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8x8 Contact Center

8x8 Contact Center

Overview

What is 8x8 Contact Center?

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of…

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Learn from top reviewers

8x8 Contact Center is good but can be a bit better

Rating: 7 out of 10
June 21, 2024
IncentivizedVetted ReviewVerified User
We use 8x8 Contact Center for our Customer Service department. We have customers from all over the city call in for various reasons from billing, to water main breaks, to gene...
Continue reading
Verified user
Administrator
8x8 Contact Center2 years of experience

8 X 8 is GREAT.

Rating: 10 out of 10
March 11, 2024
IncentivizedVetted ReviewVerified User
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature is the ability to fax. You enter the...
Continue reading
Darlene Downs Jones
Employee - Finance and Accounting
Credentialing Specialist
Pinnacle GI Partners PC
8x8 Contact Center2 years of experience

8x8 saved us from huge headaches during the pandemic. And still is

Rating: 10 out of 10
January 16, 2024
IncentivizedVetted ReviewVerified User
We are a wholesale company. We have representatives inside and out of the office. Before we migrated to 8x8, it was such a headache to have someone working from home. Before, ...
Continue reading
Verified user
Manager
8x8 Contact Center4 years of experience

8x8 Contact Center Review

Rating: 9 out of 10
January 16, 2024
IncentivizedVetted ReviewVerified User
We ae are a service organization and 8x8 Contact Center is our key lead generator and customer servicing channel. We use 8x8 Contact Center to power our call center integratin...
Continue reading
Tomy Joseph
Executive - Information Technology
VP, IT
Service Champions
8x8 Contact Center1 year of experience

Decent product but very expensive

Rating: 7 out of 10
January 13, 2024
IncentivizedVetted ReviewVerified User
It is used for our frontline staff for answering and recording calls. It works well for our uses and we have no issues. The scripts are versatile and allow you to customize ma...
Continue reading
Verified user
Administrator
8x8 Contact Center2 years of experience

8x8 will work for you!

Rating: 8 out of 10
November 13, 2023
IncentivizedVetted ReviewVerified User
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different vanity phone lines so that we know how o...
Continue reading
Verified user
Manager
8x8 Contact Center1 year of experience

8x8 Contact Center

Rating: 9 out of 10
November 7, 2023
IncentivizedVetted ReviewVerified User
It is our sole VOIP service. We utilize both 8x8 Contact Center for our call center. 8x8 office for the basic office utilization.
Continue reading
Genelle Chamberlain
Supervisor - Information Technology
Help Desk Manager
Hardware Resources
8x8 Contact Center5 years of experience

Honest Opinion

Rating: 7 out of 10
November 6, 2023
IncentivizedVetted ReviewVerified User
We use this technology for our daily phone activity.
Continue reading
Lisa Gowder
Manager - Information Technology
Clinical Information Manager
Friend Health
8x8 Contact Center4 years of experience

8x8 Contact Center Contact Center Killer!

Rating: 6 out of 10
October 27, 2023
IncentivizedVetted ReviewVerified User
I use it for all external and some internal communication both phone and text (sometimes fax). I use it to screen share especially.
Continue reading
John Geanakos
Employee - Sales
Mortgage Loan Originator
Paramount Residential Mortgage Group Inc. (PRMG Inc.)
8x8 Contact Center3 years of experience

8x8 Helps us connect and make better business decisions

Rating: 10 out of 10
October 18, 2023
IncentivizedVetted ReviewVerified User
8x8 provides us with the ability to better understand our customer journey along with offering staff an easy and effective way to connect whether via phone call, virtual meeti...
Continue reading
Verified user
Director
8x8 Contact Center1 year of experience

8x8 is the way to go if you want to improve customer satisfaction

Rating: 6 out of 10
September 10, 2023
IncentivizedVetted ReviewVerified User
8x8 is used in the call center to for outbound and inbound calls. It is also used to host information for clients and patients.
Continue reading
Verified user
Employee
8x8 Contact Center1 year of experience

Great partnership

Rating: 10 out of 10
July 31, 2023
IncentivizedVetted ReviewVerified User
We are using 8x8 VCC to replace the old Nortel CS1000. We are the tech support center for customers that have purchased any of our products. We are using the new X-Series acro...
Continue reading
Jondre Chandler
General Manager - Information Technology
Sr.Telecom Manager
Acer America Corp.
8x8 Contact Center7 years of experience

8x8 is well worth a second look

Rating: 10 out of 10
July 28, 2023
IncentivizedVetted ReviewVerified User
We use Contact Center to run the customer support department by taking incoming calls and live chat requests. Contact Center helps us maintain records for customers and provid...
Continue reading
Verified user
Consultant
8x8 Contact Center1 year of experience

RETIREMENT OF BILLING MANIA LIFE

Rating: 10 out of 10
July 24, 2023
IncentivizedVetted ReviewVerified User
I work in the billing department for a medical practice, and received communication daily from 8x8 as a tool of payment communication from our vendors. I believe this is an ef...
Continue reading
Tressie Mansfield
Professional - Finance and Accounting
Billing Clerk
WOMAN CARE
8x8 Contact Center3 years of experience

Donuts

Rating: 7 out of 10
July 20, 2023
IncentivizedVetted ReviewVerified User
I like it. The only problem is when the internet is down. It is too. However, it is easy to learn and easy to use most of the time.
Continue reading
Verified user
Manager
8x8 Contact Center3 years of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

View all pros & cons
Verified User
Administrator in Information Technology
Utilities Company, 201-500 employees
Darlene Downs Jones
Credentialing Specialist
Pinnacle GI Partners PC (Medical Practice, 5001-10,000 employees)
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Pricing

View all pricing
8x8 Contact Center

8x8 Contact Center

N/A
Unavailable

What is 8x8 Contact Center?

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/plans-and…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

9 people also want pricing

Alternatives Pricing

Amazon Connect

Amazon Connect

Free
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…

Five9

Five9

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.

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Product Demos

8x8 Agent Workspace

Navattic
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

6.9
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.5
Avg 8.2
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Product Details

What is 8x8 Contact Center?

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center is used by businesses to connect and collaborate with individuals working inside and outside of the organization.


8x8 Contact Center keeps agents connected to customers from anywhere, at any time. They offer a financially backed 99.999% SLA across contact center and business communications, so as to guarantee that users' contact center will continue to operate without interruption.

8x8 Contact Center capabilities include:

  • Conversational AI to deliver effective self-service experiences across all channels to resolve a wide range of customer inquiries, both simple and complex.
  • Omnichannel skills-based routing for voice, web-chat, email, SMS, messaging, social media, and video elevation customer interactions
  • Agent Workspace to handle all interactions through a single pane of glass
  • Supervisor Workspace to manage agents and contact center performance through a single pane of glass
  • AI-powered insights and automation to enable self-service
  • Intelligent voice self-service
  • Holistic reporting across all channels
  • Visual and intuitive reports, and dashboards
  • One-click access to enterprise subject matter experts
  • Full PSTN replacement in 58 countries/territories
  • Auto Dialer providers preview, progressive, and predictive
  • Quality Management and coaching
  • Workforce management
  • Speech and Text Analytics
  • Interaction journey analytics
  • Performance management
  • Post call surveys
  • Integrations with CRM apps such as Salesforce, Microsoft Dynamics, Zendesk, and 20 others
  • Dynamic integration framework
  • Open APIs and developer program

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: Automatic speech recognition (ASR)
  • 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: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

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: Chatbots
  • Supported: AI assistance for live agents

8x8 Contact Center Integrations

8x8 Contact Center Competitors

8x8 Contact Center Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries8x8’s Global Reach routing technology extends across 54 countries and covers Asia Pacific, Europe, Middle East and Africa, North America, and Latin America. The latest country additions include: Israel, Latvia, Slovakia, Indonesia, Thailand, Philippines, Panama, and Japan.

Frequently Asked Questions

8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.

Five9, NICE CXone, and Genesys Cloud CX are common alternatives for 8x8 Contact Center.

Reviewers rate Outbound response and Call forwarding and Warm transfer highest, with a score of 8.

The most common users of 8x8 Contact Center are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(307)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Seamless Integration: Reviewers consistently praise the seamless integration between the phone system and 8x8 Contact Center, highlighting its ease of use, stability, and minimal training requirements. The intuitive browser-based interface simplifies operations and reduces onboarding time significantly.

Call Tracking Capabilities: Users value the system's robust call tracking capabilities that allow them to monitor calls from start to finish effectively. The inclusion of post-call surveys for gathering customer feedback has proven instrumental in enhancing customer service levels and refining feedback mechanisms, aiding businesses in understanding customer needs better.

Chat Function Efficiency: Users appreciate the efficiency of the chat function within the system for quick issue resolution, providing assistance in finding reports promptly, and contributing significantly to excellent dashboard functionality. This feature enhances operational efficiency and boosts overall productivity by offering a convenient platform for real-time communication.

Technical Issues: Some users have faced frequent dropped calls, system crashes, background noises during calls, and difficulties in call transfers. For instance, users reported experiencing dropped calls, background noise interference, and challenges with transferring calls smoothly between parties. Support Challenges: Reviewers have expressed frustration with slow response times from technical support staff and inadequate knowledge among customer service representatives. Users highlighted delays in receiving assistance from support teams, communication issues with multilingual agents, and a lack of expertise among customer service reps. User Interface Complexity: Users find the UI challenging to navigate, suggesting improvements for better usability and clearer visibility of status indicators on the directory screen. Specifically, users mentioned struggling to navigate the user interface efficiently and recommended enhancements for easier interaction and improved status display features.

Reviews

(1-25 of 136)
Companies can't remove reviews or game the system. Here's why

8x8 Contact Center is good but can be a bit better

Rating: 7 out of 10
Incentivized
June 21, 2024
Verified User
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
We use 8x8 Contact Center for our Customer Service department. We have customers from all over the city call in for various reasons from billing, to water main breaks, to general questions. 8x8 Contact Center is an upgrade from our last system by miles considering we can go in & change things as needed. We can change our schedule, change the hold music, the time we offer callbacks, etc. This makes things a lot easier from a management standpoint because we are able to work around unforeseen issues a lot easier such as call-ins or systems being down for whatever reason. 8x8 Contact Center has made it a lot easier for us to better serve our customers.
Pros and Cons
  • View of queue & queue times
  • Analytics/information about different things like queues, agent hold times, & overall agent statistics
  • Communication about changes/updates
Likelihood to Recommend
Customer service/regular call center would be good places to implement this. It seems fairly user friendly & doesn't take too much to figure out the in's & out's of the system. Places that don't have IT staff or outsource all of their IT problems or questions would probably have some more difficulty with this because it can be a little complicated when it comes to specific attributes to 8x8 Contact Center such as installation/configuration, scripts, & queues.

8 X 8 is GREAT.

Rating: 10 out of 10
Incentivized
March 11, 2024
DD
Darlene Downs Jones
Credentialing Specialist
Pinnacle GI Partners PC (Medical Practice, 5001-10,000 employees)
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature is the ability to fax. You enter the number to fax to and attach documents; you can use default notification or add your personal greeting and click send. Once your fax has been sent, you receive a confirmation immediately. Simple, fast, and accessible. The status is a great feature as well. Callers within your organization will know when you are in a meeting or out to lunch. You can change your settings to reflect out-of-office for vacations, conferences, etc. Changing your greetings is as easy as 1-2-3.
Pros and Cons
  • Customer Service.
  • Instructions
  • Voice Messages.
  • Caller ID.
Likelihood to Recommend
The system is user-friendly. Most instructions are clearly explained under the settings. If further information is needed, customer service is very prompt in providing resolutions. The system works so very well that I have little to no contact with Support. That means less frustration and more incoming calls to answer.

8x8 saved us from huge headaches during the pandemic. And still is

Rating: 10 out of 10
Incentivized
January 16, 2024
Verified User
Vetted Review
Verified User
8x8 Contact Center
4 years of experience
Use Cases and Deployment Scope
We are a wholesale company. We have representatives inside and out of the office. Before we migrated to 8x8, it was such a headache to have someone working from home. Before, we had to use VPN routers, but now with 8x8 it's as simply as plug and play. And with the virtual 8x8 app, we can even have them working remote for the day without the need of any extra device. It made our life so much easier.
Pros and Cons
  • The ability to record calls
  • click to dial feature help us to avoid dialing to wrong numbers
  • integration with Netsuite
Likelihood to Recommend
I believe it's well suited for companies who just need an easy and efficient way to have a good phone system without having to spend thousands of dollars for a in-house system. 8x8 makes it very easy for anyone or any company. You can bring your current phone numbers, which is great.

8x8 Contact Center Review

Rating: 9 out of 10
Incentivized
January 16, 2024
TJ
Tomy Joseph
VP, IT
Service Champions (Facilities Services, 1001-5000 employees)
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
We ae are a service organization and 8x8 Contact Center is our key lead generator and customer servicing channel. We use 8x8 Contact Center to power our call center integrating with our CRM solution. We use both inbound and outbound capabilities of the product.
Pros and Cons
  • 8x8 Contact Center integrates the phone system and 8x8 Contact Center all in one product.
  • The interface is easy to use and is stable.
  • All browser based makes it easy in a dynamic call center environment
  • Training needs are minimal.
Likelihood to Recommend
8x8 Contact Center is well suited any call center environment. Where it may be limiting is when your call center is more digital channel vs voice channel. For example, when you need capabilities like taking key words from emails and creating tickets automatically etc.

Decent product but very expensive

Rating: 7 out of 10
Incentivized
January 13, 2024
Verified User
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
It is used for our frontline staff for answering and recording calls. It works well for our uses and we have no issues. The scripts are versatile and allow you to customize many things that will be suit your customers
Pros and Cons
  • Allowing you to track calls throughout the entire time from when they are presented to when they are ended
  • Post call surveys are very helpful
Likelihood to Recommend
It is good for most applications where you have a high call volume. if agents are doing a lot of manual transfers it is less than ideal

8x8 will work for you!

Rating: 8 out of 10
Incentivized
November 13, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different vanity phone lines so that we know how our callers are hearing about us. 8x8 is able to continually support all the phone lines and keep our communications running smoothly.
Pros and Cons
  • The use of the chat function for quick issue resolution
  • Quick assistance when I've needed help finding a report
  • Excellent Dashboard functionality
Likelihood to Recommend
8x8 has been great when it comes to support. I can't recommend enough how quick they are to resolve the issues that I have had. Since the almost 2 years of implementation, we have had extremely minimal issues.

8x8 Contact Center

Rating: 9 out of 10
Incentivized
November 07, 2023
GC
Genelle Chamberlain
Help Desk Manager
Hardware Resources (Information Technology & Services, 201-500 employees)
Vetted Review
Verified User
8x8 Contact Center
5 years of experience
Use Cases and Deployment Scope
It is our sole VOIP service. We utilize both 8x8 Contact Center for our call center. 8x8 office for the basic office utilization.
Pros and Cons
  • Call Scripts
  • Auto Attendant
  • Video Confrencing
Likelihood to Recommend
I feel overall this is a good platform for telephony needs. It is user friendly and easy to port in current numbers. It does create a company wide directory that all employees can use. It does allow for company scalability depending on how the needs for the business are. The sales reps are very friendly and make ordering easy.

8x8 Contact Center Contact Center Killer!

Rating: 6 out of 10
Incentivized
October 27, 2023
JG
John Geanakos
Mortgage Loan Originator
Paramount Residential Mortgage Group Inc. (PRMG Inc.) (Banking, 1001-5000 employees)
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
View profile
Use Cases and Deployment Scope
I use it for all external and some internal communication both phone and text (sometimes fax). I use it to screen share especially.
Pros and Cons
  • Phone
  • Text
  • Fax
  • Call forwarding
  • Voice Mail
Likelihood to Recommend
I really like it. Have no real problems. It is great for screen sharing with people on the other end of the phone line and also easy for general messaging.

8x8 Helps us connect and make better business decisions

Rating: 10 out of 10
Incentivized
October 18, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
8x8 provides us with the ability to better understand our customer journey along with offering staff an easy and effective way to connect whether via phone call, virtual meeting or chat etc. We further have access to easier generate data that impacts our business decisions while positively affecting our responsiveness and timeliness on customer needs. Since implementing 8x8, our company has been able to institute a one-stop hub for all our connectivity needs while enabling us to switch between devices with ease and allowing us to have everything readily accessible at our finger tips. Jeff Feely has been instrumental and responsive to assisting us with acclimating to the tool and features while provide expertise to address our transition and learning curves. Metrics that are at our disposition now have been instrumental to address issues and explore new opportunities to enhance the way we work.
Pros and Cons
  • Data
  • Analysis for business decisions
  • Insights
Likelihood to Recommend
Best
8x8 enables you to streamline a lot of different processes into a simplified contact approach whether by phone, chat, virtual meeting etc. Furthermore, it enables companies to collect impactful data that helps to shape strategies both internal and external to optimize communications, client engagement and their journey, as well as offering an easy to use user experience.

Great partnership

Rating: 10 out of 10
Incentivized
July 31, 2023
JC
Jondre Chandler
Sr.Telecom Manager
Acer America Corp. (Computer Hardware, 5001-10,000 employees)
Vetted Review
Verified User
8x8 Contact Center
7 years of experience
View profile
Use Cases and Deployment Scope
We are using 8x8 VCC to replace the old Nortel CS1000.<br>We are the tech support center for customers that have purchased any of our products. We are using the new X-Series across all our offices. It simplifies all maintenance and one point access to program manage it. Solid based replacement for our original equipment.
Pros and Cons
  • Continue to maintain a very reliable cloud PBX, this is super important because we rely on our contact centers to support our customers.
  • Listen to customers’ needs and try to implement these new features into their system.
Likelihood to Recommend
With 8x8 solution it makes very easy to fire up a new call center with a third-party partner when needed.
Not always easy to set up a new toll-free number from Latin America or South America.

8x8 needs to have more options to do multifactor authentication for for agents to do this so that they are 100% PCI compliant.

8x8 is well worth a second look

Rating: 10 out of 10
Incentivized
July 28, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
We use Contact Center to run the customer support department by taking incoming calls and live chat requests. Contact Center helps us maintain records for customers and provides detailed metrics reporting.
Pros and Cons
  • Ease of management and configuration
  • Simple built-in CRM tool
  • Call queue monitor
  • Reporting
Likelihood to Recommend
Training and onboarding was very good. 8x8 provided an dedicated team to help set up and familiarize the team with the product. Billing only started once we went live, and until that point we had a fully functional test platform with temporary numbers for everyone involved.
Going live took all of 45 minutes.

RETIREMENT OF BILLING MANIA LIFE

Rating: 10 out of 10
Incentivized
July 24, 2023
TM
Tressie Mansfield
Billing Clerk
WOMAN CARE (Medical Practice, 501-1000 employees)
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
Use Cases and Deployment Scope
I work in the billing department for a medical practice, and received communication daily from 8x8 as a tool of payment communication from our vendors. I believe this is an effective and easy way to keep track of my documents. I have in the past experience a lack of documents and had to reach out to the it depatment, however it was a smooth process and the techs were efficent and polite. I enjoy using this tool and would recommend to other people
Pros and Cons
  • CONSISTENCY
  • KINDESS
  • EFFECIENT
Likelihood to Recommend
The only issue I've ever experience was a lack of communication due to 8x8 not sending fax documents for a lengthy period. However, once I've reached out to support, they are very helpful in ensuring the matter is fixed.

Donuts

Rating: 7 out of 10
Incentivized
July 20, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
Use Cases and Deployment Scope
I like it. The only problem is when the internet is down. It is too. However, it is easy to learn and easy to use most of the time.
Pros and Cons
  • customer service
  • I like that you can have several lines. You are not limited.
  • Easy to use/ figure out.
Likelihood to Recommend

Decent product but not great for our organization.

Rating: 5 out of 10
Incentivized
July 20, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
We are a small nonprofit and used the 8x8 Contact Center as our intake line. Our agency would get up to 15 calls on average per day. We only had up to 3 users in the 8x8 Contact Center. We would log into the 8x8 Contact Center each morning and mark ourselves as "available". We had the 8x8 Contact Center set up in a way that evenly distributed calls to the people logged in. I would not recommend this format for small organizations. In my opinion, the 8x8 Contact Center seems to be designed for larger organizations with many different queues. We only used the 8x8 Contact Center for 1 queue because all calls ended up routed to 3 people. In my experience, it was too complex for the simple function we needed it for.
Pros and Cons
  • distributing calls
  • ability to change availability status
  • tracking calls per queue
Likelihood to Recommend
We had a vision that our agency would route specific calls into specific queues and designated staff would be assigned to different queues. For the short time that we were doing this, it worked great. We quickly switched to a different format. We routed all calls to one queue and 2-3 staff members were responsible for this 1 queue. In my experience, it was easier to just set up a ring group for the agencies main line and split calls evenly.

All inclusive call center experience

Rating: 10 out of 10
Incentivized
July 20, 2023
RB
Robert Binnall
Client Relations Manager
RT Consulting LLC (Insurance, 11-50 employees)
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
View profile
Use Cases and Deployment Scope
We use 8x8 Contact Center to triage all of our client call centers and redirect calls as needed to available representatives or escalate calls to managers. Additionally, we utilize 8x8 Contact Center metrics to calculate our team’s performance and analyze what we can do to adjust our systems to better serve our client’s needs. We also heavily utilize the call recording and whisper features to evaluate team performance and offer regular feedback to our team.
Pros and Cons
  • Reporting
  • Call recording
Likelihood to Recommend
We very much enjoy the call recording as it is a great system for checks and balances when dealing with challenging scenarios to reassure our clients that our team is providing top quality services. On numerous occasions we have pulled recordings and have been able to share them with our clients so they can see the great work that our team does daily.

Efficient most of the time.

Rating: 8 out of 10
Incentivized
June 18, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
I do quality control. I listen to calls, both recorded and lived, and grade them to ensure they meet the metrics we have set.
Pros and Cons
  • Shows the queue.
  • Makes it easy to pull and download calls.
  • Shows statuses visibly.
Likelihood to Recommend
Employees will randomly not be able to receive calls or the caller cannot hear them with or without headphones. 8x8 is easy to navigate.

Reporting is Excellent, However Support is Lacking

Rating: 5 out of 10
Incentivized
May 29, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
8x8 Contact Center has been our enterprise phone solution for 2 years. We use it for Contact Center, basic VoIP, as well as forwarding.
Pros and Cons
  • Setting up call trees
  • Reporting
Likelihood to Recommend
The basic setup is simple once you get used to 8x8's inconsistent naming across their products. The system is as reliable as any. However, when an outage occurs or a problem with services is discovered, their technical support is abysmal in my opinion. In my experience, it can be days for a qualified support person to make contact and then factor in more time for a fix to be implemented.

8x8 small contact center usage

Rating: 8 out of 10
Incentivized
May 03, 2023
DG
Deanna Garcia
Contact Center Manager
StateServ Medical (Hospital & Health Care, 1001-5000 employees)
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
We use the 8x8 system as a virtual phone for all of our work at home employees. There are some issues that arise with software updates and it kicking people out a lot but over all we have been able to utilize it. I recently have been doing more research on 8x8 to better understand it and to expand my skills into WFM. There have been a lot of features that my company does not currently use but hope to use in the future.
Pros and Cons
  • call recordings
  • ease of using the system/navigation
Likelihood to Recommend
Using this in a virtual setting is excellent, very cost effective to the company and ensures that we can track what calls our employees are doing. I would like to see where it flags for short calls, maybe where it just rang and hung up. I see this with agents trying to reach their call numbers and I have to go in and do some research. I have not found a way to be notified to point those calls out. I would also like to see a streamlined adherence report that we can just pull and hand out to agents.

IT analyst review high level

Rating: 7 out of 10
Incentivized
May 01, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
Use Cases and Deployment Scope
For our sales dept. They don't deem to have too many issues with it most of the time. It replaces the previous cisco call manager we used to use on prem. We no longer have to manage that system and only have to manager users from the cloud application, which alleviates some day to day work, but can also cause a headache if there is an issue that we need fixed in a hurry.
Pros and Cons
  • routes calls to active agents.
  • some reporting
  • allows for supervisor management
Likelihood to Recommend
Small business sales. Somewhere with a smaller IT team that can't manage a larger phone system and wants some reporting on metrics.

Disappointed

Rating: 1 out of 10
Incentivized
April 18, 2023
Verified User
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
We use 8x8 for our call center staff and our entire organization utilizes the phone and meeting solution. I feel the service from our account manager is lacking. As a prior account manager for software, I have never experienced an individual who cannot assist a customer with running reports, requesting reports or overall functionality of your product. Our account manager lacks knowledge, expertise on her own products and offered to show me links where I could purchase additional reports or training for me to run those reports. To me, this is unacceptable for any customer. I tried for 4 months to obtain or have the account manager show me how to run a staffing report. She had to get tech support involved, which resulted in hours of my time on the phone over the course of different days. At the end, I accepted what was generated, but it was not a staffing report. This was simply out of shear frustration and not wanting to commit any additional time to get ONE report! All follow ups or requests with my account manager result in her sending me links to do all myself. These links are never what I need or requested. Looks like Five9 may be in our future!
Pros and Cons
  • live call monitoring
Likelihood to Recommend
already gave specifics. I've spent more time on this survey than your Account Manager has spent with me in 4 months!

Honesty and Knowledge

Rating: 10 out of 10
Incentivized
March 07, 2023
FO
Fernando Olivares
Claims Support Agent
Fred Loya (Insurance, 5001-10,000 employees)
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
Use Cases and Deployment Scope
To answer customer service calls in a more organized way, with caller ID knowing all the time who is the person calling and/or what type of call I'm receiving.
Pros and Cons
  • Identify the caller
  • Type of call received
  • Duration of call
Likelihood to Recommend
Well suited when I know who's calling and what type of call I'm receiving.

great and trust worthy

Rating: 10 out of 10
Incentivized
March 07, 2023
EB
Erica Belmontes
Supervisor
Fred Loya (Insurance, 1001-5000 employees)
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
I use 8X8 for receiving calls and for our agents to log in and take calls from our queues. Great for monitoring
Pros and Cons
  • Easy to pull calls
  • Easy login
  • Great for broadcasting messages
Likelihood to Recommend
I think the 8X8 is easy to access for new employees whom have not worked with the system. I do feel we need more ways to message groups.
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