8x8 Contact Center

Score8.9 out of 10

388 Reviews and Ratings

Learn More

8x8 Contact Center

Learn More

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.

1 / 11

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
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7

Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3
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: 8.3
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

View all Reviews

#1 most frequent

Information

16.4%

22 installations of 134

#2 most frequent

Professional, Scientific, and Technical Services

13.4%

18 installations of 134

#3 most frequent

Health Care and Social Assistance

9.7%

13 installations of 134

Pros

Intuitive interface for administrators to manage call flows and settings.
Robust reporting and analytical features for service improvement and call analysis.
Valuable call recording functionality for review and retrieval of conversations.

Cons

Inconsistent and sometimes slow customer support resolution.
Limited customization options for dashboards and messaging features.
Integration challenges with third-party applications, particularly CRM and Google Workspace.

Crystal Bushman

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

Mike Kumar

Network security engineer in Information Technology at American logistics Group LLC (201-500 employees employees)

Use Cases and Deployment Scope

8x8 Contact Center is a very nice and value-for-money solution. Do not buy any other software blindly because we have to regret for wrong selection. Before using 8x8 Contact Center we use another software that was costly and limited features that bond our business needs. 8x8 Contact Center has employees friendly interface and have all features that a growing business needs.

Pros

It has all features that a growing businesses need
It has wonderful customer support representative that are polite and have good knowledge to resolve issues immediately
Voice quality is awesome

Cons

Premium customer support should be implement
There is no TAT for long running issues

Return on Investment

We are very happy to use it because it's feature resolved our many problems
It's helpful
Value for money solution , never disappoint

Usability

Alternatives Considered

RingCentral Contact Center

Other Software Used

Descartes MacroPoint, DAT One, Truckstop Load Board

Keith McGoverne

UC&C Tech Lead in Engineering at Digital Space (201-500 employees employees)

Use Cases and Deployment Scope

Our Business Development Managers use 8x8 Contact Centre for generating new leads

Pros

Single window
Connects with back office
Integrations

Cons

Even though the solution integrates with 8x8 Work. It would be far better if the solution was a single offering even though it allows access to the back office

Return on Investment

SalesForce integrations improves call handling

Usability

Alternatives Considered

Mitel CX

Other Software Used

Mitel CX, Mitel Workflow Studio, Mitel MiCollab

Verified User

Professional in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

We use this product exclusively for phone tasks and call routing, and overall, the service is wonderful. The Google Analytics integration is seamless, and configuring queues and channels is straightforward and easy to manage. I’m rating it an 8/10 because it lacks a few modern Virtual Contact Center (VCC) features. For instance, it’s missing time-zone campaign controls to ensure we're reaching customers at appropriate local hours. It also lacks automated Answering Machine Detection (AMD) with auto-voicemail drop. Having those features would be a massive time-saver for support teams operating with a skeleton crew.

Pros

Easy configuration.
Contact Center Analytics Reporting and Real-Time Dashboards.
Inbound scripting is much more straight forward than some other solutions.

Cons

Campaigns is a big one. That has been our main pain point with the 8x8 VCC.
AMD+Auto Voicemail is a feature not available today.
Customizations like changing a campaign's caller ID based on a CRM field do not allow teams to create more efficient flows.
Time zone dialing is limited to the phone area code, not the physical location (address), which is undesirable.

Return on Investment

Cost effective for feature availability.

Usability

Verified User

Manager in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

We are using 8x8 as a telephony solution. Its used for main contact centre, IT helpdesk and many other areas of the organisation. We have around 5500 users and we have a plan to integrate 8x8 solution with out ITSM / ESM ticketing platform for better end user experience. It was an improvement from our previous Avaya set up.

Pros

Its a reliable system
has both app and online version
easy to navigate GUI

Cons

Agents sometimes get stuck in Wrap-Up
Sometimes there are issues with SSO
App can freeze in Win11

Return on Investment

It helped us move all the systems into one umbrella
The application is more stable than our previous system
We had to change contract quite a few times as many things we found interesting brought extra costs

Usability

Alternatives Considered

Avaya Contact Center and Microsoft Teams

NiCE CXone

Five9

Genesys Cloud CX

RingCentral Contact Center

Zoom Contact Center

8x8 Contact Center

What is 8x8 Contact Center?

Categories & Use Cases

Media