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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If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
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 Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation. Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities. The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback. 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 There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at. It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be. There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable. 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.
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In fairness, this product was rolled out to our entire team, and therefore I have not used other (similar) call tracking software. That said, I have been very pleased with all of the features it does offer, and would be reluctant to change products based on the successes in productivity we've experienced with Tenfold. If anything, we would hope to continue to see improvements in this product, rather than switching to something else
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 We have made more sales because of the ease of completing transactions. The product is a bit more costly up front so that should be taken into consideration. It is easier to reach customers on phone and chat so we can make more sales. Read full review ScreenShots LivePerson CTI Platform (Tenfold) Screenshots