8x8 Contact Center vs. Provana Speech Analytics

Here are some specific scenarios where 8x8 Contact Center may be well-suited: Businesses that have a large number of incoming customer calls and want to improve call handling efficiency: 8x8 Contact Center includes features such as automatic call routing, call queuing, and call barging, which can help businesses handle a large volume of calls more efficiently. Businesses that want to offer multiple communication channels to their customers: 8x8 Contact Center includes features such as chat, email, and social media integration, which allows businesses to communicate with their customers through the channel of their choice. Businesses that want to gather customer feedback and insights: 8x8 Contact Center includes features such as customer surveys and analytics tools, which can help businesses gather valuable feedback from their customers and understand how to improve their products and services. On the other hand, here are some scenarios where 8x8 Contact Center may be less appropriate: Businesses that do not have a high volume of incoming customer calls or interactions: 8x8 Contact Center is designed for businesses that need to manage a large volume of customer interactions, so it may not be cost-effective for businesses with low call volume. Businesses that do not have the resources to manage a cloud-based system: 8x8 Contact Center is a cloud-based solution, which means it requires an internet connection and may require technical expertise to set up and manage. Businesses with specific regulatory or compliance requirements: 8x8 Contact Center may not meet certain regulatory or compliance requirements for certain industries. It is important for businesses to carefully review the features and capabilities of the system to ensure it meets their specific needs.

Incentivized

Provana is very well suited for our well-being and needs in that all of our company policies can be searched, found, and updated within minutes. It makes it easy to find what you are looking for and navigate the ever-changing landscape of SOPs. I’ve never seen anything that is easier to use and upload your files into.

Incentivized

• The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
• Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
• The visibility of being able to manage my team and all media channels in one panel is awesome.

Incentivized

• Organization
• Cleanliness
• Policy holding
• Portability

Incentivized

• With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses.
• When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform.

Incentivized

• Sometimes slow to load
• Maybe more user guidance
• Needs more color
• Staff list

Incentivized

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

8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.

Incentivized

To be honest, I have really never used anything more than Provana. Provana has been the easiest tool that I have ever used. I really enjoy using it and all of my other coworkers and employees understand and know that updating recertifying or changing the policy is as easy as locking onto the website and clicking a few buttons.

Incentivized

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

• Time
• Money
• Readiness
• Expertise

Incentivized