What users are saying about
8x8 Contact Center
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Top Rated
140 Ratings
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Based on 140 reviews and ratings
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.6 out of 100
Based on 13 reviews and ratings
Likelihood to Recommend
8x8 Contact Center
Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
AWS Auto Scaling
AWS Auto Scaling is very much suited for the organisation where high-end applications are used mostly. It allows you to manage various instances on which it can work automatically with predefined peak values. It supports in low costing and performance improvement of the system who works on the cloud.
Architect
anil ranka architectsArchitecture & Planning, 1001-5000 employees
Feature Rating Comparison
Contact Center Software
8x8 Contact Center
7.6
AWS Auto Scaling
—
Agent dashboard
8x8 Contact Center
7.8
AWS Auto Scaling
—
Validate callers
8x8 Contact Center
8.1
AWS Auto Scaling
—
Outbound response
8x8 Contact Center
7.8
AWS Auto Scaling
—
Call forwarding
8x8 Contact Center
8.6
AWS Auto Scaling
—
Click-to-call (CTC)
8x8 Contact Center
7.3
AWS Auto Scaling
—
Warm transfer
8x8 Contact Center
8.4
AWS Auto Scaling
—
Predictive dialing
8x8 Contact Center
7.4
AWS Auto Scaling
—
Interactive voice response
8x8 Contact Center
8.5
AWS Auto Scaling
—
REST APIs
8x8 Contact Center
5.7
AWS Auto Scaling
—
Call scripts
8x8 Contact Center
8.4
AWS Auto Scaling
—
Call tracking
8x8 Contact Center
7.8
AWS Auto Scaling
—
Multichannel integration
8x8 Contact Center
6.9
AWS Auto Scaling
—
CRM software integration
8x8 Contact Center
6.2
AWS Auto Scaling
—
Workforce Optimization (WFO)
8x8 Contact Center
8.1
AWS Auto Scaling
—
Inbound call routing
8x8 Contact Center
8.6
AWS Auto Scaling
—
Omnichannel inbound routing
8x8 Contact Center
7.9
AWS Auto Scaling
—
Recording
8x8 Contact Center
8.4
AWS Auto Scaling
—
Quality management
8x8 Contact Center
7.8
AWS Auto Scaling
—
Call analytics
8x8 Contact Center
8.3
AWS Auto Scaling
—
Historical reporting
8x8 Contact Center
7.3
AWS Auto Scaling
—
Live reporting
8x8 Contact Center
9.0
AWS Auto Scaling
—
Customer surveys
8x8 Contact Center
7.8
AWS Auto Scaling
—
Pros
8x8 Contact Center
- 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.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesAWS Auto Scaling
- Smart scaling decisions
- Automatically maintain performance
- Pay per use

Verified User
Manager in Information Technology
Research Company, 10,001+ employeesCons
8x8 Contact Center
- The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
- Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
AWS Auto Scaling
- It should be made available all over the world.
- Auto response time should be manageable.
- Auto scaling time should be less with improvement in coding.
Architect
anil ranka architectsArchitecture & Planning, 1001-5000 employees
Usability
8x8 Contact Center
8x8 Contact Center 8.0
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
AWS Auto Scaling
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
8x8 Contact Center 7.1
Based on 69 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesAWS Auto Scaling
No score
No answers yet
No answers on this topic
Alternatives Considered
8x8 Contact Center
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
AWS Auto Scaling
Used for the below reasons:
- Easy to implement and use
- Pay per use, cost savings
- Automate and build scaling plans
- Automate performance and workload

Verified User
Manager in Information Technology
Research Company, 10,001+ employeesReturn on Investment
8x8 Contact Center
- The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
- We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
AWS Auto Scaling
- Immediate replies to system changes.
- Cost management.
- Performance improvement.
Architect
anil ranka architectsArchitecture & Planning, 1001-5000 employees
Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
AWS Auto Scaling
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No