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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PG Forsta HX Platform
Score 8.0 out of 10
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The PG Forsta HX platform, the technology and research solution formed from the Forsta solution based on the combined (through merger) technology of Dapresy, Confirmit, and FocusVision, and later by the acquisition of Press Ganey in 2022, is a customer experience management solution featuring both forms and text analysis to understand the Voice of the Customer.
8x8 Work is an ideal communication platform for intra-organization communication; it is very easy to find any employee at my firm and quickly ascertain their availability. I prefer not to share my direct line with outside clients, so I would like to be able to mask my number in outgoing texts/display our general reception number, ensuring those clients are not confused about how to reach me.
They have done a good job at helping us maintain the integrity of the project while transitioning to a completely new platform. Our Voice of the Customer program happens to consist of multiple surveys within one "master" so I guess logistically it could be considered complex
Confirmit has a fairly shallow learning curve allowing someone with no experience to be able to create a simple survey with not much time invested in training.
Confirmit also has the flexibility to be used in very advanced ways. Whether modifying the display/page content's layout or modifying input types with jQuery, it is incredibly adaptable.
Confirmit (with v. 18) now collects data in a true SQL database which is far more robust and easy to administrate than some other methods of data storage.
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.
Ensure correct data collection. This is Confirmit's main goal, and which sometimes fails to succeed.
Integrated data back-up service. It would be great if we could look at the data from a couple days previous.
Interactive layout creator. Current layout creator is really "squared" as we say, it needs more flexibility with all the incoming technologies such as HTML5 and CSS3.
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.
From my point of view Confirmit has been a key tool in our organization. Without it we can't deliver what we do at this moment. Confirmit has proved that is a reliable, stable and easy to use tool. The few issues we found (as far as I know) were sent to Confirmit support team and fix them. Patching the product has been done faster and without large downtime of the product
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!!
Confirmit is a very technical tool, it takes time for someone to get used to the interface, even when it could definitely be more intuitive or user friendly, this is part of Confirmit's strenghts that makes it one of the most robust data collection technologies out there.
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.
The support team is responsive and I can tell that they are actually trying to help get to the heart of the issues before making us try every possible solution available. They ask the right questions and test things before coming back to us with proposals. I like the support team at Confirmit.
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
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,
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.
Forsta has a strong product functionality and performance. Integration capabilities are fantastic and it has strong customer focus. Pre-existing relationships also helped in cracking this deal. People at Forsta are helpful and customer centric. Although cost is not highly competitive but it comes close to value for money. Competitors have quite a few functionalities but there are additional charges levied for them.
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.
I love Confirmit, the only negative is that my experience using any other program is always terrible in comparison.
I had Confirmit rep come into the office and was disapointed that they didn't have much informaton on how to use it as a researcher in marking research, perhaps employing more internal marketing researchers would help that.
