Likelihood to Recommend 8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review If you are looking for a tool for Teams to use where they can keep everything together, then this will work really well. A complete package than tools such as WhatsApp or
Skype for Business when it comes to documenting handling and more polished than the likes of
Slack or
HipChat for the team working and communication element.
Read full review Pros 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. Read full review The mobile use of the platform is very powerful. To be able to answer a video call on your phone and them simply swipe when you get to your desktop to have a seamless transfer is impressive. The simple interface makes it easy for new users. There is nothing to make them feel overwhelmed. Keeping all the information in the threads of conversations makes it easy to find. There is also a search tool, so as long as you know what you need, you can look accross all your conversation to find the information you are looking for. Read full review Cons 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. Read full review We would like to see the ability to break out to Group video conferencing systems. We understand that this is on its way in a software update in the near future. Read full review Likelihood to Renew 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
Read full review Usability 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!!
Read full review Reliability and Availability The only issue I have ran across was on getting the updated new version
Read full review Performance Yes everything loads quickly and its ready for use
Read full review Support Rating 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.
Read full review In-Person Training 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.
Read full review Online Training 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
Read full review Implementation Rating It was extremely easy
Read full review Alternatives Considered Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Read full review Each of the tools above does something well. We have found that the Unify solution simply does a better job of combining all the features of the other services. \easy to start using, while remaining a powerful tool is a tricky task to pull off, but Unify have done this and they have done it well.
Read full review Contract Terms and Pricing Model It is pretty much "Par for the course" with the options out there with other vendors.
Read full review Scalability It was implemented across the board in the company and has worked perfectly
Read full review Return on Investment 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. Read full review A shortening of timescales as information is not stuck on an internal server somewhere - we can include it as part of the thread. This also applies to updates and revisions. You automatically know which the latest revision is, as it is the most recent in the timeline. The relative cost of implementation is low and there is a wide range of solutions for phones and clients, from software based solutions running on desktop and smartphone or quality hardware to make your desk phone a powerful tool in itself. Read full review ScreenShots Unify Office by RingCentral, from Atos Screenshots