TrustRadius
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.https://media.trustradius.com/product-logos/Oc/Vs/3EUCAJQWIWR8.JPEGContact Center Connection Makes for Happy Customers (Internal as well as External)We use the 8X8 VCC within the Customer Support team here at Age of Learning. It allows us to streamline the process and increase efficiencies within our contact center. Since we have been using 8X8, we have seen a better customer experience as our associates are better equipped to handle their day to day responsibilities. This, in turn, has increased our CSAT and NPS scores and allowed us to focus our attention on retention and customer experience.,Cleaner workspace with organization and efficiency at the forefront of our associates day. Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members. Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.,Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.,9,The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8. We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.,,Zendesk, Slack8X8, the total package.We are using 8x8 in our contact center and every phone throughout the company is on 8x8.,8X8 is reliable. 8X8 analytics and reporting are very good.,When there is a system outage the response team, at times, is slow to react.,8,Switching to 8x8, we have seen a 30% drop in our telecommunication expense.,9,3,,Qlik Sense8x8 brought agility and reduced our cost to operate a phone system.8x8 Contact Center is currently being used partially within our organization. We primarily use it for our call center and our NOC which relies on a contact center for their day to day job operations. The system delivers agility in implementation which is something we didn't have before.,Agility of deployment Mobility for users Manageability,Software client would be ideal for specific cases,9,Reduction of assets on our data center to operate the phone system. Does not require certified training to manage.,RingCentral,LiveChatA Functional Software with Excellent Uptime and Support8x8 Virtual Contact Center is utilized by our Client Support team to field incoming calls from customers and resellers. We operate from 7 am PST - 7 pm PST, so in addition to directing incoming phone traffic, it also manages when phone calls are allowed into the queue. Lastly, our management team utilizes the software to pull support metrics.,Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics. Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard. Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.,Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users. Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.,5,SLA Validation - we are able to provide analytics to support our SLA claim. Uptime - we have not experienced an outage in the 3 years we have been using the software. Playback - It is very easy to review previous calls for coaching and feedback for support staff.,,8x8 Virtual Office, TeamSupport, Zoom Video Webinar8x8 VCC ReviewOur Enterprise Company several types of Business Lines are using VO/VCC Services within our Organization, including Payroll Services, Global MSP Services Team, and CDS for Recruiting Team8x8-VO/VCCCurrently being user in Several Ways as followsVO (Virtual Office) End use End Point (Phone)VO (Virtual Office) Auto Attendants as Call Routing for Internal and External ResourcesVCC Hybrid of Call Centers including IVR and Internal/External Call RoutingVCC IVR for basic Call Routing,Scalability of Services Reliability Technical Support,IVR Script Editing Across multiple Tenants,9,In 2008 8x8 was implemented as a Quick Fix to a Telephony / Call Center Solution, 8x8-VO/VCC Provided a Positive ROI because of the following reasons Implementation turn around Cost effective Met all requirements Today 2019 we are using it across 4 Business Lines which includes 10 VO Auto Attendants and 15 VCC Call Center IVRs8x8 Virtual Contact Center utilized to improve customer service and revenue8x8 Virtual Contact Center is used to cover ~100 locations as an 'overflow' for missed calls. Our team of ~20 people takes overflow calls against those 100 locations to increase the likelihood that patients and customers can talk directly to us when they call. If our clinics are busy, closed, or experiencing technical issues we can rely on the Virtual Call Center to route missed calls to our call center team to provide help to our patients. The Call Center provides that level of service to approximately 1/3 of the total business. The call center team is located within 1 physical location. While it isn't necessary to utilize 8x8 as the phone service provider in order to utilize the 8x8 Virtual Call Center we do utilize 8x8 for phone services as well. We utilize their phone service at all locations, therefore, we have a proven template to incorporate the Call Center solution to all locations.,Makes it easy for patients to get routed to additional employees to take their call. Fairly easy and intuitive interface for staff to track calls taken, time required, and end result. Has the flexibility to manage multiple workflows for multiple lines of business or needs.,For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.,9,There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations. Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.8x8 dramatically reduces communications costsWe used 8X8 primarily for our VOIP service. It worked flawlessly for over a decade across the entire company. 8X8 enabled us to have employees working from home and around the world, while also providing a local presence. It dramatically reduced our communications costs. Our salespeople around the world were able to have a local United States number and avoid long distance back to HQ and other Radixx personnel.,Sound quality is outstanding Very easy to program Cell phones can appear as local extensions and are completely transparent to the caller,Simplifying the use of fax services for the business user. This may only have been a training problem.,10,It enabled us to reduce our communications budget very substantially.,,JIRA Software, Slack, Microsoft 365 Business, Dropbox, Box
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8x8 Contact Center
17 Ratings
Score 7.5 out of 101
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8x8 Contact Center Reviews

8x8 Contact Center
17 Ratings
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Score 7.5 out of 101

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Michael Furman profile photo
April 04, 2019

Contact Center Connection Makes for Happy Customers (Internal as well as External)

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use the 8X8 VCC within the Customer Support team here at Age of Learning. It allows us to streamline the process and increase efficiencies within our contact center. Since we have been using 8X8, we have seen a better customer experience as our associates are better equipped to handle their day to day responsibilities. This, in turn, has increased our CSAT and NPS scores and allowed us to focus our attention on retention and customer experience.
  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Read Michael Furman's full review
MIKE BARBARO profile photo
August 06, 2019

8X8, the total package.

Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using 8x8 in our contact center and every phone throughout the company is on 8x8.
  • 8X8 is reliable.
  • 8X8 analytics and reporting are very good.
  • When there is a system outage the response team, at times, is slow to react.
8x8 is well suited for our use, to handle incoming calls. It's also suited for the ability to transfer calls to other locations.
Read MIKE BARBARO's full review
Danny Fuentes profile photo
March 27, 2019

8x8 brought agility and reduced our cost to operate a phone system.

Score 9 out of 10
Vetted Review
Verified User
Review Source
8x8 Contact Center is currently being used partially within our organization. We primarily use it for our call center and our NOC which relies on a contact center for their day to day job operations. The system delivers agility in implementation which is something we didn't have before.
  • Agility of deployment
  • Mobility for users
  • Manageability
  • Software client would be ideal for specific cases
8x8 works great for small to medium-sized organizations who require a contact center and don't have the right staff onsite to manage a hosted solution.
Read Danny Fuentes's full review
No photo available
May 10, 2019

A Functional Software with Excellent Uptime and Support

Score 5 out of 10
Vetted Review
Verified User
Review Source
8x8 Virtual Contact Center is utilized by our Client Support team to field incoming calls from customers and resellers. We operate from 7 am PST - 7 pm PST, so in addition to directing incoming phone traffic, it also manages when phone calls are allowed into the queue. Lastly, our management team utilizes the software to pull support metrics.
  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
  • Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
  • Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.
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No photo available
March 29, 2019

8x8 VCC Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Our Enterprise Company several types of Business Lines are using VO/VCC Services within our Organization, including Payroll Services, Global MSP Services Team, and CDS for Recruiting Team

8x8-VO/VCCCurrently being user in Several Ways as follows

  1. VO (Virtual Office) End use End Point (Phone)
  2. VO (Virtual Office) Auto Attendants as Call Routing for Internal and External Resources
  3. VCC Hybrid of Call Centers including IVR and Internal/External Call Routing
  4. VCC IVR for basic Call Routing
  • Scalability of Services
  • Reliability
  • Technical Support
  • IVR Script Editing Across multiple Tenants

Well Suited: VCC IVR provides capabilities of configuring Custom IVRs to meet requirements. VO Provides Phone End Points (VoIP Softphone/Virtual Office via Web Browser and/or Application) to Call Centers in Countries abroad from our US locations that do not have reliable Networks which prohibits the use of our current Enterprise Telephony Solution.


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Bryan Simms profile photo
November 01, 2018

8x8 Virtual Contact Center utilized to improve customer service and revenue

Score 9 out of 10
Vetted Review
Verified User
Review Source
8x8 Virtual Contact Center is used to cover ~100 locations as an 'overflow' for missed calls. Our team of ~20 people takes overflow calls against those 100 locations to increase the likelihood that patients and customers can talk directly to us when they call. If our clinics are busy, closed, or experiencing technical issues we can rely on the Virtual Call Center to route missed calls to our call center team to provide help to our patients.

The Call Center provides that level of service to approximately 1/3 of the total business. The call center team is located within 1 physical location.

While it isn't necessary to utilize 8x8 as the phone service provider in order to utilize the 8x8 Virtual Call Center we do utilize 8x8 for phone services as well. We utilize their phone service at all locations, therefore, we have a proven template to incorporate the Call Center solution to all locations.
  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Read Bryan Simms's full review
Ron Peri profile photo
November 12, 2018

8x8 dramatically reduces communications costs

Score 10 out of 10
Vetted Review
Verified User
Review Source
We used 8X8 primarily for our VOIP service. It worked flawlessly for over a decade across the entire company. 8X8 enabled us to have employees working from home and around the world, while also providing a local presence. It dramatically reduced our communications costs. Our salespeople around the world were able to have a local United States number and avoid long distance back to HQ and other Radixx personnel.
  • Sound quality is outstanding
  • Very easy to program
  • Cell phones can appear as local extensions and are completely transparent to the caller
  • Simplifying the use of fax services for the business user. This may only have been a training problem.
Outstanding for all voice needs for a company with remote employees. It provides massive communications savings as well as giving the appearance of a single location to the caller.
Read Ron Peri's full review

Feature Scorecard Summary

Agent dashboard (5)
7.5
Validate callers (5)
7.6
Outbound response (5)
7.7
Call forwarding (7)
7.7
Click-to-call (CTC) (5)
7.7
Warm transfer (6)
7.6
Predictive dialing (3)
7.0
Interactive voice response (3)
7.1
REST APIs (2)
8.2
Call scripts (3)
7.2
Call tracking (5)
8.5
Multichannel integration (2)
9.1
CRM software integration (3)
8.5
Inbound call routing (6)
8.6
Omnichannel inbound routing (3)
7.7
Recording (5)
8.2
Quality management (5)
8.5
Call analytics (7)
7.8
Historical reporting (6)
7.8
Live reporting (1)
9
Customer surveys (1)
5.5

About 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
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Does not have featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Does not have featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Does not have featureLive reporting
Has featureCustomer surveys
Does not have featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Does not have featureChatbots
Has featureAI assistance for live agents

8x8 Contact Center Downloadables

8x8 Contact Center Integrations

Salesforce Service Cloud, Okta Workforce Identity, Zendesk, NetSuite, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

8x8 Contact Center Competitors

8x8 Contact Center Support Options

 Free VersionPaid Version
Phone
Email
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