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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Pendula
Score 9.0 out of 10
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Pendula drives the shift from broadcast to conversation by enabling two-way messaging and workflow at scale, allowing users to create, manage, and optimise digital customer experiences across every channel. With no coding knowledge required and built on Zuora & Salesforce, Pendula supports automated two-way communication across SMS, email, social messaging and fax. It also enables outbound posts. Customers can see and take action on messages, whenever and wherever they…
We spend a lot of time calling insurance companies to check claim status, verify benefits, or fix denials. 8x8 is great for handling high call volume days when our team is making and receiving a ton of those calls. The call routing makes sure insurance calls go to our billing reps and patient calls go to the right team, so things don’t get mixed up. If we’re doing a compliance review or responding to an insurance dispute and need a specific recorded call from months ago, it can take some digging to find it unless we have exact details. It’s not impossible, just not super quick
We used Pendula as part of our re-engagement program. This was valuable, as we were able to connect with 40,000 or more names. Knowing that either a significant telesales team effort--too expensive and not enough people--would be implausible. We designed an interactive SMS journey that allowed us to begin the process of taking the 40.000 and discovering those who were willing to shop with us again automatically. We also found that promotions and blasts worked really well, were very easy to set up and run, and then the automation on the back to create the Salesforce opportunity. We have also engaged with custom objects and were able to trigger events on internal activities and sales status, such as shipping notifications.
EOFY campaigns that drove limited time, limited release offers. We could segment our targets and engage those most likely to respond well.
Limited release wine offers, again targeting the right buyers, and then designing a series of interactions with them. This enabled sales reps to speak to those most warm.
Customer re-engagement. We have very many historical customers. We were able to reach 30,000 or so people and then lead them through several steps towards re-engagement.
Targeting smaller customer segments was made easy due to the deep integration with Salesforce. We could create campaigns to account owners of contacts that met criteria--which provided a deeply personal experience.
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.
Overall, the 8x8 contact center's functionality is great! As the administrator for our practice, I find the platform extremely easy to navigate and customize for our business needs, which are constantly changing and evolving. I find the analytics very easy to use overall. It is fairly quick and easy to find call recordings when needed, and the reporting can transition between a 30,000-foot view and an extremely granular view.
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.
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
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,
Fuze is somewhat dated and clunky when it comes to configuring settings. 8x8 Contact Center design and settings is more clean and easier to amend. Fuze includes an all in one softphone system, which is an additional component for 8x8. RingCentral seems somewhat pricier when comparing the different offerings, although they may have more features.
