Informative - 8x8 Awesome Overall.
As a large company, you have unique needs when it comes to communication and collaboration. After using 8x8 for a period of time, I can …
8x8 Contact Center
Top Rated
8x8 Contact Center
Overview
What is 8x8 Contact Center?
8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when...
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Awards
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Best of
2023
Best of
2023
Best of
2023
Popular Features
View all 21 features- Warm transfer (98)8.484%
- Agent dashboard (97)8.282%
- Call forwarding (104)7.979%
- Call tracking (95)7.171%
Reviewer Pros & Cons
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Pricing
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What is 8x8 Contact Center?
8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when 8x8 acquired Contactual in…
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/contact…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
What is Amazon Connect?
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…
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What is Five9?
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
Product Demos
8x8 ContactNow - Contact Center for Teams
01:06
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
8x8 Contact Center Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Natural language processing for IVR
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Customer surveys
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: AI assistance for live agents
8x8 Contact Center Video
8x8 ContactNow is the contact center for everyone. Quickly and affordably deploy your contact center online. It's easy and intuitive to setup, use, and administer! For more information visit https://www.8x8.com/call-center-software/contactnow
8x8 Contact Center Integrations
- Salesforce Service Cloud
- The Okta Identity Cloud
- Zendesk Support Suite
- NetSuite ERP
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
8x8 Contact Center Competitors
- Five9
- NICE CXone
- Genesys Cloud (formerly PureCloud)
8x8 Contact Center Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
8x8 Contact Center Downloadables
Frequently Asked Questions
8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities.
The software is based at least partially on technology gained when 8x8 acquired Contactual in 2011; the Contactual OnDemand Contact Center was the earlier name of the platform.
Five9 and NICE CXone are common alternatives for 8x8 Contact Center.
Reviewers rate Omnichannel inbound routing highest, with a score of 9.1.
The most common users of 8x8 Contact Center are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
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December 24, 2022
Informative - 8x8 Awesome Overall.
As a large company, you have unique needs when it comes to communication and collaboration. After using 8x8 for a period of time, I can confidently say that it is a reliable and feature-rich solution that is well-suited for large organizations. The setup process was straightforward, and the interface was easy to use, even for those who may not be tech-savvy. The wide range of features, such as virtual meetings, call forwarding, and voicemail transcription, have helped us streamline our communication and increase productivity. One of the things I appreciate most about 8x8 is the high call quality and reliability. We have not experienced any dropped calls or other technical issues, which is essential for a company of our size. The customer support team has also been very helpful whenever we've had questions or needed assistance. Overall, I would highly recommend 8x8 to any large organization looking for a comprehensive and reliable communication solution.
- Call Quality
- Texting feature
- Virtual meetings
- Voice to text VM
- wait time - when calling Customer Service.
- Mobile app functionality - ability to start virtual meetings from app.
- Integration with other tools/CRM software.
December 21, 2022
8x8 saves the day
We use 8x8 for inbound and outbound calls for Sales and Support, and we use 8x8 to monitor performance and establish analytics with all the tools provided. 8x8 allows managers to view callbacks from callers for training purposes and to better understand what our day-to-day callers are like. We also use 8x8 to properly transfer customers to another agent and it works perfectly. Lastly, we use the desktop app. The desktop app lets us use our personal numbers to reach out to customers and also lets us use video conferencing. This is a huge plus for us as we are able to share our screen and have meetings with multiple guests at once. Lastly we are able to see one another status in the queue, this helps us organize meetings and allows us to go on lunch fluidly.
- View Employee Statuses
- Record Playbacks with correct call back information
- Provide great analytics for employee performance
- UI could be more fluid
December 18, 2022
Simply gets it done.
Used in our public-facing helpline and customer service/donation processing centers. VCC helped us seamlessly pivot to a hybrid environment for all of our call agents without missing a beat. Thanks to the ease of management, we can have 200+ agents working anywhere and anytime.
- It's simple to create and manage user profiles.
- Metrics are presented in clear and straightforward way.
- Call flows are easily created and managed.
- Customizing it to fit our environment and business needs was challenging.
- A lot of trial and error for early adopters.
December 15, 2022
Application for New Age Dynamic Contact Center
Ours was a decentralized contact center back in 2013. In mid-2013 we thought to have a centralized helpdesk to support our clients 24/7 and for that, we needed a tool to receive calls, emails, and chat. We explored a few applications available in the market at that point in time. Among those, we were locked on 8x8 Contact Center for its features such as login from anywhere, interactive dashboards, and non-dependable extracting of customized reports. It is user-friendly and does not require a lot of training for agents to use it. Also, it is very simple to manage for configuration managers. We have recommended 8x8 Contact Center to a few other accounts within the organization and quite a few accounts opted for using the same technology to run their business.
- Easy to access the application from any part of world no restriction what so ever.
- Customized reporting and interactive dashboard on the go.
- Application support is amazing as soon as you log a ticket you will see the support engineer starts working on it and issues will get resolved, and you will keep informed and loop in every communication.
- I feel 8x8 Contact Center should spend some time on softphone support. They should have their own softphone.
- Automation of reports. For example: if I need a specific report every Monday, a user should have the option to schedule a report and it should get generated at the given time.
- I feel you should focus on plug-and-play concepts and easy to configure as Amazon Connect.
December 15, 2022
Great Solution for Contact Centers!
8x8 is a great solution for businesses needing multiple lines for clients, who run call center metrics, and manage a call center. The reporting tools and set up are extremely user friendly and allow for great customization. We depend on 8x8 for managing our client lines, running weekly, monthly, and annual reports. The customer service team there is highly reachable and able to troubleshoot anything needed. We really enjoy using 8x8 for our call center and they are critical to our success and the work that we do for our clients.
- Reporting
- Real time metrics
- Managing of multiple phone lines
- None at this time
December 15, 2022
Looking to optimize your operations? Check out 8x8
Our agency uses 8x8 for our call center. The product is useful. The features like adding notifications and chat services helps our team communicate on a daily basis. The dashboards are great features so we can see the number of calls waiting in queue, statuses on our team, and our answer rates to help with productivity.
- Support Team is 24 hours
- Provides updates and notifications on new features and maintenance updates
- Adding new features
- Offers trainings
- As a contact center we have too many tabs open so if we can have the work phone and agent desktop combined so we only have to open one tab.
- We can dial 911 from the agent desktop and not only from the work phone only.
- Make it easier to see status on the directory so we don't have to click too many to see which agents are working and who are on busy. I know we can filter but make that more visible and easier to navigate
December 13, 2022
8x8 Contact Center Contact Center Killer!
I use it for all external and some internal communication both phone and text (sometimes fax). I use it to screen share especially.
- Phone
- Text
- Fax
- Call forwarding
- Voice Mail
- Cannot attach notes to the contacts.
- Cannot think of anything else.
October 17, 2022
8x8 Contact Center, Great Solutions with some 'Quirks'
Our entire organization migrated from an on premise VoIP system to 8x8 Contact Center to solve many hurdles we faced, including the recent pandemic and how that changed the needs of the organization due to working from home. This solved our need for a more modern, cloud-based solution, and provided remote administration capabilities as well as multi-platform solutions for our users.
- 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
- 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
- 8x8 comes with great onboarding support.
- 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.
September 19, 2022
Good Product, Needs Improvement
We use 8x8 Contact Center to schedule our patients. The product helps us understand what patients are calling about, by utilizing wrap codes. We are also able to evaluate the agents performance.
- Analytics
- Monitoring Agents
- IVR Scripting
- Wrap Codes need sub categories
- Ability to send transferred calls back to the sender if the transferred to party doesn't answer
- Include a Transferred To field within the interaction details of a transferred call
- Queue On/Off buttons, with the ability to set "Off" recordings
- The ability to export Users, Queues, and Skill
September 19, 2022
8x8 Contact Center Review
I use 8x8 Contact Center for Incoming Calls, Outgoing calls, and Messages.
- Updates
- Instructional Use
- Speedy Response
- More Videos
September 14, 2022
8x8 is great!
ABC Home and Commercial Services Use 8x8 Contact Center on a daily basis to interact with our customers via Phone, Email, and Chat. 8x8 helps us communicate in all these different ways on one platform
- 8x8 Contact Center is terrific at involving their current customer in new developments
- Responding to customer feedback
- Gives us the ability to communicate with our customers in a variety of different avenues
- Customer support could be quicker
- Issues with Garbled audio at times
- Requires daily cache clearing to work properly
July 01, 2022
8x8 Pros and Cons
I use 8x8 Contact Center for contacting my coworkers and helping customers with their insurance claims. I use 8x8 every day; this software has been very useful in communicating with my coworkers and I have found this to be an essential part of my job. I have had no issues with this software and I would highly recommend this software to other businesses
- Communicating with my coworkers
- Displaying important information I need
- 8x8 is very reliable
- Minor software updates that could improve the layout
June 14, 2022
Simple and Easy!
8x8 is used on a daily at our company to interact with customers as well with other departments via chat messaging and confirming who is online or available to further assist a customer
- Prefilled data
- Corrections
- being able to use 2 session at a time
- No Training
Score 9 out of 10
Vetted Review
Verified User
THIS PRODUCT IS A GREAT TOOL USED IN ALL CUSTOMER SERVICE JOBS. I LIKE HOW IT IS USED TO COMMUNICATE WITH OTHER EMPLOYEES, MANAGERS, SUPERVISORS, AND CLIENTS WE ARE ASSIGNED TO CALL. I AM SATISFIED THAT THE CALL ALWAYS ARE ON POINT AND THERE IS NO RARE PROBLEM USING IT AT FRED LOYA INSURANCE.
- CALLING CLIENTS
- GOOD WITH SENDING MESSAGES
- RECORDING CALLS IF WE MISSED ANY INFORMATION PROVIDED FROM CUSTOMERS
- GETTING CALLS FROM ALL DEPARTMENTS
- AT TRANSFERING CALLS
- TO SEND PERSONAL MESSAGES
June 14, 2022
8X8 MAKING IT EASY TO PLAY!
While working as a claims representative, I use 8x8 to place both outbound & receive inbound phone calls. From filing claims, to speaking with attorneys, 8x8 is our bridge of communication with our clients.
- User friendly
- Good analytics
- Simple overlay
- Add more custom features
- Add an additional phone line
- Add the ability to mute certain tones, such as the on-hold beep
June 13, 2022
8x8 making it easy to use
I use the 8x8 Contact Center system to handle incoming calls and outgoing calls from various types of callers ranging from regular customers to attorney's, other insurance providers, and medical professionals. Sometimes I use the system to connect callers to specific individuals as needed. The chat function is also used daily to seek and provide information regarding various claim details. In general I have not encountered many problems with the system the only issue that comes to mind is when a caller disconnects a call before I can answer it counts as a missed call in the log records which gives the impression that a choice was not made to simply not answer the call. Perhaps an update of some sort could be made to differentiate between a caller disconnecting the call before it is answered and a unanswered call all together. Other than that I have no issues with the 8x8 system.
- Good connection quality
- Easy to use chat system
- Simple to use
- Not counting disconnected calls as missed calls
- Better caller ID
June 13, 2022
8x8 Contact Center
Score 10 out of 10
Vetted Review
Verified User
WE USE 8X8 TO CONTACT CUSTOMERS AND OUR TEAM MEMBERS. MY PERSONAL PROBLEM IS THAT I HAVEN'T BEEN ABLE TO RECORD MY CALLS, AND I NEED TO SPEAK LOUDER IN ORDER FOR THE OTHER PERSON TO BE ABLE TO LISTEN.
- GOOD QUALITY CALLS
- BE ABLE TO CONTACT YOUR TEAM THROUGH THE APP
- LETS YOU MANAGE DIFRENT THINGS AT THE TIME THROUGH THE APP
- RECORDER BUTTON
June 13, 2022
USER FRIENDLY AND INFORMATIVE
Score 10 out of 10
Vetted Review
Verified User
I use 8x8 Contact Center to answer and make outbound calls to customers, as well as to interact with co-workers by chat.
- Take inbound and outbound calls
- Chat option to maintain contact when necessary with co-workers for customer concerns
- Chat option to maintain contact when necessary with co-workers for customer concerns have access to all previous call recordings, when necessary they are available immediately after call is ended
- Instances where audio is lost while on a call
- Option to be able to log off or work offline while on a call to avoid calls being rolled over
June 13, 2022
Great product!!
Score 9 out of 10
Vetted Review
Verified User
I use the 8x8 contact center to access agents and remove or add the queues, so that they may be able to step away from their desks for either lunch or use of the facilities. We are able to listen in on the agent's calls for training purposes as well. The main issue my system has is, that it constantly logs me out and all though it takes a moment to log back in, sometimes when a moment is all I have before the agent receives another call when trying to remove the queues.
- Accessing agents queues
- Navigating the system is pretty simple
- The messaging system is very helpful
- Being able to log in and listen to the agents as they speak with callers helps us to know exactly where the agents are struggling and better able to assist them and get them to better understand their procedures
- Having a few moments in between new claims calls to be able to log out, especially for agents that are leaving for lunch or at the end of their shift
June 13, 2022
PRACTICAL
Score 8 out of 10
Vetted Review
Verified User
I take customer service calls and 8x8 helps by managing the type of calls that are coming in. It helps in understanding how to manage the different calls. The system can also assist in assessing where the most traffic is, therefore, providing a good forecast of queue lines. The 8x8 chat option is also a very helpful tool for communicating.
- Distributes queue lines
- Chat option for better communication
- Provides live times of queue lines
- Update system where it does not have to reconnect often
- Provide time between calls so calls will not connect as soon as the previous one is disconnected.
- Provide a wider availablity for ringtones
June 13, 2022
8X8 PROS AND CONS
Score 10 out of 10
Vetted Review
Verified User
I use the 8x8 Contact Center to communicate with customers and my co-workers to get our customers the best customer service they can get.
- be able to interact with our customers
- be able to interact with our co workers incase of help assistance
- Good techonology to get our work done
- the quality of the phone interaction
- The quality of the service it sprovides
- In-Person Training
No
June 13, 2022
Simple and Easy!
Score 9 out of 10
Vetted Review
Verified User
I HAVE BEEN USING THIS SYSTEM FOR ABOUT TWO YEARS. I USE 8X8 CONTACT EVERY DAY TO PROVIDE ASSISTANCE TO CUSTOMERS. THIS SYSTEM HAS MADE MAKING CALLS MORE EFFICIENT. IT ALSO ALLOWS FOR FAST COMMUNICATION WITH MANAGERS OR PEERS WHEN NEEDING ASSISTANCE ON CALLS
- SYSTEM IS PRETTY EASY TO USE
- SYSTEM LOADS FAST
- RARELY CRASHES
- SYSTEM CRASHES SOMETIMES
- SOMETIMES SYSTEM DROPS CALLS WHEN TRANSFERING
- SOMETIMES SYSTEM WILL NOT ALLOW YOU TO GO BACK TO CALL WHEN PLACED ON HOLD
June 13, 2022
just a way to love an infinity program.
Score 10 out of 10
Vetted Review
Verified User
I am always using the 8x8 program since it's the program company-wide, program assists with call handling flow and permits us to go back and check for previous work. also, 8x8 works perfectly with time between calls and time enough to answer each call. 8x8 also has an exact call measurement and calls in the hold.
- recording calls at the perfect speed exp: x1.0 x2.5
- assistance on caller id as who is calling
- searching for coworkers and being able to send mg.
- unable to transfer clients from app.
- time between calls not always at 10 sec.
- need to restart comp every day.
June 11, 2022
8x8 Pros and Cons
Score 6 out of 10
Vetted Review
Verified User
I use this system on a daily basis to handle our incoming and outbound calls in assisting our customers and offices alike. I also use this system to message our agents or coworkers in other departments for assistance.
- Modern
- User-friendly
- Having to use the agent and the WOD separately
- Calls disconnecting easily
June 11, 2022
Very Helpful System
Score 10 out of 10
Vetted Review
Verified User
We use an 8x8 Contact Center to take incoming & outgoing calls, it is also very helpful in communicating with other people in the company via messages.
- It does well in sending quick messages to other people in dept
- in providing us status on how many calls are on queue & have been on hold for
- been able to edit or delete messages that have been send
- Audio in calls- sometimes have problems hearing customers or them hearing me
- Calls dropping randomly
- When there is a call on the 8x8 webpage and accidentally calls someone on the 8x8 messaging system app and it doesn't let you go back to the call.
- Recording don't play correctly or you cant hear one person