At a glance: Convershake vs 8x8
- Choose 8x8 when: you need broader platform coverage and operational tooling in one place.
- Choose Convershake when: you want AI assistance that stays consistent and reduces QA and escalation risk.
- Key difference: 8x8 focuses on platform breadth, while Convershake operationalizes AI through trusted, aligned answers.
- What improves with Convershake: faster onboarding, fewer clarifications, less rework, and more consistent policy adherence.
- Bottom line: pick 8x8 for breadth, pick Convershake for reliable AI performance and operational trust.
Where Convershake stands out
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{"sectionTitle":"Where 8x8 is ahead today","competitor":"8x8","cards":[{"title":"Broader suite coverage in one stack","subtitle":"Fewer tools to stitch together across operations","whyItMatters":"Can simplify procurement and deployment for large, complex environments.","proof":[{"feature":"Multi‑Client Knowledge Bases","convershake":"unknown","competitor":"yes"},{"feature":"Role‑Based Access Control","convershake":"unknown","competitor":"yes"}]},{"title":"Automation-led AI assistance","subtitle":"AI-driven workflows designed to reduce manual effort","whyItMatters":"Often preferred when automation depth is the primary buying driver.","proof":[{"feature":"“Zero After‑Call Work” Automation","convershake":"unknown","competitor":"yes"}]},{"title":"Broader ecosystem connectivity","subtitle":"Integrations that help teams connect existing systems","whyItMatters":"Useful when your knowledge and workflows span many external tools.","proof":[{"feature":"External Source Integration","convershake":"no","competitor":"yes"},{"feature":"Knowledge Import & Integration","convershake":"partial","competitor":"yes"}]},{"title":"Scaled analytics and automation","subtitle":"Reporting and automation designed for large operational visibility","whyItMatters":"Can support teams that prioritize enterprise-wide reporting and optimization.","proof":[{"feature":"Automated Quality Assurance","convershake":"partial","competitor":"yes"},{"feature":"Advanced Trend Analysis & Reporting","convershake":"partial","competitor":"yes"}]}]}
{"sectionTitle":"Knowledge Management & Governance","competitor":"8x8","legend":{"yes":"Supported","partial":"Partial","no":"Not supported"},"summary":{"convershake":{"yes":9,"partial":0,"no":0,"unknown":0},"competitor":{"yes":6,"partial":0,"no":3,"unknown":0}},"rows":[{"feature":"Multi-Client Knowledge Bases","convershake":"yes","competitor":"yes"},{"feature":"Collaborative Client Portal","convershake":"yes","competitor":"no"},{"feature":"Hierarchical Structure","convershake":"yes","competitor":"yes"},{"feature":"Rich Text Knowledge Article Editor","convershake":"yes","competitor":"yes"},{"feature":"Version Control & History","convershake":"yes","competitor":"yes"},{"feature":"Role-Based Access Control","convershake":"yes","competitor":"yes"},{"feature":"Knowledge Import & Integration","convershake":"yes","competitor":"yes"},{"feature":"Selective AI Knowledge Scoping","convershake":"yes","competitor":"no"},{"feature":"Proactive Knowledge Update Agent","convershake":"yes","competitor":"no"}]}
{"sectionTitle":"AI Assistant & Answer Quality","competitor":"8x8","legend":{"yes":"Supported","partial":"Partial","no":"Not supported"},"summary":{"convershake":{"yes":6,"partial":0,"no":0,"unknown":0},"competitor":{"yes":4,"partial":0,"no":2,"unknown":0}},"rows":[{"feature":"Keyword Quick Search","convershake":"yes","competitor":"no"},{"feature":"Conversational AI Q&A","convershake":"yes","competitor":"yes"},{"feature":"AI-Generated Summary Answers","convershake":"yes","competitor":"yes"},{"feature":"Configurable AI Behavior & Prompting","convershake":"yes","competitor":"yes"},{"feature":"Verifiable Source Citations","convershake":"yes","competitor":"no"},{"feature":"External Source Integration","convershake":"yes","competitor":"yes"}]}
{"sectionTitle":"Real-Time Agent Assistance & Automation","competitor":"8x8","legend":{"yes":"Supported","partial":"Partial","no":"Not supported"},"summary":{"convershake":{"yes":3,"partial":0,"no":0,"unknown":0},"competitor":{"yes":3,"partial":0,"no":0,"unknown":0}},"rows":[{"feature":"Real-Time Agent Co-Pilot","convershake":"yes","competitor":"yes"},{"feature":"“Zero After-Call Work” Automation","convershake":"yes","competitor":"yes"},{"feature":"Automated Quality Assurance","convershake":"yes","competitor":"yes"}]}
{"sectionTitle":"Quality, Feedback & Operations","competitor":"8x8","legend":{"yes":"Supported","partial":"Partial","no":"Not supported"},"summary":{"convershake":{"yes":5,"partial":0,"no":2,"unknown":0},"competitor":{"yes":7,"partial":0,"no":0,"unknown":0}},"rows":[{"feature":"Agent Feedback Mechanism","convershake":"yes","competitor":"yes"},{"feature":"Centralized Issue Queue","convershake":"yes","competitor":"yes"},{"feature":"Issue Triage & Filtering","convershake":"yes","competitor":"yes"},{"feature":"Resolution Workflow","convershake":"yes","competitor":"yes"},{"feature":"Real-time Error Alerting","convershake":"no","competitor":"yes"},{"feature":"Advanced Trend Analysis & Reporting","convershake":"yes","competitor":"yes"},{"feature":"Automated Employee Workload Scheduling","convershake":"no","competitor":"yes"}]}
{"sectionTitle":"Announcements & Operational Communications","competitor":"8x8","legend":{"yes":"Supported","partial":"Partial","no":"Not supported"},"summary":{"convershake":{"yes":4,"partial":0,"no":0,"unknown":0},"competitor":{"yes":1,"partial":0,"no":3,"unknown":0}},"rows":[{"feature":"Announcement Creation","convershake":"yes","competitor":"no"},{"feature":"Mandatory Acknowledgment","convershake":"yes","competitor":"no"},{"feature":"Lifecycle Management","convershake":"yes","competitor":"no"},{"feature":"Auditable Analytics","convershake":"yes","competitor":"yes"}]}
Choose Convershake if you:
- You need agents and AI to give the same, trusted answer every time — without manual policing.
- Inconsistent responses create QA rework, escalations, or compliance risk in your operation.
- Knowledge changes frequently and must be reflected instantly across teams and workflows.
- You operate multi-team or multi-client environments where control and clarity are critical.
- You want AI to reduce handling time and errors, not introduce new operational risk.
Choose 8x8 if you:
- You need a centralized issue queue with real-time error alerting to quickly resolve contact center problems.
- You want AI-generated summary answers and configurable AI behavior to enhance your knowledge base accuracy.
- You require role-based access control and version history for secure, compliant knowledge management.
- You seek a real-time agent co-pilot with zero after-call work automation to boost agent productivity.
- You rely on hierarchical knowledge bases integrated with external sources for comprehensive customer support.
Final Thoughts
8x8 can be a strong choice if your priority is broad suite coverage and fast rollout through packaged capabilities. Convershake is the better alternative when you’re optimizing for trusted AI performance: consistent answers, fewer escalations, lower QA rework, and faster onboarding clarity. Choose Convershake when control and reliability drive your operational outcomes.
