8×8 connector

Use your 8×8 data for reporting, automation and AI.

Data Panda brings your 8×8 call logs, contact-center interactions, queue activity, agent dispositions and SMS history together with the data from the rest of your business. From one place, we turn it into dashboards, automations, AI workflows and custom apps your sales, support and operations teams use every day.

About 8×8

The XCaaS platform that puts UCaaS and contact-center on one stack.

8×8 was founded in 1987 in Campbell, California by Chi-Shin Wang and Y. W. Sing, originally as Integrated Information Technology, and took the 8×8 name in 1996. The company is listed on Nasdaq under the ticker EGHT and serves business customers across SMB, mid-market and enterprise. The product line runs on a single platform the company calls XCaaS, which brings 8×8 Work (cloud phone, video meetings, team chat and SMS) and 8×8 Contact Center (omnichannel CCaaS with voice, SMS, chat, email and social) under one roof, alongside the communication APIs that came in with the 2019 Wavecell acquisition.

The reason to pull 8×8 into a warehouse is that the platform sits on both the PBX-replacement seat and the contact-centre seat for the company. Call logs cover every extension, queue events span every site, agent dispositions land per interaction, the message history carries SMS and chat, and the user directory ties seats to people. Put that data next to the CRM, the helpdesk and HRIS and you stop arguing about whether support is staffed right or whether sales picks up the phone. You start reviewing which queues abandon at lunchtime in Antwerp, which dispositions correlate with reopened tickets, and which 8×8 Work seats sit on names that left the payroll in March.

What your 8×8 data is for

What you get once 8×8 is connected.

Calling, queue and contact-center reporting

Outbound minutes, queue health, agent dispositions and SMS volume on data that refreshes with the rest of the warehouse.

Outbound and inbound minutes per extension, team and site, week over week
Queue answer rate, abandon rate and wait time by hour and region
Disposition mix per agent and per queue, with reopened-ticket overlay

Call-event and seat automation

Let a missed call, a queue spike or an idle 8x8 Work seat trigger the rest of the stack.

Missed inbound from a known opportunity opens a Salesforce task with the call log attached
Queue abandon rate above threshold pings the duty manager in Slack with the live wait curve
8x8 Work seats with no calls in 60 days route to IT for reclaim before the next renewal

AI workflows

Put call-pattern and disposition data behind AI that helps planners staff queues and managers coach agents.

Hour-by-hour staffing model per queue and site, fed by historical answer-rate curves
Disposition-to-outcome scoring per agent against reopened tickets and CSAT replies
Calling-pattern scoring per rep against booked meetings and closed-won

Custom apps on your data

Small internal tools on 8x8 metadata for sales, support and ops leaders.

Sales-ops view of dial volume per rep against pipeline movement
Support-ops queue board with live wait time, abandon rate and overflow path
Ops-finance view of seat and number cost against active usage per site

Use cases

Use cases we deliver with 8×8 data.

A list of concrete reports, automations and AI features we have built on 8×8 data. Pick the one that matches your situation.

Outbound minutes per extensionTalk-time per extension and team, week over week, against booked meetings.

Queue answer and abandonPer-queue answer rate, abandon rate and wait time by hour.

Disposition mix per agentWrap-up codes per agent and per queue, with reopened-ticket overlay.

Site-by-site call mixInbound, outbound and internal volume per site and region.

After-hours overflowWhere calls land once the primary queue closes for the day.

Skills-based routing reviewWhich skills get matched, which get bypassed and where the queue spills.

Agent occupancy and AHTAgent talk, hold and wrap time per shift, against scheduled hours.

8x8 Work seat reclaim list8x8 Work seats with no calls or messages over a chosen window.

SMS reply shareOutbound SMS sent per team and the share that gets a reply.

Call-to-meeting ratioOutbound calls and minutes per booked meeting, per rep and segment.

Real business questions

Answers you will finally get.

Which queues drop calls at the same hour every week?

Queue events tagged with hour, site and agent skill, joined to a published shift roster. Support leadership sees that the Antwerp queue abandons at 12:30 because two of the three agents go to lunch together, while the Rotterdam queue holds because the schedule staggers it. The fix is a roster change, not a new headcount request.

Which dispositions correlate with reopened tickets?

8x8 Contact Center disposition codes joined to the Zendesk or Freshdesk reopen log on the same customer over a rolling 30-day window. Quality leads see which wrap-up codes ("resolved on first call", "escalated", "customer to call back") line up with reopens, and the coaching plan stops being a guess. Often the reopens cluster on one or two agents who close out tickets too early, and that gets coached on the floor instead of being framed as a routing problem.

How many 8x8 Work seats are paying their way?

8x8 Work user list joined to call, SMS and chat activity over a rolling 60- or 90-day window. Seats with zero calls and zero messages get flagged for reclaim before the next renewal, so the monthly per-seat line stops carrying ex-employees and dormant inboxes.

Value for everyone in the organisation

Where each function gets value.

For finance leaders

8x8 Work seat count, Contact Center seat count and minute usage per site next to the carrier invoice. Finance sees which sites pay for seats nobody uses and which seats are assigned to people who left months ago, instead of getting a flat per-seat figure at renewal.

For sales leaders

Outbound minutes, connect rate and SMS volume per rep against meetings booked and pipeline added. Sales leadership separates reps whose dial volume turns into pipeline from reps whose talk-time padding shows up nowhere downstream.

For operations

Queue answer rate, abandon rate, wait time and disposition mix per site in one view, joined to the shift roster and the helpdesk reopen log. Support-ops fixes a midday abandon spike with a roster change, and a coaching gap with disposition data, before either gets framed as a staffing shortage.

Ideas

What you can automate with 8×8.

Pair with Salesforce

Match 8×8 calls to Salesforce accounts and opportunities

Inbound and outbound 8x8 Work and Contact Center calls match back to the Salesforce account and opportunity using caller number and agent extension, through the 8x8 for Salesforce integration on AppExchange. Activity reports show real talk-time per deal stage, missed calls from known opportunities open a follow-up task on the rep's queue, and click-to-call from the Salesforce record drops a logged call back into the 8x8 history.

Pair with HubSpot

Click-to-call and call logging in HubSpot

HubSpot contact and deal records get a click-to-call action that places the call through the rep's 8x8 Work extension, and the call log lands back on the HubSpot timeline with duration, recording link and disposition. Marketing-ops sees which campaign sources pick up the phone, and sales-ops stops asking reps to log calls by hand.

Pair with Zendesk

Open Zendesk tickets from inbound 8×8 Contact Center calls

Inbound calls into the support queue open or update a Zendesk ticket with caller number, queue, agent and disposition, and the agent's screen-pop carries the customer's open-ticket history. Support-ops measures first-call-resolution against ticket reopens, and the duty manager sees abandon rate next to ticket backlog instead of in two tools.

Pair with Intercom

Pair 8×8 voice with Intercom chat on the same conversation thread

Intercom conversations and 8x8 Contact Center calls on the same end-customer collapse into one timeline keyed on email and phone, so the agent who picks up the phone sees the chat thread that started the issue, and the chat handler sees the call log that closed it. Support leadership reports on resolution per channel mix instead of voice and chat in two unrelated dashboards.

Pair with Slack

Send 8×8 queue and call alerts into Slack

Queue abandon rate above threshold, missed inbound from a flagged account or an 8x8 Work outage notice from the platform status feed posts into the right Slack channel with the live wait curve, the caller number and a deep link back into the 8x8 admin or agent console. The duty manager reacts in the channel where the team already lives instead of refreshing the 8x8 dashboard tab.

Pair with monday.com

Open monday.com items from 8×8 follow-up calls

An 8x8 Contact Center call that ends in a disposition like "send quote" or "schedule install" opens a monday.com item on the right board, prefilled with caller number, account match, queue and recording link. Operations sees follow-up work tied back to the call that triggered it, instead of agents writing notes on paper that get lost between shifts.

Your existing tools

Your data lands in a warehouse. Your BI tools read from it.

You keep the reporting tool you already have. We connect it to the warehouse where your 8×8 data lives.

Power BI Microsoft

Fabric Microsoft

Snowflake Data warehouse

BigQuery Google

Tableau Visualisation

Excel Sheets & pivots

Three steps

From 8×8 to answers in three steps.

Connect securely

OAuth authentication. Read-only by default. We sign a DPA and your admin keeps the keys.

Land in your warehouse

Data flows into your warehouse on your schedule. Near real time or nightly, your call. You own the data.

Reporting, automation, AI

We build the first dashboard, workflow or AI feature with you, then hand over the keys. Or we stay on for ongoing delivery.

Two ways to work with us

Pick the track that fits how you work.

Track 01

Self-serve

We set up the foundation. Your team builds on top.

8×8 connector configured and running
Warehouse set up in your cloud account
Clean access for your Power BI, Fabric or Tableau team
Documentation on what's in the data model
Sync monitoring so you're warned before reports break

Best fit Teams that already have a BI analyst or data engineer and want to own the build.

Track 02

Done for you

We build the whole thing, end to end.

Everything in Self-serve
Dashboards built to the questions your team actually asks
Automations between your systems
AI workflows scoped to real tasks your team runs
Custom apps where a dashboard does not cut it
Ongoing delivery at a pace that fits your team

Best fit Teams without in-house BI or dev capacity. You tell us what you need and we deliver it.

Before you book

Frequently asked questions.

Who owns the data?

You do. It lands in your warehouse, on your cloud account. We don't resell or aggregate it. If you stop working with us, the warehouse stays yours and keeps running.

How fresh is the data?

Near real time for most operational systems. For heavier sources we schedule hourly or nightly. You pick based on what the reports need.

Do I need a warehouse already?

No. If you don't have one, we help you pick one and set it up as part of the first delivery. Common starting points are Snowflake, Microsoft Fabric, or a small Postgres start.

Does the connector pull call recording audio or transcripts?

No. The connector pulls call metadata, queue events, agent activity, dispositions, user and extension directory and message history (SMS, chat). Recording files and transcripts stay inside 8x8 Contact Center, behind the platform's own consent prompts and retention policy. Recording-content analysis is better routed through a dedicated conversation-intelligence tool, where consent capture, retention and redaction are first-class parts of the workflow. The reporting questions most teams have, such as call volume, queue health, agent occupancy and disposition mix, are answered from metadata alone.

How does this differ from a RingCentral, Zoom Phone or Webex connector?

All four sit on the cloud-PBX seat for the company, and the connectors expose similar building blocks: extensions, call logs, queues, numbers and messages. The pull from 8×8 is meaningful when 8×8 is the dedicated UCaaS and CCaaS platform of the business, since 8×8 packages contact-center on the same XCaaS stack as business calling. That means the same warehouse view holds 8x8 Work seat usage and 8x8 Contact Center queue and disposition data, without joining two vendor logs that disagree on user IDs.

GDPR-compliant

Data stays in the EU

You own the warehouse

A first deliverable live in four to six weeks.

We review your 8×8 setup and the systems around it. Together we pick the first thing worth building.

Book a call See our other connectors