Likelihood to Recommend
Here are some specific scenarios where 8x8 Contact Center may be well-suited: Businesses that have a large number of incoming customer calls and want to improve call handling efficiency: 8x8 Contact Center includes features such as automatic call routing, call queuing, and call barging, which can help businesses handle a large volume of calls more efficiently. Businesses that want to offer multiple communication channels to their customers: 8x8 Contact Center includes features such as chat, email, and social media integration, which allows businesses to communicate with their customers through the channel of their choice. Businesses that want to gather customer feedback and insights: 8x8 Contact Center includes features such as customer surveys and analytics tools, which can help businesses gather valuable feedback from their customers and understand how to improve their products and services. On the other hand, here are some scenarios where 8x8 Contact Center may be less appropriate: Businesses that do not have a high volume of incoming customer calls or interactions: 8x8 Contact Center is designed for businesses that need to manage a large volume of customer interactions, so it may not be cost-effective for businesses with low call volume. Businesses that do not have the resources to manage a cloud-based system: 8x8 Contact Center is a cloud-based solution, which means it requires an internet connection and may require technical expertise to set up and manage. Businesses with specific regulatory or compliance requirements: 8x8 Contact Center may not meet certain regulatory or compliance requirements for certain industries. It is important for businesses to carefully review the features and capabilities of the system to ensure it meets their specific needs.
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It is a simple process: Go to the campaign tab and click on the campaign you are joining, and here, review the questions and suggested script to guide your conversation, remembering, of course, that the most important thing is to be yourself through this software and the window that will mark the progress so join the campaign at this point do not hang up now you are controlling the communication through this software you can leave the campaign and fill with a smile the answers you get from users.
Read full review Pros The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily. Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part. The visibility of being able to manage my team and all media channels in one panel is awesome. Read full review All you'll require is your login credentials. You have been given a username for two complementary programs that we use: one is for limited access to remote sales services and call services. Callhub has been limited to protect privacy. Read full review Cons With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses. When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform. Read full review Using new software is frustrating at first, but worth the effort. It's a little weird at first, but it saves you time and the frustration of dialing the wrong number. If it doesn't sometimes work, simply press the update button until you see the phone number you want to answer. Read full review Likelihood to Renew
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review Usability
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!!
Read full review Reliability and Availability
The only issue I have ran across was on getting the updated new version
Read full review Performance
Yes everything loads quickly and its ready for use
Read full review Support Rating
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Read full review In-Person Training
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Read full review Online Training
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Read full review Implementation Rating
It was extremely easy
Read full review Alternatives Considered
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
Read full review Contract Terms and Pricing Model
It is pretty much "Par for the course" with the options out there with other vendors.
Read full review Scalability
It was implemented across the board in the company and has worked perfectly
Read full review Return on Investment 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 For all calls, you must complete at least the first question you are asked in the survey so that we know what type of connection. You can leave a voice message, and a pre-recorded message will play on your answering machine or service when the call is saved. If you get a signal compromised or problem you can hang up once you are in the software which makes it quick and easy. Read full review ScreenShots