8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.
We also use 8x8 for Work on a sister company. I couldn't find it in that list of products, but they use it, and as far as I know it helped the company to grow as well, just like it helped ours. The ability to "queues" was something we considered when we moved to 8x8, about 4 …
Post going through all demo sessions and comprehensive side-by-side analysis, we came to the conclusion that we should go for 8x8 Contact Center over competitors. Below are the points that helped us to take the decision. User-friendly: It has all the features that a typical …
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.
I like 8x8's training platform. It was relatively easy to get caught up and start working within the system. I have less freedom in 8x8 than I did with Kandy, which can be good and bad. Kandy is more feature rich when it comes to physical phones, but 8x8 has a better soft …
I have not used any other software like 8x8. Although I have not used any other software like 8x8 I would still highly recommend this software to any business. I have had a great experience with 8x8 and this would be my first choice for this type of software. This software is …
I WILL FOREVER SELECT 8x8 CONTACT CENTER IN ALL MY JOBS, THIS TOOL IS RELIABLE TO MAKE PROPER INBOUND OR OUTBOUND CALLS AROUND THE FRED LOYA DEPARTMENTS. I LIKE THIS CALLING TOOL BECAUSE WE CAN ALSO SEND MESSAGES AROUND ALL DEPARTMENTS, RE-LISTEN TO CALLS WE PREVIOUSLY DID, AND …
I've used Cisco in the past and it was a terrible experience in my opinion. The overlay is so disorganized, constant connection issues, & overall is not that user-friendly. 8x8 Contact Center is the polar opposite and gets the job done.
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.
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.
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.
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!!
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.
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
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.
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.