8x8 Contact Center vs. Mattersight Predictive Behavioral Routing (discontinued)

Customer service/regular call center would be good places to implement this. It seems fairly user friendly & doesn't take too much to figure out the in's & out's of the system. Places that don't have IT staff or outsource all of their IT problems or questions would probably have some more difficulty with this because it can be a little complicated when it comes to specific attributes to 8x8 Contact Center such as installation/configuration, scripts, & queues.

Incentivized

Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.

Incentivized

• 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.

Incentivized

• Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
• Contains governors to minimize the impact on agents and customers during busy periods.
• Ease of integration into our existing infrastructure.
• Sales/support teams from Mattersight are fantastic.

Incentivized

• 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.

Incentivized

• ISG could use more in depth reporting that is available on demand.

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

Incentivized

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!!

Incentivized

The only issue I have ran across was on getting the updated new version

Incentivized

Yes everything loads quickly and its ready for use

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.

Incentivized

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

It was extremely easy

Incentivized

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.

Incentivized

The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.

Incentivized

It is pretty much "Par for the course" with the options out there with other vendors.

It was implemented across the board in the company and has worked perfectly

Incentivized

• 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.

Incentivized

• Positive ROI
• Still assessing customer satisfaction
• Still assessing employee satisfaction