How does ResolveCX connect to 8x8 Contact Center?

Through 8x8 Contact Center REST APIs for event subscription and status sync, 8x8 Flow webhook actions for IVR-triggered case creation, and 8x8 Agent Workspace integration points for the in-desktop case panel. Contact us to discuss how this maps to your 8x8 configuration.

What is 8x8 Flow and how does it trigger cases?

8x8 Flow is 8x8's IVR and contact flow builder. Flow scripts can include HTTP webhook actions that send a payload to ResolveCX at any configured decision point - deflection, callback or transfer. ResolveCX creates a case pre-filled with the IVR context in the payload.

Does ResolveCX work with 8x8 Work as well?

Primarily the integration is with 8x8 Contact Center. 8x8 Work APIs can be used to bring unified communications context into ResolveCX case records where relevant, particularly in combined UCaaS and CCaaS environments. Talk to us about your setup.

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CCaaS Integration Guide

8x8 Contact Center Integration

ResolveCX adds structured case management, SLA enforcement and compliance audit trails to 8x8 Contact Center deployments. From IVR deflection events through to back-office escalations, every contact gets a governed case record.

8x8 Contact Center APIs8x8 Flow WebhooksAgent Workspace PanelCompliance Tracking

8x8 + ResolveCX

Cases created from IVR and queue events

Case panel in the agent desktop

Governed front-to-back-office handover

Compliance deadline tracking built in

Capabilities are configurable. Contact us to discuss your setup.

How it works

Four ways ResolveCX and 8x8 work together

01API Integration

IVR and queue events become cases automatically

8x8 Flow webhook actions can trigger ResolveCX case creation at any point in a contact flow - deflection, callback scheduling or queue transfer. The 8x8 Contact Center REST APIs also support event subscription so cases can be created from post-contact data where no IVR webhook is in place.

02Agent Desktop

A case panel inside the 8x8 agent workspace

Via 8x8 Agent Workspace integration points, agents can get a ResolveCX case panel alongside the native 8x8 interface. On call connect, the panel can surface case history, SLA state and escalation options. 8x8 Analytics data can enrich cases at intake where the feed is configured.

03Escalation

Governed handover from frontline to back office

When a case requires compliance, legal or operations involvement, ResolveCX records the handoff with named ownership, a timestamp and a separate SLA clock for the back-office team. Every escalation is immutably captured.

04Compliance

Compliance deadlines tracked from the first 8x8 event

FCA DISP, Ofcom, CQC and ISO 9001 timers can be applied the moment ResolveCX receives an 8x8 contact event. Acknowledgement dispatch, breach alerts and audit trail export are handled within ResolveCX as part of normal case handling.

Common questions

Questions about 8x8 and ResolveCX

Ready to bring resolution governance to your 8x8 deployment?

We tailor every integration to your setup. Talk to us about what you need.

Start Resolving. Not Tracking.

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