8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.
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Intouch Insight
Score 6.0 out of 10
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Intouch Insight offers a portfolio of customer experience management (CEM) products and services that promise to help global brands delight their customers, strengthen brand reputation and improve financial performance. Intouch was founded in 1992 and works with over 300 brands in North America, offering its CEM software and services which include: customer experience management software survey software mobile forms software mystery shopping…
Any organisation that has a customer-facing call center should seriously consider 8x8 as a solution. It is cost-effective and competitive on pricing, their customer service has been very responsive and knowledgeable, and the integration was seamless. It is suited to any areas where a centralised and unified call center solution is required, in particular, being able to refer to all customer data interactions. Call data analysis is also incredibly helpful.
Intouch Insights is great for companies needing to a deeper look at their customer base without the need to pay for a consultant to do it. Intouch does enable you to reach people on all platforms (desktop, mobile, tablet) and lets you create a decent experience too. If you're a small marketing team, make sure you allow the appropriate time span to set up and use the software as it can eat into time.
Compatible with most smartphones: Our forms can be viewed and used on almost every smartphone. Some outliers may be phones that are not up-to-date on software.
Variety: We can make an array of form types enabling us to really update our mobile experience. We also have a good selection of question types to use to build out engaging forms rather than stale ones.
Simple to use: The builder interface is really simple to use. You can drag your questions to shake up the order, add images if needed, and you can even provide a question description to give users more detail.
There's a few feature gaps that have been called out for years that haven't been addressed yet. I.e. passing calls from UC to CC requires a phone number (like why?)
Another frequent complaint I get is "why can't I just completely shut off a user's voicemail". You can fiddle with call forwarding rules, but sooner or later, an errant call finds a way to end up there.
Data can be "collected" offline: If the person uses the form offline, it's supposed to sync with our software after they come online. We've found that it doesn't always sync well and we have to use incomplete data or trash the form fill as a whole.
Set up is a little challenging: We had to work with a customer rep along with reading the help forum to get this set up the way we wanted it to be, causing us to use up time we didn't originally allot to it.
Issue alerts: While it does work most of the time, we have had a few hiccups with the issue alert functionality. We would actually find the issue or be informed of the issue before the software alerted us.
8x8 contact center is meeting our needs as a call center communication solution. We use 8x8 across the entire organization and have been able to work with our account management team to ensure our configuration and integrations meet our business, legal & compliance needs across the organization. The greatest benefit has been the 8x8 account management team who consistently works with us to ensure our needs are being met.
It is very easy to use; some features that I don't frequently use but still occasionally need to rely on can be hard to find simply because my memory is poor. Once you get in the swing of it, however, the user interface is very straightforward and can be easily used by employees across a range of technical literacy levels.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
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.
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
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
Compared to InTouch, these three look like amateurs. They are far too simple and do not have the mobile capability and mobile display appearance as InTouch. While they are cheaper alternatives, you'd be losing out on a lot of key benefits, especially with analytics, that InTouch delivers to its users.
The callback queue was a big thing for a while. Still is to a point but we would have MANY duplicate callbacks & it was frustrating to both the customer & the agent.
Support is my biggest negative for 8x8 Contact Center. Being able to communicate with someone is essential yet having MANY support agents have a language barrier has made it difficult on both ends to get things addressed/taken care of. Being able to follow the requests of the ticket is a big one as well. I talked about both of these points before, but if I request to communicate via email 9/10 times, I am being called to talk about the problem when it could have been an email. They also request information MANY many times that seems to be useless when I have provided what I think to be all the necessary information. It just doesn't make a lot of sense to me. It has been a little bit since I have had to put anything in for support the last one I did it was substantially better so hopefully that continues.
Being able to work solely on 8x8 work or 8x8 Contact Center would be a HUGE plus for agents & IT. I see other platforms that are able to do this, if 8x8 was able to do this it would make it 100x better for us so we don't have to work out of two things for an agent to be able to work.
The last thing is the plans. Not offering an unlimited talking plan to me seems very weird. What we are paying for & the amount of minutes that agents are using doesn't make a lot of sense on a billing standpoint. Offering better pricing/unlimited plans for enterprise like other companies would be a HUGE plus as well.
