8x8 Contact Center definitely worthwhile!!
8x8 Contact Center is used within my department, and has added flexibily that we did not have before switching to this product. I manage a …
8x8 Contact Center
Top Rated
8x8 Contact Center
Overview
Reviews
Popular Features
View all 21 featuresWarm transfer (70)
8.3
83%
Agent dashboard (68)
8.0
80%
Call forwarding (76)
7.9
79%
Call tracking (66)
7.1
71%
Reviewer Pros & Cons
View all pros & consPricing
View all pricingN/A
Unavailable
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
Would you like us to let the vendor know that you want pricing?
1 person want pricing too
Alternatives Pricing
N/A
Unavailable
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.
What is Genesys Cloud CX (formerly Genesys Cloud)?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Features Scorecard
Contact Center Software
7.5
75%
Workforce Optimization (WFO)
8.2
82%
Product Details
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 Downloadables
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 (formerly NICE inContact)
- Genesys Cloud (formerly PureCloud)
8x8 Contact Center Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Alternatives
View all alternatives
Frequently Asked Questions
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 2011; the Contactual OnDemand Contact Center was the earlier name of the platform.
What are 8x8 Contact Center's top competitors?
Five9, NICE CXone (formerly NICE inContact), and Talkdesk are common alternatives for 8x8 Contact Center.
What is 8x8 Contact Center's best feature?
Reviewers rate Omnichannel inbound routing highest, with a score of 9.1.
Who uses 8x8 Contact Center?
The most common users of 8x8 Contact Center are from Mid-size Companies and the Medical Practice industry.
Reviews and Ratings
(164)
Ratings
Reviews
(1-25 of 164)- Popular Filters
Companies can't remove reviews or game the system. Here's why
November 05, 2021
8x8 Contact Center definitely worthwhile!!
8x8 Contact Center is used within my department, and has added flexibily that we did not have before switching to this product. I manage a team of nine Care Center employees that handle several types of media transactions all within the 8x8 Contact Center platform. With this being a cloud-based system we have been able to flex and allow employees to work from home without having to make any internal changes to our server like we did before when we used a system that we housed the hardware in-house. This was especially beneficial during Covid and we were having to manage employee quarantine necessities on a weekly bases.
- The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
- Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
- The visibility of being able to manage my team and all media channels in one panel is awesome.
- I would like to see more training on reporting and how to create custom reports.
- I would like for 8x8 Work and VCC to somehow be merged together for users that have to utilize both platforms.
- It would be amazing if 8x8 Contact Center had a mobile app.
- I would like to see in 8x8 Contact Center the ability to add scripting to the agent's view.
October 29, 2021
I Highly Recommend 8x8 Contact Center A+
8x8 Contact Center has been our choice for internal and external communications for over 8 years. With COVID-19 we first needed to shrink and then greatly expand our number of employees. It's so nimble that we were able to add 200+ employees seamlessly and efficiently. In addition, we were able to use 8x8 Contact Center's platform to allow our full remote workforce to communicate via instant messenger and over video for both our one on one communications as well as our large meetings. 8x8 Contact Center also allowed us to build several new call centers and be up and running in a matter of days! We use 8x8 Contact Center for our communications using traditional desk phones, smartphones, and also using their 8x8 work application on our laptops and tablets. Everything has worked out well for us as the system has proven to be flexible and smart in allowing our business to adjust to our diverse client needs.
- It distributes callers to the best resource.
- It allows us to monitor our remote contact center live.
- It provides us with the daily reporting we need to best manage our resources.
- I'd like to see better connectivity between the people using the call center system and those who only use the traditional 8x8 phone system.
We rolled out 8x8 [Contact Center] for our entire Agency at the end of 2020. As a call center operation we found 8x8 [Contact Center] to provide of more autonomy then our prior telephony company. This afforded us the capability to make quick changes on our own, add submenus to our IVR, and build new queues. This was something that we did not have the capability to do with the prior company, and had to wait for them to process requests which could take days rather then minutes. The 8x8 [Contact Center] support team is quick and responsive when we do need them, and they are great at taking our feedback for future enhancements. For almost half the cost of our prior company, we receive much better support and call center reporting.
- Customer Service
- Reporting
- Autonomy for the user
- Better queue prioritization options
- Better agent prioritization options
November 10, 2021
8x8 [Contact Center], The Best VoIP for small companies or startups!
8x8 [Contact Center] is our inbound & outbound VoIP option. We use 8x8 for sales, support, billing calls, and texting. Some of our C-Suite uses the service for communication between departments but it's mostly an inbound sales comms solution.
- Analytics are easily legible and accessible with the right permissions.
- The cell phone app is a game changer for on the go sales/support.
- Having text messaging to a separate company mobile number is awesome.
- There isn't a great option for old school auto-dialer approach.
- Admin center takes a little understanding of the connection points to get setup.
- Text messages are number specific and there are not forwarding options from a primary line to individual teams.
October 29, 2021
8x8 equals 10!
Sparkhound utilizes the 8x8 Contact Center platform in two primary business units within the company, our 24x7x365 IT Service Desk and our Customer Service Call Centers. In each instance, we take advantage of the flexibility and scalability of the 8x8 platform to help us develop customized solutions that meet the needs of our clients. Whether it be creating custom IVR scripts, complex workflows or highly detailed reporting, we are able to complete the tasks at hand and deliver a great experience.
- Flexible IVR configuration
- Strong reporting
- Exceptional uptime
- Ease of use and configuration for our staff
- Administration dashboard
October 29, 2021
8x8 Contact Center review - Inbound only
I only have experience with inbound call centers. The 8x8 Contact Center is cloud based and nimble. The call center business hours scheduling and holiday setup is straight forward and can handle multiple future dates. Real world scheduling is about a once a QTR activity. The call routing to call center agents is flexible and can be updated by the agent making it "low maintenance" from an administrative point of view. Also has a dashboard, SLA's, and reporting.
- Scheduling
- Dashboard
- Agent end point call routing
- The call center configuration is siloed, so you have to stay consistent/simple in your setup (not necessarily a bad thing).
August 24, 2021
Great software for small projects. Good value for the price, although several points can be improved.
8x8 Contact Center is currently being used by one of our customer service projects. We have around 20 agents using the Contact Center app and it is used to received customer calls and make outbound calls to them when necessary.
- Excellent routing for calls to reach the proper department
- IVR setup and functionality
- Ability to set up each user with specific skills to help customers
- Reliable
- Calls sometimes get hung up or stuck
- Customer service experience from the 8x8 company
- Training videos can be useful for when the system has just been purchased
December 10, 2021
8x8 Contact Center is the best solution to work remotely everywhere!
I use 8x8 Contact Center on a daily basis since we are a CC and 1st Tier support, since 8x8 Contact Center works on the cloud it's very easy to use it everywhere and even from any kind of device. We switched from a different application for which a VPN was needed and due to lack of updates kept crashing often. 8x8 Contact Center works like a charm making easy our job.
- Available in Multiple Platforms like Windows, Android, etc.
- No need for a VPN to use it.
- Includes his own 8x8 meets.
- Contacts and Calendar integration.
- Call History is not available, if this feature could be added would be great since is important to check the call logs in case of a missed call.
- In order to make calls or receive the Desktop Client is a must, if this could be integrated into one single side would be great.
November 15, 2021
No better unified system for contact center needs
We use 8x8 [Contact Center] for all of our cloud communication and cloud center needs throughout the company. We find it a valuable aspect of operations within our business as the cloud communication piece has been crucial for our sales team to operate in the hybrid environment that COVID has thrown our way. For the contact center, it helps us to locate the needs of our customers in a simple way that saves both time and efficiency on the back end of our processes. The reporting and metrics that 8x8 [Contact Center] provides are unmatched and are a necessary need for every business, regardless of vertical.
- Allows for in depth reports on metrics.
- Allows for constant collaboration and communication, with little to no downtime.
- Allows for easy customer service availability with 8x8 team when issues do arise.
- Having more resources dedicated to helping the understanding of metrics and reporting.
- More functional mobile app.
October 29, 2021
8x8 Contact Center, always there and always delivering!
8x8 Contact Center is being used heavily within our company. The usage spans across multiple practices and we're handling well over 2 million minutes a month through this service.
- Quick to respond to requests when we have very last minute needs.
- Easy for us to create new call trees on the fly and adjust when volume spikes.
- Currently, we are on the older framework and reporting in that area could be improved. I assume when we're upgraded soon, this will be handled.
- I will want to fill this whole survey out again after we're upgraded.
October 28, 2021
The ups and downs
8x8 Contact Center is used [by] the entire company. It is convenient to have everyone on the same phone system, however, it is not convenient that not everyone has an 8x8 number which was a company decision due to cost. We are able to transfer calls straight to voicemail when someone is not available which is a really huge plus.
- Ability to keep record of anytime a number has called in
- Easy interface to use
- Easy to implement changes with a quick turnaround time
- Expanded our Call Center options with voicemail and call back requests
- Has amazing report functionality that is able to provide all statistical information
- Phone records are only stored [for] up to a year. This can potentially cause some issues with the type of company we work in.
- Not easy to search for outbound calls via the phone number or any information.
- Not able to track a call back request or a voicemail get assigned to which also can cause issues.
October 19, 2021
Experience with 8x8
It is being used by my department across all the regions. We are operating our toll-free lines on 8x8 [Contact Center].
- Less internet speed requirement
- Simple and user friendly application
- They have limitation[s] of networks for e.g. it works with broadband but has issues with certain networks such as cellular data.
- Voice quality is not very great, there is a lag and interference sometimes.
- Immediate support is not available for 8x8 issues. They [seem to] have limited staff and [in my experience] nobody [is] available to provide real time support in APAC region.
December 05, 2021
Speedy help when you need it
8x8 Contact Center is being used by several clinics and will eventually be used in all that have [the] capability to run VOIP. It will help all VCA clinics be on the same phone system [creating] greater technical support when needed.
- We love the support
- The online portal is helpful
- Single contact person for manager only
October 27, 2021
8x8 in Customer Support
8x8 [Contact Center] is used for all customer support calls in multiple states. It allows for monitoring and reporting through data analysis, listening to call records, reviewing call data reports, etc. It is also used for customer satisfaction surveys after the call.
- Shows user information.
- Allows for data analysis.
- Allows for listening to calls.
- Call survey function.
- Data analytics are not intuitive and take a lot of knowledge to figure out.
October 22, 2021
8x8 Contact Center
8x8 Contact Center has been very helpful with troubleshooting issues and resolving problems. Our clients depend on their phones in order to keep their business moving smoothly and efficiently. 8x8 allows us to provide for our clients so that they can provide for theirs. 8x8 Support is typically fast and helpful.
- Response time.
- Clear communication.
- Understanding the root of the issue.
- Online articles
October 19, 2021
8x8 Contact Center Review
It is being used to help China's whole region employees with HR related issues.
- Easy to use
- Convenient. Can download on mobile.
- Nice report function
- Real time dashboard could include more parts.
- Connection highly relies on the network. Sometimes it's easy to lose connect[ion].
October 18, 2021
Good platform, always room for improvement
Used across the whole organization as the primary phone system. Used primarily in the Contact Center for analytical and reporting purposes. It [8x8 Contact Center] addresses the problem of server usage, being a cloud-based solution, and gives us more user-friendly reporting from our previous phone solution.
- Report metrics
- Fewer small solution updates. Less frequent, larger bulk updates would be better.
- If there was a way to consolidate all permissions and capabilities across the solution.
July 20, 2021
The WORST service from 8x8 Contact Center
8x8 Contact Center was being used across the organization. We have had double charges for several months. At one point we realized that we were paying more than what we are using, we talked to the 8x8 Contact Center. To our disappointment, they only refunded 3 months of extra charges. After all this, we decided to cancel the subscription with them, the cancellation procedure took nearly 2 months to complete. During this time, I talked to them several times, nobody informed me about the cancellation fee. Again, I spoke to customer care a couple of weeks before the account cancellation checking if there are any charges for canceling, their answer was "none". But after canceling the account, they charge us $650.60, which was not discussed or informed at any point. A company must discuss or inform every single charge with the customers ahead of time. They cannot just deduct as they wish.
We utilize 8x8 Contact Center for every Account Executive in the company, as well as our customer and sales support staff. It is used to talk to our customers as well and communicate with each other, and is utilized not only in house, but from many of our employees who work remotely in our COVID 19 environment. It made the transition into a remote worker philosophy seamless, as the 8x8 platform can be used from anywhere without any changes or alterations from the end user. They have been very responsive to our needs, and replace defective equipment quickly and easily.
- Tracks all inbound and outbound calls from our organization.
- Gives us the ability to record and review calls.
- Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
- With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses.
- When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform.
February 17, 2021
Excellent service as usual
Great experience as usual with 8x8. Contacted them yesterday to see if I could have a better voicemail solution--built in at no charge doing exactly what I wanted (a different message and menu for different times of day). Today I couldn’t configure it how I wanted so contacted the help department--within an hour they had walked me through the changes.
We used to use a regular phone line--one line for calling out and one for receiving calls. Now we have two virtual lines so all calls come from the same number.
We used to use a regular phone line--one line for calling out and one for receiving calls. Now we have two virtual lines so all calls come from the same number.
- Quick response
- Knowledgeable reps
- Excellent value for money
- Superior technology
January 29, 2021
Help is only a click away!
We use 8x8 in our medical office for all of our incoming/outgoing calls and messages. Especially helpful during the 2020-2021 year to update patients on new covid measures and procedures.
- Availability at all times, does not seem to matter the time zone.
- Willingness to help, (tech worked with me on Christmas eve to trouble shoot our issues).
- Every staff member that I've spoken with has been extremely patient and professionals, even when dealing with my obvious frustrations.
- Speaking with a live representative quickly. I always seem to have to navigate an automated help center before I can contact a live representative.
- Time wasted with text "chatting", I have to do a lot of back and forth with a support representative when a simple voice call would eliminate a lot of back and forth to explain the issue in detail
- rep should review previous case on file re:same issue
- I've needed to call for assistance three separate times in three consecutive weeks, not sure if previous cases/calls get recorded into our account history, but considering all of our issues are related it would be helpful if each consecutive support person was able to review recent related calls.
January 25, 2021
Awesome solution with a great savings
I had to contact them for help with resolving an issue. Every time I reach out to the contact center they are extremely professional and always take care of my needs. We've been using 8x8 for almost 2 years now. Their service is AWESOME and it saved me a bunch of money vs what I was spending with my previous phone companies. I would recommend them to anyone!
- Professional
- Courteous
- Timely
- Navigation of the control center
February 25, 2021
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.
April 20, 2021
8x8 is a must!
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.
It is being used at Home Office and for other home based workers assisting with administrative duties and bookkeeping. It is very convenient since we are at different locations to be on the same system. One of them will be in another state and we can all still use same main number and transfer calls to each other.
- Saving on bill by having one provider no matter where we are all located.
- The different options to have the system work for you and your business needs.
- Makes your smaller home based business seem more professional.
- At this time I do not have any that come to mind or that I can think of.