8x8 Contact Center vs Zendesk Talk

• Cleaner workspace with organization and efficiency at the forefront of our associates day.
• Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
• Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

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• Call recording is a nice feature! It is great for training purposes and for quality assurance.
• The metrics you get from Explore are a great insight into how the team is handling the call volumes.
• Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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• The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
• Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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• Call transfer should be much easier
• A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
• Text to speech would be awesome

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• Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.

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• A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
• Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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