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US ContactNow End-of-Life FAQ
8x8 Support

US ContactNow End-of-Life FAQ

 

Overview

On 6/29/21, 8x8 retired the ContactNow (CN) platform for US customers. This means that the product is no longer available for customers and their end-users, and all service /support for the solution has ceased.

Applies To

  • US Customers with ContactNow service

Details

In December 2019, the TRACED Act (Telephone Robocall Abuse Criminal Enforcement and Deterrence Act) was signed into law, which compels the FCC to mandate implementation of new protocols by all U.S. phone companies. In response to this legislation, the FCC mandated that phone companies implement STIR/SHAKEN by 6/30/21.

8x8 ContactNow calls will not support STIR/SHAKEN requirements.

In February 2021, customers were emailed with details of the end-of-life.

Frequently Asked Questions

What is changing?

Effective June 29, 2021, the ContactNow platform has reached the end-of-life milestone for U.S. customers. This means that the product is no longer available for customers and their end-users, and all service and support for the solution has ceased.

What are my product replacement options? 

8x8 has successfully integrated dialer functionality into 8x8 Contact Center in order to support your outbound dialing requirements. With our 9.12 Release, 8x8 Contact Center will support additional dialing modes to include Preview, Preview Plus, Progressive, and Predictive.  

Will this affect the rest of my 8x8 Contact Center services?

No. This end-of-life notice affects ContactNow service only. No other 8x8 Contact Center functionality will be affected.

Are there costs associated with these changes? 

There will be no additional fees or costs required to access the new product. All Professional Services and training required to get you up and running quickly will be covered by 8x8. 

What are my next steps? 

We encourage you to engage with your 8x8 Account Manager as soon as possible in order to evaluate your options and plan for your redeployment. Please reach out at your earliest convenience to discuss.

Can I get help with the transition?

8x8 will assist with each aspect of the transition.  Please reach out to your 8x8 Account Manager to begin the process. 

How do I get trained or help with 8x8 Contact Center?

Training needs will be evaluated as part of the transition discussion with your 8x8 Account Manager. Any training needed will be offered at no additional charge. 

What happens to my unused extra minutes? 

Please review/discuss unused minutes with your 8x8 Account Manager to determine what options are available. 

Additional Information

Keep up with 8x8 product lifecycle updates with the 8x8 End-of-Life Tracker.

 

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