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Look here for a full list of information on how to set up and use your 8x8 Virtual Contact Center service, including user guides, reference manuals and more.

To get started, click to open the section for your Virtual Contact Center Platform (8.1 or 8.4).

Virtual Contact Center 8.1 Documentation

Feature Highlights

  • Chat enhancements, including multi-chat and chat scripting.
  • Direct Agent Connect delivers a powerful, new approach to connecting agents and customers together for better interactions. (Note – this feature is sometimes referred to as Direct Agent Routing in our documentation).
  • Scripting capabilities can now be used to manage chat, Direct Agent Connect, email, and IVR interactions.
  • CRM updates provide enhanced integration with Salesforce and NetSuite.
What's New? Technical Requirements & Recommendations

Check out the features and enhancements in our latest release.

Prepare your network and agent workstations to interoperate with your Virtual Contact Center.


For Administrators For Agents

Learn how to configure your contact center and get it running quickly.

Learn how to process contact center interactions using phone, chat, and email channels.


For Supervisors CRM Integrations

Learn how to manage and monitor your contact center agents using tools designed in your Supervisor Console.

We integrate with external CRMs such as Salesforce, NetSuite, Zendesk, and more. Learn how to integrate your contact center with the CRM of your choice.


VoIP Configuration & Setup For Developers

Set up your SIP-based phone to work with Virtual Contact Center.

Check out our APIs.

Virtual Contact Center 8.4 Documentation

In addition to the functionality of the 8.1 platform described above, the 8.4 release includes minor enhancements for all users. For details, please review the following key resources:

Virtual Contact Center 8.4 General

Virtual Contact Center 8.4 Unified Login: For Virtual Contact Center customers who have opted for 8x8 Unified Login.

Virtual Contact Center 8.4 Unified Login with Virtual Office: For Virtual Contact Center customers who have opted for 8x8 Unified Login with Virtual Office features.

In the coming months, the tenants that are not already using 8x8 Unified Login will be invited to have their tenant promoted to enjoy the benefits of this authentication feature.