SIMPLE + 8X8
AI conversations inside your 8x8 call flows
Route selected calls from 8x8 Contact Center to Simple, then return them with the data 8x8 needs to choose the next queue.
From 8x8 to Simple and back
8x8 forwards the call
Simple handles the conversation
8x8 routes the next step
What you can do with 8x8
01 / EXTERNAL IVR
Choose where AI joins the call
Use an 8x8 phone script to forward selected calls to Simple as an external IVR.
02 / ROUTING
Send callers to the right queue
Return a queue ID or other routing value so the 8x8 script can choose the next path.
03 / CONTEXT
Put useful details in front of agents
Add interaction variables that 8x8 can use for routing and display in Agent Workspace.
Hand off without losing the thread
Route by intent
Use returned values in the phone script to select a queue, location, or escalation path.
Give agents the context they need
Display selected customer and interaction variables when the call is offered to an agent.
Built around 8x8 phone scripts
8x8 forwards calls to an external IVR, while the Data Augmentation API attaches variables to the interaction. When Simple finishes, the phone script resumes and uses those variables to choose the next route.
8x8 can associate external data using the SIP Call-ID or an authenticated request. Variables enabled for IVR can guide routing, while displayed variables can appear in Agent Workspace.
Ready to connect 8x8?
Talk with our team about your 8x8 phone scripts, routing variables, and escalation paths.