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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. 8x8 Contact Centre
Softcat Limited

8x8 Contact Centre

X-Series provides UCaaS, CCaaS and CPaaS services from VOIP telephony (X1), through text, voice and video media support up-to full contact centre (X8). 8x8’s omnichannel contact centre includes speech analytics, AI, skills-based routing, Intelligent IVR, predictive campaign dialler, dashboards, customisable wallboards, quality management and media recording with open API integration.


  • Customer Journey Analytics: Customer Relationship Management. Customisable web wallboard/ dashboards
  • Contact Centre: omni channel, single platform; CRM/CTI. Free flexible training
  • Quality Management: real-time dashboard reporting; agent scoring, screen recording
  • Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
  • CCaaS: standard/intelligent IVR, AI, ML, Bots, ACD, skills-based routing.
  • VoIP, web chat, queuing, web callback requests, speech recognition
  • CCaaS: call recording, screen capture, data stored in UK. Multilingual
  • Collaboration via online meetings, video chat/video calls/video conferencing
  • Open APIs, CRM integration (Dynamics, Salesforce, NetSuite, Zendesk); PCI integration
  • Interoperability (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)


  • Peace of mind: extensive security, including Cyber Essentials Plus, ISO27001
  • Scalable with limitless capacity. Can use existing contact centre hardware
  • Our CCaaS has reliable, built in business continuity/ disaster recovery
  • High-quality contact centre experience: expedite and automate quality monitoring
  • Interact on a customer's chosen contact channel: facilitate digital inclusion
  • Low-cost: single-view reporting; flexible: cloud-based, usable on any phone endpoint
  • Co-browse with customers to promote channel shifting, enhance customer service
  • CCaaS: unify a distributed workforce, with cloud-based, agile working/ homeworking
  • Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
  • Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions


£7 a unit

  • Free trial available

Service documents

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G-Cloud 13

Service ID

6 2 9 0 8 0 8 3 8 2 5 5 7 3 6


Softcat Limited Charles Harrison
Telephone: 01628 403403

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
8x8 performs planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
System requirements
  • Personal computer, MacBook or web browser-enabled device
  • A high-speed connection to the Internet IP telephone device
  • Mobile access – download free app; iOS and Android only

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1 24x7x365 <15 Minutes response
Priority 2 P24x7x365 <30 Minutes response
Priority 3 M-F 09:00 – 18:00 (ex. Bank Holidays) <4 Hours response
Priority 4 M-F 09:00 – 18:00 (ex. Bank Holidays) <4 Hours response
User can manage status and priority of support tickets
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
8x8 provides Service Level Agreements for our customers; further detail is outlined in the accompanying Definition Document. General ongoing product support is inclusive within the licence cost. For deployments in excess of 50 users, a Deployment Engineer is part of the installation process; this is included in the pricing. This assumes a specified Statement of Work (SoW) has been mutually agreed as part of the buying process. For Business As Usual support requests, where technical engineers cannot resolve the issue remotely, on-site availability will be provided, at £495 plus VAT, per day. Inclusive 24x7 support is for customers with monthly expenditure of £5,000 or more. A Technical Account Manager can be made available.
Support available to third parties

Onboarding and offboarding

Getting started
Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your 8x8 system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
Service documentation
Documentation formats
End-of-contract data extraction
Within 24 hours of the expiry of the Contract, data is automatically deleted from 8x8 systems. Customers must utilise the built-in product features which provide data exports, or utlise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
End-of-contract process
All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the 8x8 Cloud before expiry utilising the built in tools and APIs of the 8x8 products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
Mobile accessibility via a download free app; iOS and Android only. The application looks and works in the same way for the mobile device as the desktop service.
Service interface
User support accessibility
None or don’t know
What users can and can't do using the API
8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Customisation available


Independence of resources
Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The 8x8 Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing.


Service usage metrics
Metrics types
A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
Reporting types
API access


Supplier type
Reseller (no extras)
Organisation whose services are being resold

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
A number of online tools exist in the 8x8 applications, as well as low level access to data stores through the APIs.
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Data protection within supplier network

TLS (Version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Data protection within supplier network

TLS (Version 1.2 or above)"

Availability and resilience

Guaranteed availability
We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. 8x8 use commercially reasonable efforts to provide Customers with average annual Services availability equal to or greater than 99.95%. 8x8’s records and data are basis for all service availability calculations and determinations. 8x8 use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of 8x8’s Customer Support channels. To receive Service Credits, the Customer must notify 8x8 within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the 8x8 invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
Approach to resilience
A dedicated Architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
Outage reporting
The 8x8 NOC provide management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

User authentication needed
User authentication
Other user authentication
The 8x8 services is accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
Access restrictions in management interfaces and support channels
All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
Access restriction testing frequency
At least every 6 months
Management access authentication
Description of management access authentication

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Software development, Infrastructure Operations, Product Management, HR and all offices outside Aylesbury in the UK are not covered by our ISO 27001 certification.
ISO 28000:2007 certification
CSA STAR certification
CSA STAR accreditation date
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
PCI certification
Who accredited the PCI DSS certification
QSA Company: NCC Group Security Services Inc
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
8x8 is certified FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC. 8x8 is also HIPAA certified (for health information). In the UK, 8x8 additionally has ISO27001 certification and PCI-SAQ-D.
Information security policies and processes
The 8x8 SIEM team, who report into the Global Information Security and Compliance Manager, who themselves report into the group CISO, manage the proactive monitoring of information risk bulletins from both government and commercial security organisations, and reactive monitoring of 8x8 systems for security events. This team manage any actions required to be performed by Engineering or Operations teams. Ongoing internal audits by dedicated auditing staff monitor for compliance to all standards 8x8 are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team. 8x8's CI/CD - Continuous Integration/Deployment systems ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed. 8x8 practices secure coding, with multiple virtual teams existing. Starting with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with Veracode SAST and Greenlight. Qualys, Tenable Nessus Pro and Veracode DAST and SAST scans are operated throughout our systems on a continuous basis

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
All 8x8 production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
" The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on 8x8 systems is treated as Sensitive, any suspected data loss is treated as a loss of ""sensitive"" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented."
Incident management type
Supplier-defined controls
Incident management approach
"The 8x8 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The 8x8 Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report. "

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Contract specific Social Value can be given on request
Covid-19 recovery

Covid-19 recovery

Contract specific Social Value can be given on request
Tackling economic inequality

Tackling economic inequality

Contract specific Social Value can be given on request
Equal opportunity

Equal opportunity

Contract specific Social Value can be given on request


Contract specific Social Value can be given on request


£7 a unit
Discount for educational organisations
Free trial available
Description of free trial
8x8 is able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.