Overview
8x8 Customer 360 is a context-awareness tool embedded directly within the 8x8 Agent Workspace. It provides agents with a unified, real-time view of customer interactions, AI-driven sentiment trends, and profile data, eliminating the need to toggle between multiple applications.
Applies To
- 8x8 Agent Workspace
- Customer 360
- Integrated CRM (Native/Local CRM)
Key Capabilities
- Interaction Timeline: View a comprehensive history of the last 50 interactions (Voice, Chat, Email, SMS) over the past 12 months.
- Recent Sentiment: Visual indicators (Positive, Negative, or Mixed) based on the customer’s mood across the last 2–10 recorded interactions.
- Recent Topics: Automatically identifies recurring themes and keywords from previous conversations using Speech Analytics, based on the last 2–10 recorded interactions.
- Contextual Screen Pop: Automatically surfaces the relevant customer profile or history as soon as an interaction is accepted.
Deployment Models
Customer 360 functions differently depending on whether your organization utilizes the 8x8 built-in CRM features.
With Native CRM
In this mode, 8x8 serves as the "Source of Truth" for customer contact information.
- Profile Management: Agents can view, create, and edit customer contact details (Name, Email, Phone, Company) directly within the Workspace.
- Automated Record Keeping: The system can automatically generate and track support cases or tasks linked to the specific customer record.
- Advanced Search: Agents can search the local database for existing customers using fields like Account ID or Last Name.
Without Native CRM
This mode is designed for organizations using third-party CRMs (like Salesforce or Zendesk) or those who do not require a local contact database.
- Identifier-Based Tracking: History is aggregated based on the customer’s "Identity" (e.g., matching a phone number for voice/SMS or an email address for digital interactions).
- Behavioral Context: Even without a saved "Contact Record," agents still see Sentiment Analysis and Topics tied to that specific caller’s history.
- No Manual Entry: Agents focus entirely on the interaction context without needing to manually update or save contact files within 8x8.
- Limited Profile (Without Native CRM): In this model, only data linked to a contact identifier (phone/email) is shown, there is no full customer profile. Customers using this configuration (without Native CRM) may expect full Customer 360 features (name, company history, etc.) but receive only analytics-based insights.
Feature Comparison
|
Feature |
With Native CRM |
Without Native CRM |
|
Interaction History |
Included |
Included |
|
Sentiment & Topics |
Included |
Included |
|
Edit/Save Contacts |
Yes |
No |
|
Case/Task Creation |
Yes |
No |
|
Data Matching |
Links to Contact Record |
Links to Phone/Email |
Administrator Configuration
Any changes made in the Configuration Manager require agents to log out and log back in to take effect.
With Native CRM
- Enable Core Services: Navigate to Integration > Screen Pop. Check Enable Screen Pop and Enable Native CRM .
- Set Up Automation: Under Auto Log, check Enable Auto Log and select your desired media types (Voice, Chat, Email) .
- Define Search Logic: Set "When a single match is found" to Show Native CRM.
Without Native CRM
- Disable Local CRM: To allow "Identity-only" mode, you must untick "Enable 8x8 CRM" and untick "Enable Screen Pop" .
- Enable Insights: Ensure Speech Analytics is enabled for your tenant so the system can match phone numbers/emails to interaction history .
 |
NOTE: Disabling “Enable Screen Pop” in Configuration Manager does not just hide the Customer 360 tab: it disables ALL active custom screen pop integrations on the tenant. Before disabling Screen Pop for any reason, confirm whether you have custom screen pop integrations in use. |
Requirements & Technical Specifications
- Interface: Only available within the 8x8 Agent Workspace.
- License Requirements: * Basic timeline features require an X-Series license.
- Sentiment and Topics require an X6 license or higher and must have Speech Analytics enabled for the tenant.
- Data Minimums: To generate Sentiment and Topics, there must be at least two prior recorded voice interactions for the system to analyze.
- Supported Interactions: Customer 360 is available for external, queue-routed interactions. It is not available for internal agent-to-agent calls or unrouted direct-dial calls.
Known Limitations & Best Practices
- Source of Truth: For "Without Native CRM" setups, ensure that "Auto-Log" settings in Configuration Manager are disabled to prevent the creation of empty/duplicate local records.
- Timeline Refresh: After making configuration changes in the admin console, agents must log out and back into the Agent Workspace for changes to take effect.
- Panel Visibility by Design: Customer 360 does not appear during agent-to-agent (A2A) calls, directory calls, or unrouted interactions. This is expected behavior, not a bug. There may be cases where the 360 panel appears for A2A calls, but it is empty if the system fails to correctly identify a number as internal to hide the 360. At the moment, a clear categorization for internal numbers is not defined, and some misclassifications are likely. Confirm the interaction type before troubleshooting configuration.
- Multi-Match Does Not Auto-Link: In the Without Native CRM model, when an agent selects a customer during a multi-match interaction, this does NOT auto-link future interactions. The admin must update the CRM record with the correct phone number or email address to enable automatic matching going forward.