queues, and transfer to human agents on 8x8 extensions. They work as an added automation layer on the communications platform your organization already runs.
8x8 combines UCaaS, CCaaS, and CPaaS in a single platform, with phone number support in 100+ countries. By connecting AgentVoice, you extend that platform with AI-powered call handling that works alongside your existing 8x8 contact center agents, IVR flows, and omnichannel routing. You don't have to migrate to a new phone system or manage separate telephony infrastructure.
What your agent can do
During the call
- Integrate with contact center queues. Voice agents take calls from 8x8 Contact Center queues and work alongside human agents under the same routing rules and priority logic.
- Transfer with context. Hand off calls to 8x8 extensions, queues, or ring groups with conversation context so human agents pick up where the AI left off.
- Access via CPaaS APIs. Use 8x8's Communication APIs for voice, call control, and real-time event streaming during AI-handled conversations.
After the call
- Omnichannel follow-up. Trigger SMS follow-ups, or chat app messages on WhatsApp, Viber, or LINE, through 8x8's messaging APIs after the voice conversation ends.
- CRM screen pop data. Write caller details and conversation summaries to the caller's CRM record. When the call transfers, 8x8 Contact Center's screen pop shows that record to the agent who picks up.
Use Cases
Contact Center Front Door
- AI voice agents greet every caller, identify their intent, and resolve straightforward requests such as FAQs, order status, and scheduling without reaching a human agent
- Complex or sensitive calls transfer to the appropriate 8x8 Contact Center queue with full conversation history attached
- Your human agents handle fewer routine calls and spend more of their time on the complex ones
Global Enterprise Deployment
- Deploy AI voice agents across 8x8's global network to answer calls in local languages with local numbers in 100+ countries
- A single AgentVoice configuration handles routing and language detection, while 8x8 provides the underlying telephony in each region
IT Helpdesk Automation
- Internal calls to the IT helpdesk are answered by an AI agent that triages issues such as password resets, VPN access, and software requests, and resolves common tickets
- Unresolved issues are transferred to an 8x8 extension or queue with a pre-populated ticket summary for the support technician