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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PanTerra Networks
Score 8.3 out of 10
Mid-Size Companies (51-1,000 employees)
PanTerra is a provider of unified cloud-based services for communications, enterprise file sharing and mobility solutions for mid-market enterprises (MME), headquartered in Santa Clara. The Company's Streams service provides - Unified Communications and SmartBox - Communications-Enabled Content Management solutions which are delivered securely from the cloud through a browser-based client as well as mobile apps for smartphones and tablets, are designed to eliminate any on-premises deployed…
$24.95
per month per seat
Pricing
8x8 Contact Center
PanTerra Networks
Editions & Modules
No answers on this topic
Business Plus
$24.95
per month per seat
Professional
$29.95
per month per seat
Call Center
$44.95
per month per seat
Offerings
Pricing Offerings
8x8 Contact Center
PanTerra Networks
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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Pricing is determined by length of contract and size of business.
Streams is very easy to use , the interface with windows is taskless and the mobile app works just fine as well. Texting is easy, just type message and send, you can also share files via text through web or the app itself . Monitor the trainees calls to make sure they are doing …
Panterra absolutely destroys the competition in price, support, features, and quality. I am so happy with this service - This should have been done a long time ago. It was like pulling teeth trying to get someone on the phone with our previous provider. We've had our employees …
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.
One of the main draws of PanTerra Networks Streams is the unlimited calling, which was very enticing. We chose the platform over other models (per-call for example) because they simplified billing. While the video conferencing and messaging feel bare-bones or underdeveloped in comparison to other players in the market, the fact that the messaging is seamlessly integrated into the PBX makes it easy to use. The call routing systems are especially robust, which in the collections world is very important to be able to segment calls to different users.
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.
Accounting had asked me to mention the way the bills are shown in the invoices can be confusing as to how it is broken out and what each charge is for. She mentioned wishing it was a little more detailed.
Virtual test environment would be nice. When testing if there is an outage or testing updates, it would be cool to either be able to hear what a customer would hear and make sure things are working in the system without interrupting customer service. This is small, but a feature that would be cool to utilize.
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.
In all likelihood, we will remain Panterra customers for many years. VoIP phone and messaging is a rapidly expanding and evolving market, however, and its possible a better solution will come along, but for now, Panterra Streams offers a compelling solution combining leading features, great customer service, and affordable pricing.
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.
PanTerra Networks needs to make the interface more user friendly and make it easier for the users. Like saving message templates or saving phone numbers for the fax directory.
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.
Always available and quick to respond. The team is also very knowledgeable so no waiting for a fix or an answer. At times they just go in and fix the setting vs telling you how to do it and sending you on your way. It's also done via text so you don't need to drop your call or be on hold
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.
The training was easy but would probably be much easier in person. Easier to ask questions and show someone your computer when you are in person. Easier to differentiate between network issues and 8x8 issues. Online works too but for how technical 8x8 can be, I would recommend you try and do in person if possible. Would make it much easier to get help when needed. This is a personal preference and not something that is required by any means. The online training is still great and still did the trick. The good thing is that help is always available months or years after if there is something new you want to do
Everything was fantastic. Training was sufficient and everything was easy to use. It was provided on our schedule and was very clear. I did the training myself. Training person was very knowledgeable. We are very happy. Only two users. very happy very happy very happy very happy very happy very happy
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,
The implementation was very smooth. They assisted in getting phones tied to the various lines and getting everything set up in the admin portal. It's been a few years since our implementation, but there were no issues at the time.
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.
PanTerra Networks is viewed as more competitive, and close enough to win. Those other companies do offer more integrations off the shelve, and do have a more user friendly portal. Panterra does give the client a more personalized experience when it comes to the presentation, so the customer feels like they're getting a more personalized experience.
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.
Very reliable. We make hundreds of calls outbound and there has never been a connectivity issue or otherwise
We decreased our monthly expense for reliable service by several hundred dollars
The onboarding support was the best we've ever experienced. They were on the phone while we hooked up every phone, tested, and got it all set up with ease.
Any changes needed after onboarding were difficult to accomplish without a call to customer service. Some of those calls to customer service made things more confusing
