8x8 Contact Center vs Bright Pattern Contact Center

• Tracks all inbound and outbound calls from our organization.
• Gives us the ability to record and review calls.
• Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.

Read full review

• Replies quickly to emails
• Agents are always pleasant to speak with.
• Provide alternate solutions if a requested feature is not yet available.

Read full review

• 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.

Read full review

• WFM has been a missing component, however that is slated to launch in Q2 of 2022
• The mobile application has taken longer than expected for general release
• UCaaS functionality would be a great addition

Read full review

• 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.

Read full review

• We were able to automate features such as information change requests and W-2 reprint requests which cut down up to 4,000 agent interactions a day during the W-2 season.
• With training features and the ability to specify skills, new agents are able to jump in quickly and build up their level of support gradually as they become ready to handle more interactions at once.

Read full review