8x8 Contact Center vs Uniphore U-Assist
8x8 Contact Center
8x8.comUniphore U-Assist
uniphore.comSide by side
| Figure | 8x8 Contact Center | Uniphore U-Assist |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | — |
| Plans published | 1 | 1 |
| Spec score · Agent Assist Software | 8.3 (#3) | 6.7 (#18) |
| Deployment | 8x8 says its hardened communications platform migration strategy supports deployments in days with minimal disruption. | Uniphore says deployment timelines vary, but most customers are live within a few weeks with implementation specialists assisting with configuration, integration, and testing. |
| Founded | 1987 | 2008 |
| Headquarters | Campbell, California, United States | Palo Alto, California, United States |
| Integrations | Its out-of-the-box CRM integrations include NetSuite, Salesforce, Zendesk, Microsoft Dynamics, and its local CRM. | The product page says it integrates with leading CCaaS platforms, CRM systems, and third-party tools; the brochure also describes connections to CRM and backend systems. |
| Purpose | 8x8 Contact Center brings agents, tools, and customer interactions together in a contact center platform. | Real-Time Guidance Agent equips contact center agents with in-the-moment guidance, contextual knowledge, and automated after-call work. |
| Support | 8x8 says its experts are available by phone Monday through Saturday, 6am–6pm PT, and provides online support resources. | Uniphore provides a customer Support Portal and lists Americas technical support by phone at +1 866 4741429 and by email. |
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.
Uniphore U-Assist
Uniphore U-Assist Real-Time Guidance Agent is a web product for contact-center operations. Before calls, it can retrieve context from CRM records, previous interactions, and backend systems. During conversations, it surfaces enterprise-data answers, next-best actions, reminders, and sentiment cues such as frustration, confusion, or satisfaction. After calls, it creates configurable summaries and tags for intent, actions, and outcomes. A Manager Dashboard provides live transcription, real-time alerts, KPI and call-quality insights, and coaching opportunities. The product supports multiple channels, sentiment analysis, speech analytics, real-time monitoring, suggested replies, knowledge retrieval, and quality scorecards. Uniphore says it integrates with leading CCaaS platforms, CRM systems, and third-party tools. Pricing is on request, with a demo offered. Uniphore states that most customers are live within a few weeks with implementation specialists. It also states ISO/IEC 27001:2022, Level 1 PCI DSS Service Provider, and SOC 2 Type II certifications, with US or EEA data-location choices.