Overview
What is 8x8 Contact Center?
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of…
8x8 saved us from huge headaches during the pandemic. And still is
8x8 Contact Center Review
Decent product but very expensive
8x8 will work for you!
8x8 Contact Center
Honest Opinion
8x8 Contact Center Contact Center Killer!
8x8 Helps us connect and make better business decisions
8x8 is the way to go if you want to improve customer satisfaction
Great partnership
8x8 is well worth a second look
RETIREMENT OF BILLING MANIA LIFE
Donuts
Decent product but not great for our organization.
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Warm transfer (115)8.080%
- Call forwarding (119)8.080%
- Agent dashboard (116)7.878%
- Call tracking (115)6.969%
Reviewer Pros & Cons
Pricing
What is 8x8 Contact Center?
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
9 people also want pricing
Alternatives Pricing
What is Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
What is Five9?
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.8Agent dashboard(116) Ratings
Enables agents to track and view their individual and team performance.
- 6.9Validate callers(105) Ratings
Authenticates inbound callers with a customer ID.
- 8Outbound response(102) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8Call forwarding(119) Ratings
Forwarding of calls to the appropriate agents.
- 5.5Click-to-call (CTC)(77) Ratings
Allows one-click calling for agents.
- 8Warm transfer(115) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.9Predictive dialing(53) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 7.1Interactive voice response(69) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7.5REST APIs(41) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 7.4Call scripts(69) Ratings
Providing agents with a predefined conversation script.
- 6.9Call tracking(115) Ratings
Enables agents and managers to see the origin of the call.
- 4.5Multichannel integration(67) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 4.4CRM software integration(59) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.8Inbound call routing(111) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8Omnichannel inbound routing(61) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8Recording(108) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.7Quality management(108) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.5Call analytics(108) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.3Historical reporting(100) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 9Live reporting(1) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 7.1Customer surveys(57) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is 8x8 Contact Center?
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center is used by businesses to connect and collaborate with individuals working inside and outside of the organization.
8x8 Contact Center keeps agents connected to customers from anywhere, at any time. They offer a financially backed 99.999% SLA across contact center and business communications, so as to guarantee that users' contact center will continue to operate without interruption.
8x8 Contact Center capabilities include:
- Conversational AI to deliver effective self-service experiences across all channels to resolve a wide range of customer inquiries, both simple and complex.
- Omnichannel skills-based routing for voice, web-chat, email, SMS, messaging, social media, and video elevation customer interactions
- Agent Workspace to handle all interactions through a single pane of glass
- Supervisor Workspace to manage agents and contact center performance through a single pane of glass
- AI-powered insights and automation to enable self-service
- Intelligent voice self-service
- Holistic reporting across all channels
- Visual and intuitive reports, and dashboards
- One-click access to enterprise subject matter experts
- Full PSTN replacement in 58 countries/territories
- Auto Dialer providers preview, progressive, and predictive
- Quality Management and coaching
- Workforce management
- Speech and Text Analytics
- Interaction journey analytics
- Performance management
- Post call surveys
- Integrations with CRM apps such as Salesforce, Microsoft Dynamics, Zendesk, and 20 others
- Dynamic integration framework
- Open APIs and developer program
8x8 Contact Center Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
8x8 Contact Center Integrations
8x8 Contact Center Competitors
8x8 Contact Center Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Countries | 8x8’s Global Reach routing technology extends across 54 countries and covers Asia Pacific, Europe, Middle East and Africa, North America, and Latin America. The latest country additions include: Israel, Latvia, Slovakia, Indonesia, Thailand, Philippines, Panama, and Japan. |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(299)Attribute Ratings
- 7.6Likelihood to Renew6 ratings
- 9.1Availability2 ratings
- 9.1Performance2 ratings
- 8.2Usability21 ratings
- 3.2Support Rating52 ratings
- 9.1In-Person Training1 rating
- 8.4Implementation Rating4 ratings
- 9.1Configurability2 ratings
- 9.1Product Scalability2 ratings
- 8.6Ease of integration2 ratings
- 7.3Contract Terms and Pricing Model1 rating
Reviews
(1-25 of 49)8 X 8 is GREAT.
- Customer Service.
- Instructions
- Voice Messages.
- Caller ID.
- All is great!
- The ability to record calls
- click to dial feature help us to avoid dialing to wrong numbers
- integration with Netsuite
- script creation is a buit confusing
- we never found a way to transfer a call from Contact Center to a non-CC user. The call drops as soon as the user who transfered the call hungs up this phone
- supervisor monitoring calls could be easier
8x8 Contact Center
- Call Scripts
- Auto Attendant
- Video Confrencing
- UI for VCC
- Creating User Groups for different sites
- Workflow for VCC
8x8 Helps us connect and make better business decisions
- Data
- Analysis for business decisions
- Insights
- None for now
8x8 enables you to streamline a lot of different processes into a simplified contact approach whether by phone, chat, virtual meeting etc. Furthermore, it enables companies to collect impactful data that helps to shape strategies both internal and external to optimize communications, client engagement and their journey, as well as offering an easy to use user experience.
8x8 small contact center usage
- call recordings
- ease of using the system/navigation
- building reports
- tracking adherence
Application for New Age Dynamic Contact Center
- Easy to access the application from any part of world no restriction what so ever.
- Customized reporting and interactive dashboard on the go.
- Application support is amazing as soon as you log a ticket you will see the support engineer starts working on it and issues will get resolved, and you will keep informed and loop in every communication.
- I feel 8x8 Contact Center should spend some time on softphone support. They should have their own softphone.
- Automation of reports. For example: if I need a specific report every Monday, a user should have the option to schedule a report and it should get generated at the given time.
- I feel you should focus on plug-and-play concepts and easy to configure as Amazon Connect.
8x8 Contact Center, Great Solutions with some 'Quirks'
- 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
- 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
- 8x8 comes with great onboarding support.
- Post-sale support through the online ticket system is painfully slow.
- It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
- The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Simple and Easy!
- Prefilled data
- Corrections
- being able to use 2 session at a time
8x8 Contact Center
- GOOD QUALITY CALLS
- BE ABLE TO CONTACT YOUR TEAM THROUGH THE APP
- LETS YOU MANAGE DIFRENT THINGS AT THE TIME THROUGH THE APP
- RECORDER BUTTON
great and trust worthy
- text messages are sent with ease
- messaging between departments is fast and through
- call flow is reliable, call loss is minimal
- set up and troubleshooting the program can be difficult
- training on resolution of issues
- tiles that are more clear
Truthful and my personal opinion!
- Sending messages to other members and receiving messages back is very fast.
- The calls are very clear when calling and receiving them.
- Response time for assistance is incredible.
- When trying to transfer sometimes the option gets stuck so we are unable to connect calls in between
Speedy help when you need it
- We love the support
- The online portal is helpful
- Single contact person for manager only
8x8 Contact Center Review
- Easy to use
- Convenient. Can download on mobile.
- Nice report function
- Real time dashboard could include more parts.
- Connection highly relies on the network. Sometimes it's easy to lose connect[ion].
Good platform, always room for improvement
- Report metrics
- Fewer small solution updates. Less frequent, larger bulk updates would be better.
- If there was a way to consolidate all permissions and capabilities across the solution.
Excellent service as usual
We used to use a regular phone line--one line for calling out and one for receiving calls. Now we have two virtual lines so all calls come from the same number.
- Quick response
- Knowledgeable reps
- Excellent value for money
- Superior technology
- Saving on bill by having one provider no matter where we are all located.
- The different options to have the system work for you and your business needs.
- Makes your smaller home based business seem more professional.
- At this time I do not have any that come to mind or that I can think of.
Help is only a click away!
- Availability at all times, does not seem to matter the time zone.
- Willingness to help, (tech worked with me on Christmas eve to trouble shoot our issues).
- Every staff member that I've spoken with has been extremely patient and professionals, even when dealing with my obvious frustrations.
- Speaking with a live representative quickly. I always seem to have to navigate an automated help center before I can contact a live representative.
- Time wasted with text "chatting", I have to do a lot of back and forth with a support representative when a simple voice call would eliminate a lot of back and forth to explain the issue in detail
- rep should review previous case on file re:same issue
- I've needed to call for assistance three separate times in three consecutive weeks, not sure if previous cases/calls get recorded into our account history, but considering all of our issues are related it would be helpful if each consecutive support person was able to review recent related calls.
8x8 has made my job allot easier
- Easy to setup
- Easy to manage
- Fun to use
- Be able to to have multiple devices for one extension. For when you need two desk phones
Always go the extra mile to help solve a problem.
- Change user information
- Add or delete users
- Problem solving
- Can take a long time
- Sometimes hard to understand
- Connecting our employees
- Flexible use for our staff (mobile, laptop, desktop, landline)
- Ease of use
- Be able to create meetings and edit meetings from within the apps
- Be able to join meetings from desktop app or mobile apps
- Improve 1st tier support and support messaging - every message says "We haven't been able to reach you - if there is a better number" - surely there is a better way to say we missed you but we will try again, please let us know if there is a better time. Claiming we haven't been able to reach you sounds extremely final. If there is a better number - How many times do you need to ask that? Obviously the number you have is good we just missed each other since you don't make appointments for call backs you just call. Which is fine, but perhaps there is a smarter way to do that.
Great Contact Center
- They know what they're talking about!
- Update is hard to work with
User Friendly, great troubleshooting response
- The chat response is helpful.
- The response time is great.
- The patience and knowledge of the help desk for 8x8 is refreshing.
- More options for the chat bot.
Good Customer Service
- Running reports
- Easy to add additonal lines
- Allows calls to be recorded and listened to easily
- Sometimes the wait for customer service can be long
- New layout has been a struggle to learn; wish there had been a notice sent to all users, not just owner
- Cannot adjust volume of on-hold music
8x8 Saves the Day During Covid / Shelter in Place
- Smooth transition through the phone tree
- Great quality of calls with little to no interruptions/dropped calls
- Great support when needed
- Scripts can be a little more user friendly
- When updates happen and functions change more alerts to those specific changes
- Providing additional storage for recorded calls at a more reasonable price
Customer service is hit or miss
- Good audio
- Easy to set up
- Easy to forward to a cell phone #
- Ring groups are a great tool.
- Sometimes they are impatient.
- Agents have strong accents.
- The transition from our previous virtual office to the X series was NOT handled well. We were not given proper warning or training regarding the transition.
- One customer service rep put me on hold for one hour.