8x8 Contact Center vs Playvox

• 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.

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• monitoring the chats and calls to know your mistakes and get it solve.
• analyst your skills, and it makes you to know are you doing well or not.
• coaching and learning from your mistakes, and seeing the errors to improve your skills in handling.

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• 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.

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• The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
• Keep a lot of information
• It should have more languages for ease of control

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• 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.

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• Positive return motivation and learning[.]
• Negative return not continuous update[.]
• Positive return Guidance and assistance in my work[.]
• Negative return There are no pages to explain and facilitate access[.]
• Positive return Training to get back to better performance and learn from mistakes[.]
• Negative return no abbreviation[.]

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