What users are saying about
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55 Ratings

8x8 Contact Center

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55 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.0
Agent dashboard
8x8 Contact Center
7.3
Validate callers
8x8 Contact Center
6.5
Outbound response
8x8 Contact Center
6.0
Call forwarding
8x8 Contact Center
7.0
Click-to-call (CTC)
8x8 Contact Center
6.3
Warm transfer
8x8 Contact Center
7.0
Predictive dialing
8x8 Contact Center
5.2
Interactive voice response
8x8 Contact Center
6.0
REST APIs
8x8 Contact Center
4.9
Call scripts
8x8 Contact Center
5.0
Call tracking
8x8 Contact Center
7.1
Multichannel integration
8x8 Contact Center
5.4
CRM software integration
8x8 Contact Center
4.8

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Inbound call routing
8x8 Contact Center
7.9
Omnichannel inbound routing
8x8 Contact Center
7.3
Recording
8x8 Contact Center
7.8
Quality management
8x8 Contact Center
6.9
Call analytics
8x8 Contact Center
7.3
Historical reporting
8x8 Contact Center
6.6
Live reporting
8x8 Contact Center
9.0
Customer surveys
8x8 Contact Center
6.9

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.4
Based on 26 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3

Usability

8x8 Contact Center
8.2

Support Rating

8x8 Contact Center
5.4

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