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…
8x8 saved us from huge headaches during the pandemic. And still is
8x8 Contact Center Review
Decent product but very expensive
8x8 will work for you!
8x8 Contact Center
Honest Opinion
8x8 Contact Center Contact Center Killer!
8x8 Helps us connect and make better business decisions
8x8 is the way to go if you want to improve customer satisfaction
Great partnership
8x8 is well worth a second look
RETIREMENT OF BILLING MANIA LIFE
Donuts
Decent product but not great for our organization.
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
Popular Features
- Warm transfer (115)8.080%
- Call forwarding (119)8.080%
- Agent dashboard (116)7.878%
- Call tracking (115)6.969%
Reviewer Pros & Cons
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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9 people also want pricing
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What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
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.
- 7.8Agent dashboard(116) Ratings
Enables agents to track and view their individual and team performance.
- 6.9Validate callers(105) Ratings
Authenticates inbound callers with a customer ID.
- 8Outbound response(102) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8Call forwarding(119) Ratings
Forwarding of calls to the appropriate agents.
- 5.6Click-to-call (CTC)(77) Ratings
Allows one-click calling for agents.
- 8Warm transfer(115) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.9Predictive dialing(53) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 7.1Interactive voice response(69) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7.6REST APIs(41) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 7.4Call scripts(69) Ratings
Providing agents with a predefined conversation script.
- 6.9Call tracking(115) Ratings
Enables agents and managers to see the origin of the call.
- 4.6Multichannel integration(67) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 4.4CRM software integration(59) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.8Inbound call routing(111) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.1Omnichannel inbound routing(61) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8Recording(108) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.7Quality management(108) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.5Call analytics(108) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.4Historical reporting(100) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 9Live reporting(1) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 7.2Customer surveys(57) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Countries | 8x8’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
Comparisons
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Reviews and Ratings
(296)Attribute Ratings
- 7.7Likelihood to Renew6 ratings
- 9.1Availability2 ratings
- 9.1Performance2 ratings
- 8.3Usability21 ratings
- 3.9Support Rating52 ratings
- 9.1In-Person Training1 rating
- 8.5Implementation Rating4 ratings
- 9.1Configurability2 ratings
- 9.1Product Scalability2 ratings
- 8.6Ease of integration2 ratings
- 7.3Contract Terms and Pricing Model1 rating
Reviews
(51-75 of 135)Truthful and my personal opinion!
- Sending messages to other members and receiving messages back is very fast.
- The calls are very clear when calling and receiving them.
- Response time for assistance is incredible.
- When trying to transfer sometimes the option gets stuck so we are unable to connect calls in between
- Allows for easy communication between callers and our department
- Allows for easy communication internally
- I've noticed the system occasionally will struggle to work. Possibly just improving and updating the system it runs on so it is easier for the program to run.
- Call reports
- Call monitoring
- Distribution of calls
- Some technical issues with users being signed out.
8x8 Contact Center solid choice for Contact Centers
- Contact Centers
- Corporate that uses Teams for communication.
- On the website, small businesses can sign up for service, but you need approval which takes a few days.
8x8 Contact Center is the best solution to work remotely everywhere!
- 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.
Speedy help when you need it
- We love the support
- The online portal is helpful
- Single contact person for manager only
No better unified system for contact center needs
- 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.
- Customer Service
- Reporting
- Autonomy for the user
- Better queue prioritization options
- Better agent prioritization options
8x8 [Contact Center], The Best VoIP for small companies or startups!
- 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.
8x8 Contact Center definitely worthwhile!!
- 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.
8x8 Contact Center, always there and always delivering!
- 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.
8x8 equals 10!
- Flexible IVR configuration
- Strong reporting
- Exceptional uptime
- Ease of use and configuration for our staff
- Administration dashboard
8x8 Contact Center review - Inbound only
- 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).
I Highly Recommend 8x8 Contact Center A+
- 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.
The ups and downs
- 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.
8x8 in Customer Support
- 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.
8x8 Contact Center
- Response time.
- Clear communication.
- Understanding the root of the issue.
- Online articles
Experience with 8x8
- 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.
8x8 Contact Center Review
- 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].
Good platform, always room for improvement
- 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.
Great software for small projects. Good value for the price, although several points can be improved.
- 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
The WORST service from 8x8 Contact Center
8x8 is a must!
- Reporting.
- Call monitoring.
- Customer support.
- User friendly.
- Easy to set up.
- Implementation of WFM system.
- More customizable reporting.
- Standalone systems.
- 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.
Excellent service as usual
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