8x8 Contact Center vs Mitel Agent Assist

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.

Mitel Agent Assist is a Google Cloud Contact Center AI-powered assistant that extends Mitel Virtual Agent. When the virtual agent cannot answer, it brings a live agent into the conversation and supplies the interaction history. It can also monitor the conversation and suggest responses in real time. Mitel says the virtual and live-agent tools can provide consistent, company-sanctioned answers to repeated inquiries that meet legal requirements; it also describes Agent Assist as support for training new agents. The service is intended for contact centers using virtual agents for routine questions and seeking guidance for human agents on more complex interactions. Mitel’s broader contact center AI capabilities include automated assistance, analytics, real-time coaching, and advice for agents. The analytics use natural language processing and machine learning for real-time insight into customer preferences. The integration guide calls for a Google Cloud Platform project with Dialogflow Enterprise Edition, a Mitel service account, and CX Digital Agent licenses for users handling handed-off chats. Mitel was founded in 1973.