8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.
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Dialpad Support
Score9 out of 10
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Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
We had many technical issues and functions not working correctly and very poor support to help fix these issues. 8x8 Contact Center is much more advanced.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose 8x8 Contact Center
8x8 checked all the boxes for us. Omnichannel, good customer service, professional on-boarding, superior product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Sr. Technical Support Engineer in Customer Service at Accela (Computer Software, 201-500 employees)
Chose Dialpad Support
8x8 was one of the first systems that I used with virtual hosting. The downside of this, you still had to have a physical phone and still have to have a VPN to the office, as they had to have a relay to our location to connect to their servers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We spend a lot of time calling insurance companies to check claim status, verify benefits, or fix denials. 8x8 is great for handling high call volume days when our team is making and receiving a ton of those calls. The call routing makes sure insurance calls go to our billing reps and patient calls go to the right team, so things don’t get mixed up. If we’re doing a compliance review or responding to an insurance dispute and need a specific recorded call from months ago, it can take some digging to find it unless we have exact details. It’s not impossible, just not super quick
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have a mix of Dialpad Support and regular Departments in Dialpad Support - we mostly use Dialpad Support for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Dialpad Support doesn't make sense to use to we have them setup as Departments instead.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
8x8 contact center is meeting our needs as a call center communication solution. We use 8x8 across the entire organization and have been able to work with our account management team to ensure our configuration and integrations meet our business, legal & compliance needs across the organization. The greatest benefit has been the 8x8 account management team who consistently works with us to ensure our needs are being met.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I have never had any issues with getting a problem resolved. The dialpad support team is responsive and extremely helpful. As busy as our business is getting, having the AI transcripts and call recordings aid us in being more task productive when helping patients. Other than the patient aspect of it, having no hardware maintenance is amazing
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Overall, the 8x8 contact center's functionality is great! As the administrator for our practice, I find the platform extremely easy to navigate and customize for our business needs, which are constantly changing and evolving. I find the analytics very easy to use overall. It is fairly quick and easy to find call recordings when needed, and the reporting can transition between a 30,000-foot view and an extremely granular view.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I always get great customer service when I need help. Even if i just decide to chat online instead of calling in. The reps are always so nice and the customer service is always amazing. I have never had any complaints. Usually my issues are pretty simple and they never make it harder than it needs to be
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support is subpar, any time there was an issue they would ignore the preferred means of communication & would not respond to the ticket aside from that they called instead of emailed. They also are not based out of the US so hours are vastly different than typical working hours. They were able to help in some cases but a lot of them were "that's how it is" responses & just overall not a great experience
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
The training was easy but would probably be much easier in person. Easier to ask questions and show someone your computer when you are in person. Easier to differentiate between network issues and 8x8 issues. Online works too but for how technical 8x8 can be, I would recommend you try and do in person if possible. Would make it much easier to get help when needed. This is a personal preference and not something that is required by any means. The online training is still great and still did the trick. The good thing is that help is always available months or years after if there is something new you want to do
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Fuze is somewhat dated and clunky when it comes to configuring settings. 8x8 Contact Center design and settings is more clean and easier to amend. Fuze includes an all in one softphone system, which is an additional component for 8x8. RingCentral seems somewhat pricier when comparing the different offerings, although they may have more features.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We looked at Aria, but we already had Dialpad Support and decided just to move forward with more features. I think the familiarity with the Dialpad app and the basic features made the addition of new features a much more seamless process rather than attempting to try dual software.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The callback feature has saved clients a lot of hold time
The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
