8x8 Contact Center

Score8.8 out of 10

413 Reviews and Ratings

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8x8 Contact Center

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What is 8x8 Contact Center?

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.

Categories & Use Cases

Media

Screenshot of inbound SMS with contact center agent response in 8x8 Agent Workspace. Agents are able to see incoming interactions and respond with consistently across channels like voice, SMS, RCS, webchat, email, Facebook Messenger, WhatsApp, one-way video, Viber, and social media channels via our Meltwater integration.

Screenshot of real-time suggestions via 8x8 Smart Assist and full customer history and overall sentiment in 8x8 Agent Workspace.

Screenshot of the completely customizable 8x8 Supervisor Workspace for real-time and historical reporting plus features to make quick changes on the fly. Available on desktop and mobile.

Screenshot of 8x8 Analytics for Contact Center, which provides out-of-the-box reports, dashboards, and visualizations like the Interaction Journey visual that shows the complete customer journey across channels.

Screenshot of 8x8 Quality Management, used to drill into specific interactions, playback, and leave comments with timestamps.

Screenshot of 8x8 Voice/Text/Sentiment Analytics, used to create Topics to track common phrases and keywords within customer interactions happening in the contact center.

Screenshot of Meltwater Social Listening for 8x8 Contact Center, which enables customers to filter by keyword or sentiment, route, and reply directly within 8x8 Agent Workspace to social media DMs or comments across X, YouTube, Instagram, and LinkedIn.

Screenshot of 8x8 Intelligent Customer Assistant for Voice and Digital, an AI-powered virtual agent that provides a logical response to concerns using ICA Knowledge AI to transform static knowledge sources into dynamic conversation.

Screenshot of 8x8 Auto Dialer, which helps CX teams run smarter outbound campaigns by automating call optimization with predictive, progressive, or preview dialing modes to boost agent efficiency and connect rates. It integrates with CRMs like Salesforce, filters out voicemails with patented Answering Machine Detection, ensures compliance with tools like Carrier Call Blocking and TPS/CTPS filters, and delivers calls directly in the 8x8 Agent Workspace for streamlined workflows.

Screenshot of some of customers' multiple options to make a payment with 8x8 Secure Pay, without their sensitive credit card data from entering the contact center.

Screenshot of 8x8 Conversation Intelligence, which uses AI to capture, transcribe, and analyze every customer interaction, automatically generating summaries, QA scores, and predictive sentiment insights. It empowers leaders with real-time coaching, customizable insights, and dashboards to improve performance, compliance, and customer satisfaction.

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Screenshot of inbound SMS with contact center agent response in 8x8 Agent Workspace. Agents are able to see incoming interactions and respond with consistently across channels like voice, SMS, RCS, webchat, email, Facebook Messenger, WhatsApp, one-way video, Viber, and social media channels via our Meltwater integration.

Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.8
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9

Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.7
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.2
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.6

Most Frequent Users

Top 3 industries using 8x8 Contact Center.

Based on HG Insights installation data

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#1 most frequent

Information

20.8%

27 installations of 130

#2 most frequent

Professional, Scientific, and Technical Services

12.3%

16 installations of 130

#3 most frequent

Health Care and Social Assistance

10.8%

14 installations of 130

Pros

Intuitive interface for daily call center operations and agent adaptation
Streamlines communication and integrates with existing CRM systems
Scalable and quickly deployable, supporting remote work environments

Cons

Customer support responsiveness, particularly for administrative assistance and premium client access
Limitations in customization for personalized dashboards and campaign settings
Integration challenges with certain third-party applications, including specific CRM systems and Google Workspace

John Berg

Director of Marketing in Marketing at Dynamic Tool (51-200 employees)

Use Cases and Deployment Scope

8x8 Contact Center has proven to be a very good fit for our organization. It integrates well with Outlook which easily and efficiently enables previewing (audio and transcript), call-forwarding, and replying. The interface is nicely organized and makes management of calls and messaging very straight-forward. If there is a missed call, users quickly receive email notification with available information - time / caller ID / caller number. If the caller left a message, it is transcribed within the email notification and accompanied by a standard .wav audio file

8x8 provides many customizable features for notifications, calendar, and contacts access. I also appreciate the ability to archive messages outside of the application as a .wav file. We carefully track and document all communications during a project's development-through-launch phases.

Pros

Thorough information set with email notification of a missed call / message
Integrates well with MS Outlook
Easy to use and manage calls

Cons

I am hard-pressed to find any fault with the 8x8 program

Return on Investment

Our use of 8x8, to this point, is exclusively for incoming call servicing, forwarding and sharing, and (when needed) archiving.

Usability

Other Software Used

Adobe Creative Cloud for Enterprise, Microsoft 365, JobBOSS

Albert Steward

CEO in Sales at DeLisle Company (1-10 employees)

Use Cases and Deployment Scope

Contact Center is the key to the companies communications. Our biggest problem was being able to get everyone together at the same time.\n Now that we have the Contact Center up and running, we can have meetings at anytime with our agents, no matter where they are.

Pros

Maintains continual contact with our agents.Any time of the day , any place that they may be
Whether it's email facts or any other type of communication , the system handles it all
Agents do not have to be tech-savvy, in order to be effectively using the Contact Center

Cons

Seems to be a limit as to the size of a message that can be sent
A smoother connection between voicemail and email and laptop

Return on Investment

Every company introduced to the Contact Center has reached their ROI within 2 years

Usability

Alternatives Considered

Cloudspeak VoIP and Wix

Other Software Used

Google Voice, WhatsApp Business, Microsoft Teams

Elliot Gillies

CEO in Corporate at Trailblaze Communications (1-10 employees)

Use Cases and Deployment Scope

We have two offices locations so 8X8 allows us to appear (and be) seamless to our clients and callers. With 8x8 being VOIP, it offers us a lot of options and choices to communicate including allowing calls to be automatically forwarded to our cell phones for when we are in the field.

Pros

Seamless coverage
Pretty easy set up
provides desk phones

Cons

The menu of functions can be a bit confusing - reduce the hierarchy to basic items and advanced items?
Offer to update phone consoles as new ones come in as ours are pretty old at this point

Return on Investment

It offers consistent billing levels so it is certainly helpful for budget planning
It has made it far easier for the two offices to communicate with each other

Usability

Other Software Used

Gusto, Microsoft Teams

Robert Roseman View profile

Owner in Legal at Robert D. Roseman, P.C. (1-10 employees)

Use Cases and Deployment Scope

8x8 take care of my entire communication needs for my professional service law firm. It started as a VOIP service, fulfilling a full range of telephone and facsimile needs. Today it also handles SMS service, call recording and it is equally accessable on my smartphone, PC and on a desk top phone

Pros

Answerable in multiple devices and on my smartphone locally and internationally.
I can be sending multiple faxes from my PC at any time if the day. Incoming faxes are received as an email attachment
Voicemails come in as email messages

Cons

To send a fax to a new person you need to create the contact first. For me it would be more efficient to fill in the name and number on the fax page and then be prompted to create the contact.

Return on Investment

The features consistently function without interruption
The cost has been consistent during my 15 years plus of usage, increasing bynabout 10% cumelulatively

Usability

Other Software Used

Clio

Crystal Bushman

Operations Support Coordinator/Patient Connection Center Manager in Professional Services at Charleston ENT & Allergy (201-500 employees)

Use Cases and Deployment Scope

We previously used ShoreTel/MiTel and had no particular issues with the contact center functionality, but we consistently needed to make changes on the fly, and their platform did not give administrators the ability to do so. We had to place a case every time. With 8x8, I can make changes whenever I need to, which has been a complete game-changer for our practice.

Pros

Admin console.
Retrieval of call recordings for review.
Analytics

Cons

Call tracing to see the lifecycle of a call.
Better support for account administration/contract renewal.

Return on Investment

8x8 has enabled our practice to easily integrate newly acquired medical practices and maintain seamless communication.
8x8 has provided us with clear analytics to track volumes and call handling among our individual departments.
We have implemented a quarterly bonus structure for our agents based primarily on 8x8's reporting features that help improve call handling.

Usability

Alternatives Considered

RingCentral Contact Center and MiCloud Connect

Other Software Used

Rhinogram, Concord Technologies

NiCE CXone

Five9

Genesys Cloud CX

RingCentral Contact Center

Zoom Contact Center

8x8 Contact Center

What is 8x8 Contact Center?

Categories & Use Cases

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