X Series Platform Integration
8x8 Contact Center Integration
Built for the 8x8 X Series, this integration links 8x8 Work conversations and Contact Center interactions to a single complaint case, with GDPR data-minimisation, retention categories and erasure cascades engineered into the sync itself.
8x8 + ResolveCX
Capabilities are configurable. Contact us to discuss your setup.
How it works
Four ways ResolveCX and 8x8 work together
Native to the X Series: UCaaS and CCaaS on one platform
8x8's X Series combines unified communications and contact centre licensing in a single platform, which changes what a complaint record can contain. A grievance first mentioned to a branch employee on 8x8 Work can be linked to the formal case later raised through 8x8 Contact Center, giving investigators the full conversational history across both sides of the platform.
REST API polling and webhook push, chosen per event type
The 8x8 Contact Center REST APIs support both pull and push patterns. ResolveCX uses webhook push from 8x8 Flow for time-critical moments like a caller opting into the complaints branch, and scheduled API retrieval for bulk reconciliation of interaction records overnight — so no contact slips between the two.
GDPR data handling designed into the sync
Because complaint records contain personal data, the 8x8 sync is built around data-minimisation: only the fields needed for case handling are transferred, retention schedules apply per data category, and a subject access request in ResolveCX can enumerate every 8x8-sourced field held about the individual. Erasure requests cascade to case records while preserving the statutory audit skeleton.
Setup notes and current boundaries
The integration targets 8x8 Contact Center; 8x8 Work context linking requires the combined X Series licence. Flow webhook configuration steps and regional data-residency options for EU tenants are confirmed with your 8x8 administrator during scoping.
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.
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