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8x8 Contact Center Reviews and Ratings

Rating: 8.8 out of 10
Score
8.8 out of 10
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Community insights

TrustRadius Insights for 8x8 Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

172 Reviews

Strong Support Tool for Billing Department

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I am able to log onto my work computer in the mornings, address any voicemails that were left during down time. I use for outgoing calls to insurance companies and it will notify me of incoming phone calls that I can take in order to answer any billing questions our customers have. Everything is in one place and therefore it makes it easier to switch between talking to someone and chatting via messaging if a co-worker at a different location is able to assist me in helping one of our patients.

Pros

  • It's really good for transferring calls within our office
  • It identifies the number of calls on hold in case someone needs to step in and help take calls
  • You can record phone conversations so that if you forget something you went over with a patient you can go back and listen to the original conversation
  • The system keeps me organized and everything is within one place

Cons

  • sometimes the alrets for voicmails or that I have a new chat message aren't noticiable; I wish you could choose a separate sound for notification.
  • In our billing department we have payment plans, disputes, and refunds we deal with and I wish there was some color coding or visual way to identify each.
  • all the buttons can be intimidating, a more basic view would be more beneficial

Likelihood to Recommend

We spend a lot of time calling insurance companies to check claim status, verify benefits, or fix denials. 8x8 is great for handling high call volume days when our team is making and receiving a ton of those calls. The call routing makes sure insurance calls go to our billing reps and patient calls go to the right team, so things don’t get mixed up. If we’re doing a compliance review or responding to an insurance dispute and need a specific recorded call from months ago, it can take some digging to find it unless we have exact details. It’s not impossible, just not super quick

VU
Verified User
Supervisor in Finance and Accounting (51-200 employees)
Vetted Review
8x8 Contact Center
5 years of experience

8x8 Contact Centre Review as per my use.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

I have been using 8x8 contact centre for the last 4 years, and I am happy to use it because it has an easy-to-use UI, HD Voice quality, and more. First time I use such smooth software, and the 8x8 customer support representative is awesome. They help me like a premium customer.

Pros

  • HD Voice quality.
  • Customer support.
  • User interface.

Cons

  • I think they should focus on customization as per user request.
  • I don't have any issues
  • Na

Likelihood to Recommend

I strongly recommend the 8x8 contact centre to my colleague. 8x8 contact centre is the best in the market on genuine price. 8x8 contact centre provides HD voice quality, awesome chat, and other actually useful features that help to increase my productivity. I noticed in my organization, everyone is happy to use 8x8 contact centre services.

TS
Tim Smith
Team Leader at American logistics Group LLC (201-500 employees)
Vetted Review
8x8 Contact Center
4 years of experience

My opinion about 8x8 contact center

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 Contact Center is used in my organization to complete day to day task like making calls, chat, support to our users. 8x8 Contact Center is employee friendly, it is simple in use but more effective. 8x8 Contact Center provides lot of features that helps to increase the productivity as per my observation.

Pros

  • Support Service
  • HD voice quality
  • User Interface

Cons

  • If resigned user delete a chat with client, then admin can not recall it
  • Support Team became helpless if a user face compliance issue

Likelihood to Recommend

8x8 Contact Center is well suited in user interface, voice quality, multiple useful features. 8x8 contact center have wonderful premium support. I appreciated its support team they always polite and happy to help us. Once we created a case of any issue. They give us update time to time automatically.

VU
Verified User
Manager in Sales (201-500 employees)
Vetted Review
8x8 Contact Center
8 years of experience

8x8 contact center is best and cost effective.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 contact center has become very helpful to us. Because it is easier to use and has an excellent response time. 8x8 contact center works very well on Windows or Mac. It provides its services. I appreciate 8x8 contact center customer support when we face any kind of issue; they provide solutions on an immediate basis.

Pros

  • 8x8 contact center has excellent uptime.
  • Customer support is awesome.
  • The user interface is very nice.

Cons

  • I did not have any major issues.
  • 8x8 needs improvements in its PS Team; sometimes, they take a long time to find a solution.

Likelihood to Recommend

According to me, it should be a 9 rating out of 10. Because it is simple to use, a new user can easily understand its features. It has great uptime, which is the backbone of any organization. My colleagues also appreciate its services. In short, no doubt that it best and cost-effective software.

VU
Verified User
Engineer in Information Technology (201-500 employees)
Vetted Review
8x8 Contact Center
8 years of experience

Happy user

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 Contact Center is a very nice and value-for-money solution. Do not buy any other software blindly because we have to regret for wrong selection. Before using 8x8 Contact Center we use another software that was costly and limited features that bond our business needs. 8x8 Contact Center has employees friendly interface and have all features that a growing business needs.

Pros

  • It has all features that a growing businesses need
  • It has wonderful customer support representative that are polite and have good knowledge to resolve issues immediately
  • Voice quality is awesome

Cons

  • Premium customer support should be implement
  • There is no TAT for long running issues

Likelihood to Recommend

All my co-workers are using 8x8 Contact Center in my office, and all are happy to use it. If anyone of my friends ask me about 8x8 Contact Center, I will give 9 out of 10. It has amazing UI, good customer support, best voice quality, all features are usable.

MK
Mike Kumar
Network security engineer in Information Technology at American logistics Group LLC (201-500 employees)
Vetted Review
8x8 Contact Center
6 years of experience

8x8 Virtual Contact Center Review

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use to VCC as our main point of entry for all calls into the business, the ability to have agents login and log out, so only available staff get presented with calls. We have the ability to get metrics from the system to show how long calls are taking, time in wrap up and logged in time.

Pros

  • Call routing
  • Reporting
  • Dashboards

Cons

  • Forwarding calls from VCC to Internal extensions
  • Amending hotkeys on handsets, requires a reboot
  • Link between VCC web and Work app

Likelihood to Recommend

Great way of working, with all the logging features and reporting, the recording features available and voice analysis is great, the wrap codes are good to see why people called and see trends, but the internal transfers work by showing the ring group / VCC as the caller and not the particular agent that is calling is annoying.

VU
Verified User
Technician in Information Technology (11-50 employees)
Vetted Review
8x8 Contact Center
2 years of experience

I am happy to use 8x8 Contact Center

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 Contact Center is helpful and honestly well for all the time. It is easy to use and can access from anywhere and when you need. We are using it from 5-6 year but we did not face any major issue. If we face any minor issue 8x8 Contact Center support team get my issue resolved. It has excellent customer support service.

Pros

  • It has excellent analytics and Reporting
  • It has awesome call quality
  • Integration with CRM is easy

Cons

  • I did not face any major issue
  • Customer support is good

Likelihood to Recommend

8x8 Contact Center is a user friendly and It is best solution for all businesses like small businesses to large businesses. 8x8 Contact Center is cost effective, Value for money. I used earlier another solution, we face issue day by day but after switching to 8x8 Contact Center we did not face any down time.

MK
Munish Kumar
Team Leader at American Logistics Group (201-500 employees)
Vetted Review
8x8 Contact Center
6 years of experience

Excellent unified Contact Center platform with insightful analytics.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 Contact Center was used as a unified call center platform by the Sales and Customer Service team. The product addressed the need to gather, collate, and be able to instantly refer to all the relevant information for a particular customer. The scope of this use case was to combine the effectiveness of the Sales and Customer Service teams and improve on delivery of service.

Pros

  • Unified platform.
  • Comprehensive analysis of calls.
  • Integration with CRM.

Cons

  • User access and setup could be simpler.
  • SSO user authentication.
  • Customisable dashboards - or "lite" versions of the app.

Likelihood to Recommend

Any organisation that has a customer-facing call center should seriously consider 8x8 as a solution. It is cost-effective and competitive on pricing, their customer service has been very responsive and knowledgeable, and the integration was seamless. It is suited to any areas where a centralised and unified call center solution is required, in particular, being able to refer to all customer data interactions. Call data analysis is also incredibly helpful.

VU
Verified User
Manager in Information Technology (51-200 employees)
Vetted Review
8x8 Contact Center
1 year of experience

8x8 Contact Center

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We are just getting enrolled in the 8x8 Contact Center and are thrilled with the different features that are available to help enhance our operational efficiency and integrate AI into our day-to-day workflow. We are particularly interested in the proactive messaging and outbound campaigns that will help us better engage with tenants, prioritize leads and conversions, and ultimately allow our leasing team to become more agile.

Pros

  • Integrates AI into business workflows in a sophisticated, but consumer friendly way
  • Helps businesses proactively, rather than reactively, engage customer base
  • Provide intuitive analytics that will help us improve our services

Cons

  • More affordable plans for the 8x8 Contact Center for smaller businesses
  • There is 8x8 for Microsoft Teams, but would like to see integration with Google Workspace/Chat/Meet, as well
  • Even more customization, particularly in messaging and campaigns

Likelihood to Recommend

8x8 Contact Center is a game-changer for our business, allowing tenants to better and more timely engage with us and us with them, thereby garnering better rapport. We believe this will help tenants have better experiences, because they will be able to contact us more seamlessly and we can provide real-time alerts of critical updates. Building more trust with our tenants through real-time communication was a big selling point.

BS
Brandon Saiki
Director of Operations at iRE, LLC (1-10 employees)
Vetted Review

8x8 Contact Centre Review

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use it as part of the unified communications and with its ability to integrate into our existing CRM it has significantly improved efficiencies across the organisation.

Pros

  • Support
  • Integration

Cons

  • Post call wrap up time

Likelihood to Recommend

We had a pretty smooth implementation process of 8x8 Contact Center. And although the technical support is great it also can be hard when we are trying to report an issue that is hard to replicate. And when this happens, the case might not be resolved fast or in a manner that we'd like it to.

VU
Verified User
Manager in Customer Service (51-200 employees)
Vetted Review
8x8 Contact Center
3 years of experience