8x8 Contact Center vs. MiContact Center

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.

Incentivized

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

• 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.

Incentivized

• Call forwarding
• Voicemail
• Detailed contact list

Incentivized

• 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.

Incentivized

• Can be little economic
• Hustle to find the right analysis
• Support can be improved

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

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.

Incentivized

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

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

• It keeps all side of our company connected
• Helps facilitate remote work

Incentivized