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January 21, 2021
We use 8x8 [Contact Center] cloud phone systems for our employees to manage their phone calls and messages from customers. Having a modern unified communication system increase our efficiency exponentially. Giving our clients the ability to text our direct office numbers is a huge benefit. Also the mobile and desktop app ensures that we never miss calls.
- Easy to setup
- Easy to manage
- Fun to use
- Be able to to have multiple devices for one extension. For when you need two desk phones
November 12, 2020
We utilize 8x8 Contact Center for our phone system, and especially for the call center functionality.
- Very responsive to our needs
- Charlie Knutson does an outstanding job with our company
- Utilization for call monitory and tracking
- Dashboards that can be customized based on our business needs
- The support line takes days to get an answer or assistance
- When we call in to support it is very difficult to get through and again takes days to get back about the issue
October 29, 2020
I use 8X8 VOIP for my company and all my employees. 8x8 Contact Center helps us all but mostly me when there is an issue. They are fast and professional and resolve the issues usually within the first call. I don't know many companies who can do that. Speed in my business is essential, and they get it done fast. Lastly, downtime is a real issue in Insurance, and over the many years we have never been down but once for 4 hours due to some programming issues but that was resolved the same day also.
- Professional
- Easy to work with and understand
- Very knowledgeable about their systems
- Extremely fast
- Mobile apps are a little dated but a new app is in the works.
- Some of the online learning could be a little clearer for non-users.
October 29, 2020
8x8 Contact Center is the main VOIP for my business.
- Able to easily manage and open support tickets online
- Communication is generally timely.
- Personnel are responsive to the problems.
- 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.
January 13, 2021
Blanchard & Thomas has been using 8x8 Contact Center for our VOIP needs for more than three years. We use these phones for calling and consulting with our clients and intercom paging other employees within our company. The phones may not necessarily address a problem so much as it is an easy business solution for having phones for our employees versus using landlines, which can be more costly monthly.
- Providing solutions to our technical issues such as when the phone has garbled audio or if the calls aren't coming through
- Reviewing and answering questions with regard to our billing and invoicing
- Assisting with adding new devices and phone lines to our current plan
- Ideally, better quality calls for customer service would be great; I have previously had a difficult time hearing the representative who is helping me
- I would love to see an easier user platform; the current setup can be a little confusing
- The password function on the phones has been complicated to navigate and the contact center often can't be of help with these issues
November 04, 2020
Rush Order is currently using 8x8 Contact Center throughout our company. We have our client's numbers ported over to us as well as our main telephone company telephone line. By using 8x8, this has eliminated all problems we were experiencing with our previous phone solution.
- Smooth transition through the phone tree
- Great quality of calls with little to no interruptions/dropped calls
- Great support when needed
- Scripts can be a little more user friendly
- When updates happen and functions change more alerts to those specific changes
- Providing additional storage for recorded calls at a more reasonable price
October 15, 2020
We use 8x8 Contact Center within our entire company to make changes and resolve issues with our phone system configuration as well as billing. Additionally, users, extensions, call groups, and essentially all organization can take place within the Contact Center.
- Easy to contact
- Easy to navigate
- Can get to a live rep easily
- The menu system is not straightforward in spots.
- Sometimes, it's difficult to make extension/phone number changes.
- Design settings can be challenging for novice users.
I love using 8x8 Contact Center. It is compatible with Salesforce and has faxing and text features. It also has video conferencing that works great. I have been with 8x8 since 2005 and have tried other services. The only negative is that lately the service has been delayed and sometimes it is hard to understand the agents on the phone. I have also added another phone in another state, which is working great.
- VOIP
- Video Conference
- Fax
- Agent language barrier
- response time
- better communication with account manager
October 02, 2020
Our office relies on 8x8 Contact Center to keep us connected with our clients & candidates. The Customer Support Team has always been knowledgeable, patient, and professional. 8x8 Contact Center is our source of communication within the office as well as when we have to work remotely. Being able to interview virtually has been a necessity and with the 8x8 mobile app, everything is right at our fingertips.
- They are always professional.
- They make sure the issues are resolved by following up.
- Very knowledgeable
- The dashboard to me could be more user friendly
- Calls connection on the mobile app could be more secure and audible
January 19, 2021
I use the 8X8 Contact Center any time I need to make a change to one of the user's accounts to update their current information. They are always more than happy to help and I can give them access to my computer so they can show me where to go and what to do in case I need to change things in the future.
- Change user information
- Add or delete users
- Problem solving
- Can take a long time
- Sometimes hard to understand
Our company started using 8x8's Contact Center about 1 month ago, and so far the transition has been smooth. Currently, only our Support department uses the full Contact Center solution, while the remainder of the office is using the 8x8 Work (formerly Virtual Office) application. The main reason we went with 8x8 for our Customer Support department was so that we could integrate directly with a post-call voice survey IVR solution, without paying ridiculous setup or monthly user fees. The system was easy to set up and the transition from the old system to 8x8 couldn't have been smoother.
- Post-call voice surveys are a huge benefit. Built right into the Support call process, when the Support rep hangs up their side of the call the customer is taken automatically to a phone survey.
- The ability to integrate the phone call activities directly into our Dynamics 365 environment is excellent. At the end of a call, the system generates a popup screen that automatically fills in the caller, the Support rep, and the time spent. That makes it easier for the Support reps to track these interactions.
- The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
August 18, 2020
I have been in charge of our 8x8 account here at Wearparts since I started working here 4 years ago. We have two offices and many of our salesmen are offsite. We all use the 8x8 app and have Polycom phones at each of our desks. 8x8 is used across the whole organization. We have never had an issue with 8x8. In fact, the Virtual Office Account Manger area on the 8x8 site is very easy to navigate and if we do have any issues, we can usually figure them out on there.
- The contact center is very easy to navigate. If I have any issues, I can usually sort them out there.
- If we are unable to figure out an issue, we can call the Contact Center and they can help us fast and efficiently.
- We have yet to come across any areas where 8x8 Contact Center has room to improve. The very few issues we have ever come across have been handled.
August 13, 2020
8x8 Contact Center is being used for the majority of our employees in our organization. We use it for routing calls from our main phone line to several different departments to assist our customers quickly and easily. All of our employees use an 8x8 softphone that allows them to answer calls from their computer with just a stable internet connection and a headset. The call queues allow us to filter customers to specific departments quickly and from there we are also able to transfer calls to other departments or escalate the call if a supervisor is required. We are also able to utilize the recording/playback features of the VCC to keep a log of all calls made into our center if there are ever any issues with accounts.
- The queues help filter calls to the correct departments.
- Needing only an internet connection has allowed us to transition many of our workers to being remote.
- The statuses and reporting through the analytics can be helpful for analyzing worker efficiency.
- Support is slow to get back to you regarding issues.
- A few key functions are more complicated than they need to be. Simple clicks to accomplish simple goals.
- There can be times where the Contact Center has trouble establishing a connection.
August 13, 2020
The 8x8 Contact Center has been used by all staff members of my team. I found this product very helpful and resourceful. During the COVID-19 pandemic, it is crucial that our company establish good communication between our customers and employees, and 8x8 has certainly provided us with the mobility, practicality, and reliable service that we need to maintain our fast pace day operations effectively.
I also have to mention that the 8x8 customer service and technical support has been very helpful to our company during these past few years.
I also have to mention that the 8x8 customer service and technical support has been very helpful to our company during these past few years.
- The ability to log in to your account where ever you are is very resourceful.
- The desktop application is also very good.
- Sending faxes through the desktop application is very easy.
- Texting clients using the virtual office is very helpful.
- The Account Manager page can be confusing.
- It would be nice to have tutorial videos guiding us through the steps of setting up sub-menus, auto attendant etc.
December 01, 2020
8X8 Contact Center is perfect for our company. We are able to use it for the entire copy, and being that everyone is working from home, it's so convenient. We are able to use the service via the desktop so no one is missing any calls or faxes. The customer service is always very helpful and knowledgeable of the service they provide. I would completely recommend 8X8 Contact Center to any company going into business, as they are very helpful with any transitions. We had a move recently and 8X8 Contact Center was very helpful and easy to deal with when making this move.
- Knowledgeable
- Friendly
- Professional
- Easy
December 01, 2020
Due to COVID19, our organization's employees are working remotely. 8x8 is allowing us to continue to take calls and serve clients during this pandemic. The 8x8 Contact Center has been extremely helpful in resolving issues as they arise.
- The chat response is helpful.
- The response time is great.
- The patience and knowledge of the help desk for 8x8 is refreshing.
- More options for the chat bot.
October 06, 2020
I own an IT Consulting Firm and we recommend 8x8 for all of our clients telecommunication needs. The service provided by 8x8 is amazing and second to none.
- Phone Calls
- Phone Call Routing
- Auto Attendant Feature is amazing.
- Not having the ability to manually press certain keys to forward the phones to the after hours phone number/voicemail. The service must be setup from within the portal but one of my clients closes at different times every day so the automatic feature does not work because members of the organization could be working late.
We call support on the rare occasion of system issues. We've had a phone stop working and we've had a user's profile deleted. Twice in three years is far fewer issues than we've experienced with other telecom companies. Unlike our previous vendor, 8x8 logged in, performed detailed troubleshooting, and corrected our settings. The end result was a resolution on ONE call, not multiple calls.
- Take ownership of our issue
- Find a solution, no matter how long it takes
- Escalate "unsolvable" problems to in-house experts to solve the problem
- Restating and clarifying is Customer Service 101, but the call center takes it to the extreme.
- Call center agent gave the perception she was preoccupied with other matters when I called--distracted.
- Upon transferring my call to a senior tech, the agent kept coming back on the line to let me know she was still looking for the senior tech. Rather than putting me into a queue, she came back on the line too frequently. She needs to find a balance between too little and too much.
December 19, 2020
8x8 [Contact Center] is being used across our entire organization. We have staff in Arizona, Illinois, and New York; all of whom work remotely or have the ability to work remotely. We hold weekly meetings with our staff on Mondays. On behalf of our clients, we hold meetings and interviews between them and potential employees.
- Connecting our employees
- Flexible use for our staff (mobile, laptop, desktop, landline)
- Ease of use
- Be able to create meetings and edit meetings from within the apps
- Be able to join meetings from desktop app or mobile apps
- Improve 1st tier support and support messaging - every message says "We haven't been able to reach you - if there is a better number" - surely there is a better way to say we missed you but we will try again, please let us know if there is a better time. Claiming we haven't been able to reach you sounds extremely final. If there is a better number - How many times do you need to ask that? Obviously the number you have is good we just missed each other since you don't make appointments for call backs you just call. Which is fine, but perhaps there is a smarter way to do that.
November 09, 2020
I have personally used 8x8 Contact Center many times over the last five years to retrieve billing information, such as receipts and invoices as well as to adjust my administrative settings for myself and my team. 8x8 Contact Center assists us in managing our invoicing and billing needs automatically through the website but their call center and chat features are always ready to assist us with items that can't be automated.
- Knowledgable
- Courteous
- Helpful
- Too automated
- Difficult to find support numbers when you want to talk to someone who isn't automated
- Website is not intuitive
October 30, 2020
8x8 Contact Center is used for every employee, from clinic use to corporate to WFH employees. We use a lot of ring groups, so if a patient calls the clinic ring group and they don't answer, the call goes to another ring group, so the patient can speak to someone.
- Good audio
- Easy to set up
- Easy to forward to a cell phone #
- Ring groups are a great tool.
- Sometimes they are impatient.
- Agents have strong accents.
- The transition from our previous virtual office to the X series was NOT handled well. We were not given proper warning or training regarding the transition.
- One customer service rep put me on hold for one hour.
We use 8x8 for making appointments for the 8 clinics we have in 5 states. We do not really address a lot of problems, although we do and would take calls for any complaints regarding the company. We are a part of the company that is a group of team members that are trained in the specifics for making the kind of appointments for the services our clinics offer.
- I can see what clinic the incoming call is for, so I know how to answer accordingly.
- I am able to see what other representatives are available in case I need to transfer a call.
- I, and most patients, like that I can text information like their appointment times and map links to the clinic.
- Sometimes call transfers don't work. It's almost a hit or miss with a lot of them.
- There needs to be a way to log out if it gets stuck and won't end a call.
- I wish sometimes I could go back to the last call to see the phone number in case I didn't enter it correctly.
Currently we use it for multiple departments (Sales, Customer Service, and Quality Control). We use it to receive calls regarding customer inquiries on insurance for Auto, Business, and home. Since we are a call center we need to use a telephony system that allows us to take and place calls as well as monitor and track call data. 8x8 addresses all of these issues with us. Allows me to track all my call center data with multiple reporting options and functions.
- Reporting.
- Call monitoring.
- Customer support.
- User friendly.
- Easy to set up.
- Implementation of WFM system.
- More customizable reporting.
- Standalone systems.
August 26, 2020
Our company uses 8x8, not only for our call center, but in every department for everyday use. For the call center, we have Queues and Ring groups set up to route incoming customer calls to the designated representatives. We utilize VO Analytics to monitor calls in the Queue, daily reporting, and to obtain call center metrics. Before switching to 8x8, the reporting tools we needed were not available. With 8x8, I can easily pull the data needed to ensure our call center is running smoothly.
- VO Analytics are easy to use and customize for our needs.
- Call routing between Queues and Ring Groups.
- Online customer support and case management.
- The reporting for the Queue calls and Call Log for a specific person are separate. It would be more beneficial if I was able to pull one report that had the end users information who answered, rather than having to pull the Queue Report to see this information.
- The initial number of porting was a little rough. We had numbers ported before others and some that didn't port at all. A few port requests had to be made to rectify the situation and I had to escalate the case in order to complete the port.
The Contact center at 8x8 has been a humongous help on structuring how we want our office to work. From setting up call flows, to adding and changing users they're able to help me figure out what I need to work best for my company. We use 8x8 for phone and fax service and they provide great products and service!
- They know what they're talking about!
- Update is hard to work with
8x8 Contact Center Scorecard Summary
Feature Scorecard Summary
What is 8x8 Contact Center?
8x8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8x8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key features include:
•Integrated voice, web chat, email and social
•One-click subject matter expert access
•Interoperable team messaging
•Skills based routing
•Built-in CRM integration and APIs
•Customer engagement analytics
•Post-call surveys
•Co-browsing
•Graphical call flow design
•Queued and Web Callback
•Fully context aware of customer journey
•Supervisor feedback in real time
•Advanced speech and interaction analytics
•Predictive outbound campaigns
•Quality, collaborative performance management
•Unlimited calling within 46 countries
Categories: Call Center Workforce Optimization, Contact Center
8x8 Contact Center Downloadables
8x8 Contact Center Integrations
Salesforce Service Cloud, The Okta Identity Cloud, Zendesk, NetSuite ERP, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
8x8 Contact Center Competitors
Five9, NICE inContact CXone, Genesys Cloud (formerly PureCloud)
8x8 Contact Center Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Social Media | ||
| Video Tutorials / Webinar | ||
| Live Chat | ||
| Forum/Community | ||
| FAQ/Knowledgebase |
8x8 Contact Center Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | No |