Overview
What is 8x8 Contact Center?
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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%
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- Free/Freemium Version
- Premium Consulting / Integration Services
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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 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
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Informative - 8x8 Awesome Overall.
- 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.
8x8 saves the day
- View Employee Statuses
- Record Playbacks with correct call back information
- Provide great analytics for employee performance
- UI could be more fluid
Simply gets it done.
- 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.
Application for New Age Dynamic Contact Center
- 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.
Great Solution for Contact Centers!
- Reporting
- Real time metrics
- Managing of multiple phone lines
- None at this time
Looking to optimize your operations? Check out 8x8
- 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
8x8 Contact Center Contact Center Killer!
- Phone
- Text
- Fax
- Call forwarding
- Voice Mail
- Cannot attach notes to the contacts.
- Cannot think of anything else.
8x8 Contact Center, Great Solutions with some 'Quirks'
- 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.
Good Product, Needs Improvement
- 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
8x8 Contact Center Review
- Updates
- Instructional Use
- Speedy Response
- More Videos
8x8 is great!
- 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
8x8 Pros and Cons
- Communicating with my coworkers
- Displaying important information I need
- 8x8 is very reliable
- Minor software updates that could improve the layout
Simple and Easy!
- Prefilled data
- Corrections
- being able to use 2 session at a time
- No Training
- 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
8X8 MAKING IT EASY TO PLAY!
- 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
8x8 making it easy to use
- Good connection quality
- Easy to use chat system
- Simple to use
- Not counting disconnected calls as missed calls
- Better caller ID
8x8 Contact Center
- 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
USER FRIENDLY AND INFORMATIVE
- 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
Great product!!
- 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
PRACTICAL
- 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
8X8 PROS AND CONS
- 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
Simple and Easy!
- 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
just a way to love an infinity program.
- 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.
8x8 Pros and Cons
- Modern
- User-friendly
- Having to use the agent and the WOD separately
- Calls disconnecting easily
Very Helpful System
- 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