8x8 Contact Center vs AgentAssist
8x8 Contact Center
8x8.com
AgentAssist
agentassist.comSide by side
| Figure | 8x8 Contact Center | AgentAssist |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 0 |
| Spec score · Agent Assist Software | 8.3 (#3) | 7.6 (#8) |
| Compliance | The product page displays compliance marks for HIPAA, ISO 27001, FISMA, GDPR, PCI DSS, and SOC 2 Type II. | The site describes features for monitoring policies and procedures and flagging compliance-related calls, but does not state a specific certification on the pages reviewed. |
| Integrations | Its out-of-the-box CRM integrations include NetSuite, Salesforce, Zendesk, Microsoft Dynamics, and its local CRM. | The site says summaries can be integrated into CRM or ticketing platforms, but does not name specific products on that page. |
| Security | 8x8 describes role-based access with SSO and MFA, encryption in transit and at rest, configurable password policies, and fraud monitoring. | The product pages describe configurable redaction of personally identifiable and other sensitive data, along with configurable security and permission levels. |
| Support | 8x8 says its experts are available by phone Monday through Saturday, 6am–6pm PT, and provides online support resources. | The company page invites prospective customers to call, and lists the phone number 888.537.0839. |
Plans
In their own words
8x8 Contact Center
8x8 Contact Center brings agents, tools, and customer interactions into one contact center platform. It supports voice, chat, email, SMS, RCS, video, and social channels, with inbound calling, outbound dialing, and an IVR builder. AI capabilities include conversational AI, agent assistance, routing, and self-service flows. Supervisors can use speech analytics, unified interaction data, and a supervisor workspace. Workforce features cover forecasting, scheduling, and tracking. Out-of-the-box CRM integrations include NetSuite, Salesforce, Zendesk, Microsoft Dynamics, and 8x8's local CRM, with functions such as screen pops, click-to-dial, chat management, and single sign-on. APIs cover analytics, CRM records, chat, calls, campaigns, recordings, and reporting. 8x8 describes role-based access, SSO and MFA, encryption in transit and at rest, configurable password policies, and fraud monitoring. Pricing is custom and requires a quote from sales; no free plan is listed.
AgentAssist
AgentAssist is a cloud-based generative AI speech analytics platform for contact centers, available through web and API. Its capabilities include conversation analytics, call classification and summaries, automated quality assurance, agent coaching, case management, sentiment analysis, real-time assistance, and reporting. Conversation analytics supports transcription-based search with more than 20 filters, saved searches, call review, and customized reports. Automated QA uses customizable scorecards to evaluate 100% of interactions, with results available by agent and question. Real-Time Assist provides a navigator checklist and AI-suggested prompts based on call context. Coaching tools include customized reasons, timestamped notes, alerts, tasks, an agent portal, and activity reporting. Case Management can flag calls using configured criteria, support review and escalation, notify team members, and produce customized reports. The platform offers call-level sentiment analysis and configurable redaction for personally identifiable and other sensitive data, along with configurable security and permission levels. Summaries can often be sent to a system of record by API and may be integrated with CRM or ticketing platforms, though specific products are not named. Pricing is available on request.