Direct Answer (TL;DR)
Brilo AI voice agent can be integrated with an 8x8 contact center using standard telephony routing methods such as call forwarding or SIP trunking when your 8x8 account and phone network allow outbound call forwarding to third-party systems. Integration typically works in one of two ways: forwarding calls from 8x8 into Brilo AI for the voice agent to answer, or placing Brilo AI as an outbound SIP endpoint that routes through your 8x8 infrastructure. Planned configuration requires your telecom admin and Brilo AI implementation team to agree on routing, caller ID handling, and handoff behavior before go‑live.
Does Brilo AI integrate with 8x8? — Yes. Brilo AI can accept calls forwarded from 8x8 or be connected via SIP when enabled.
Can Brilo AI work with an 8x8 contact center? — Yes. Most customers use call forwarding or SIP-based routing to connect Brilo AI voice agents.
How do I connect Brilo AI to 8x8? — Configure call forwarding or SIP trunking on the 8x8 side and provide routing/webhook details to Brilo AI.
Why This Question Comes Up (problem context)
Enterprise contact centers often standardize on a platform like 8x8 for telephony and want to add Brilo AI voice agent capabilities without replacing existing infrastructure. Buyers ask about integration because they need to maintain call records, preserve IVR menus and ACD flows, and ensure compliant handoffs in regulated sectors such as healthcare and banking. The two-level concern is technical connectivity (SIP/call forwarding, caller ID, DTMF) and operational fit (how calls are routed, logged, and escalated).
How It Works (High-Level)
When configured, Brilo AI voice agent sits behind your 8x8 routing so calls are answered by Brilo AI or routed to it on demand. Typical patterns we implement are:
Call forwarding from an 8x8 phone number or IVR to a Brilo AI entry point (the simplest path).
SIP trunking or SIP endpoint configuration where Brilo AI is an endpoint in your PSTN call flow (when supported by your telecom plan).
In Brilo AI, call forwarding is a routing setup that sends live incoming calls from your 8x8 number to Brilo AI for automated handling.
In Brilo AI, SIP trunking is a session-level connection option that lets the Brilo AI voice agent appear as a reachable telephony endpoint on your network.
Relevant system terms you may encounter: SIP, IVR, ACD, webhook, API, caller ID, DTMF.
Guardrails & Boundaries
Brilo AI integration with 8x8 should be scoped and tested for these limits:
Brilo AI will not change your 8x8 account permissions or billing; your telecom admin must enable any forwarding or SIP settings.
Brilo AI does not automatically alter existing IVR decision trees in 8x8; routing changes must be coordinated so callers reach the intended Brilo AI entry point.
Brilo AI will not assume responsibility for PSTN-level features (for example, number portability or carrier-level emergency calling) — those remain under your telecom provider and 8x8 controls.
In Brilo AI, escalation rules are configured workflows that stop automated handling and route calls back to human agents when confidence thresholds or rule conditions are met.
Applied Examples
Healthcare example: A clinic routes after-hours calls from their 8x8 number to a Brilo AI voice agent for appointment triage and basic scheduling. The Brilo AI voice agent collects patient contact details and then creates a ticket in the clinic’s CRM or triggers a callback to a live nurse during business hours.
Banking example: A regional bank forwards low-risk balance inquiry calls from an 8x8 inbound queue to Brilo AI. The voice agent authenticates callers by account PIN, provides balance information, and routes any suspected fraud reports to a human fraud specialist for review.
Insurance example: An insurer routes new-claim intakes from 8x8 to Brilo AI for structured data capture; the agent gathers claim details and attaches them to a case in the insurer’s backend systems for human follow-up.
Human Handoff & Escalation
Brilo AI voice agent supports deterministic handoffs from automated handling back into your 8x8 human agent flows or to other escalation endpoints:
Configure trigger conditions (low confidence, specific keywords, or caller request) that cause Brilo AI to transfer the call.
Transfer using standard SIP transfer or re-route via call forwarding back into an 8x8 queue or to a defined agent extension.
Pass context (transcript, intent, collected data, and call metadata) to the receiving agent so the human picks up with full situational awareness.
Enforce workflow rules for regulated scenarios to force immediate escalation for sensitive disclosures or suspected compliance issues.
Setup Requirements
Verify: Confirm with your 8x8 admin whether call forwarding or SIP trunking to external endpoints is permitted and what credentials or SIP details are required.
Provide: Share the entry number, DID, or SIP endpoint details from 8x8 that will route calls to Brilo AI.
Configure: Instruct your 8x8 team to set up call forwarding rules or SIP routing to the Brilo AI endpoint during test windows.
Test: Run staged calls to validate caller ID, DTMF passthrough, media quality, and transfer behavior.
Configure: Work with Brilo AI to set handoff rules, confidence thresholds, and context transfer (transcript/metadata) for agent escalation.
Validate: Confirm logging and call recording settings meet your policy (recording control remains on your telephony side unless otherwise agreed).
Launch: Move routing into production during a low-impact window and monitor performance and logs.
Business Outcomes
Connecting Brilo AI to 8x8 can reduce initial wait times, automate high-volume simple tasks, and preserve agent capacity for complex calls. Realistic outcomes include higher first-contact deflection for routine inquiries and more consistent data capture for downstream systems. Expected benefits are operational: stabilized call volume handling, improved caller experience for standard inquiries, and better triage before human involvement.
FAQs
Does Brilo AI require special 8x8 licensing to integrate?
Brilo AI itself does not control 8x8 licensing. You must check with your 8x8 account team whether your current plan permits call forwarding, SIP trunking, or external endpoints and whether additional licenses or configuration are required.
Will caller ID and CNAM be preserved when forwarding from 8x8?
Caller ID behavior depends on how your 8x8 routes calls and your carrier settings. During integration testing, validate how caller ID and name (CNAM) are presented to Brilo AI and whether any normalization is needed.
Can Brilo AI record calls routed from 8x8?
Brilo AI captures transcripts and can log metadata, but call recording controls are primarily managed at the telephony level. Coordinate recording policies between your 8x8 configuration and Brilo AI implementation to meet internal requirements.
How is DTMF or keypad input handled when calls pass through 8x8?
DTMF passthrough is supported when the forwarding or SIP path carries the tones. Test DTMF in your routing configuration; if tones are stripped by intermediate systems, work with your telecom/8x8 admin to enable RFC-compliant DTMF transport.
What security or compliance considerations should we plan for?
Treat the integration as part of your telephony security perimeter. Limit who can change routing rules, log all configuration changes, and ensure sensitive data handling policies are enforced in Brilo AI workflows. For regulated sectors, validate internal audit and retention policies with your compliance team.
Next Step
Contact Brilo AI sales or implementation to request a technical integration review and to schedule a test window with your telecom and 8x8 admins.
Prepare routing details (forwarding numbers or SIP credentials) and a short test plan for media, DTMF, and transfer behavior.
Request a Brilo AI implementation call to map your desired IVR/ACD handoffs and escalate rules so we can provide a tailored integration plan.