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.JPEG8x8, Inc.Contact Center Connection Makes for Happy Customers (Internal as well as External)2019-04-04T14:37:08.400ZWe 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, SlackMichael Furman8X8, the total package.2019-08-07T02:33:51.029ZWe 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 SenseMIKE BARBARO8x8 brought agility and reduced our cost to operate a phone system.2019-03-27T23:12:19.464Z8x8 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,LiveChatDanny FuentesA Functional Software with Excellent Uptime and Support2019-05-10T19:23:28.675Z8x8 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 WebinarVerified User8x8 VCC Review2019-03-29T19:00:22.171ZOur 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 IVRsVerified User8x8 Virtual Contact Center utilized to improve customer service and revenue2018-11-01T15:15:27.401Z8x8 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.Bryan Simms8x8 dramatically reduces communications costs2018-11-12T22:26:25.901ZWe 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, BoxRon Peri
Unspecified
8x8 Contact Center
17 Ratings
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