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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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Recent Reviews

8x8 will work for you!

8 out of 10
November 13, 2023
Incentivized
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different …
Continue reading

Donuts

7 out of 10
July 20, 2023
Incentivized
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
Read all reviews

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

View all 21 features
  • Warm transfer (115)
    8.1
    81%
  • Call forwarding (119)
    8.0
    80%
  • Agent dashboard (116)
    7.8
    78%
  • Call tracking (115)
    6.9
    69%

Reviewer Pros & Cons

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Pricing

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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

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Alternatives Pricing

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…

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.

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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.

7
Avg 8.4

Workforce Optimization (WFO)

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

7.9
Avg 8.3
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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 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 Warm transfer and Omnichannel inbound routing and Recording highest, with a score of 8.1.

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

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Reviews and Ratings

(297)

Attribute Ratings

Reviews

(1-25 of 135)
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March 11, 2024

8 X 8 is GREAT.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Customer Service.
  • Instructions
  • Voice Messages.
  • Caller ID.
  • All is great!
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • The ability to record calls
  • click to dial feature help us to avoid dialing to wrong numbers
  • integration with Netsuite
  • script creation is a buit confusing
  • we never found a way to transfer a call from Contact Center to a non-CC user. The call drops as soon as the user who transfered the call hungs up this phone
  • supervisor monitoring calls could be easier
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • Call routing options are limited
  • Interflow and overflow
  • Pricing
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
  • 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
  • It would be nice if you were able to make changes directly in a queue rather than having to script it. When calls are transferred to a queue manually it bypasses any scripts and you have very little customization
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
November 13, 2023

8x8 will work for you!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • The use of the chat function for quick issue resolution
  • Quick assistance when I've needed help finding a report
  • Excellent Dashboard functionality
  • When trying to pull a call for a particular time-you have to go into the journey map, rather than being able to see it right from the main screen in the Quality Managment
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.
November 07, 2023

8x8 Contact Center

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is our sole VOIP service. We utilize both 8x8 Contact Center for our call center. 8x8 office for the basic office utilization.
  • Call Scripts
  • Auto Attendant
  • Video Confrencing
  • UI for VCC
  • Creating User Groups for different sites
  • Workflow for VCC
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.
November 06, 2023

Honest Opinion

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use this technology for our daily phone activity.
  • allows view of persons currently using
  • messaging is fast and easy
  • easily manageable
  • Hard to hear most times
  • Changes status spontaneously
  • Logs persons in and out of systems spontaneously
Less effective in emergency situations or power outages
John Geanakos | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
I use it for all external and some internal communication both phone and text (sometimes fax). I use it to screen share especially.
  • Phone
  • Text
  • Fax
  • Call forwarding
  • Voice Mail
  • Cannot attach notes to the contacts.
  • Cannot think of anything else.
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Data
  • Analysis for business decisions
  • Insights
  • None for now
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
8x8 is used in the call center to for outbound and inbound calls. It is also used to host information for clients and patients.
  • Make outbound calls
  • Send text messages
  • Host information
  • 8x8 contact center and work needs to be integrated
I love the outbound call autodial feature within 8x8
July 31, 2023

Great partnership

Jondre Chandler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • Still waiting on 8x8 to improve their whisper feature per channel not per queue.
  • Waiting for them to merge 8x8 work and with VCC so it's single point of access to do all administrative work.
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Ease of management and configuration
  • Simple built-in CRM tool
  • Call queue monitor
  • Reporting
  • UI on their CRM tool
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
  • CONSISTENCY
  • KINDESS
  • EFFECIENT
  • JAMS
  • READABLE DOCUMENT
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.
July 20, 2023

Donuts

Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
  • customer service
  • I like that you can have several lines. You are not limited.
  • Easy to use/ figure out.
  • training when first put in.
  • Changing the messages.
  • In my experience, when they say someone will be in touch with you, they need to follow through.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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.
  • distributing calls
  • ability to change availability status
  • tracking calls per queue
  • wish we could have gotten details about a call sitting in a queue by clicking the number
  • in my experience, wasn't compatible with all browsers
  • wasn't able to use the contact center on my phone
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.
Robert Binnall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Reporting
  • Call recording
  • Reports sent directly to inbox
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I do quality control. I listen to calls, both recorded and lived, and grade them to ensure they meet the metrics we have set.
  • Shows the queue.
  • Makes it easy to pull and download calls.
  • Shows statuses visibly.
  • Technical support staff knowledge.
  • Technical issues.
  • Faster turn around time for tickets submitted.
Employees will randomly not be able to receive calls or the caller cannot hear them with or without headphones. 8x8 is easy to navigate.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
8x8 Contact Center has been our enterprise phone solution for 2 years. We use it for Contact Center, basic VoIP, as well as forwarding.
  • Setting up call trees
  • Reporting
  • Technical Support
  • Sales Support
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • call recordings
  • ease of using the system/navigation
  • building reports
  • tracking adherence
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.
May 03, 2023

8x8 Y/N

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Call Routing, Quality management, IVR.
  • Call Routing
  • Reporting
  • Quality Management
  • Case Management (CRM)
  • reporting could be more robust
  • still switching components to web based
Small to medium based business. Can do most of what the industry leaders are doing.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
  • routes calls to active agents.
  • some reporting
  • allows for supervisor management
  • low level customer service. We had to make a big deal before we got decent responses and response times.
Small business sales. Somewhere with a smaller IT team that can't manage a larger phone system and wants some reporting on metrics.
April 18, 2023

Disappointed

Score 1 out of 10
Vetted Review
Verified User
Incentivized
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!
  • live call monitoring
  • account management
  • staffing reports made available as canned reports
  • knowledge/expertise of account managers
  • follow up of account manager
  • follow through of account manager
  • provide training free of charge on reporting
already gave specifics. I've spent more time on this survey than your Account Manager has spent with me in 4 months!
March 07, 2023

Honesty and Knowledge

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Identify the caller
  • Type of call received
  • Duration of call
  • Dropped calls
  • Background noises
  • Calls that roll over after one ring
Well suited when I know who's calling and what type of call I'm receiving.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use 8X8 for receiving calls and for our agents to log in and take calls from our queues. Great for monitoring
  • Easy to pull calls
  • Easy login
  • Great for broadcasting messages
  • Logging someone out for breaks
  • Adding and removing queues
  • being able to reply back on a broadcast message to whomever sent the message
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.
December 21, 2022

8x8 saves the day

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use 8x8 for inbound and outbound calls for Sales and Support, and we use 8x8 to monitor performance and establish analytics with all the tools provided. 8x8 allows managers to view callbacks from callers for training purposes and to better understand what our day-to-day callers are like. We also use 8x8 to properly transfer customers to another agent and it works perfectly. Lastly, we use the desktop app. The desktop app lets us use our personal numbers to reach out to customers and also lets us use video conferencing. This is a huge plus for us as we are able to share our screen and have meetings with multiple guests at once. Lastly we are able to see one another status in the queue, this helps us organize meetings and allows us to go on lunch fluidly.
  • View Employee Statuses
  • Record Playbacks with correct call back information
  • Provide great analytics for employee performance
  • UI could be more fluid
8x8 is great for all uses cases within a call center, the only downside is not being able to see customer information when transferring within the company. The next user will see my number instead of the customers. This can cause some confusion if we need to look back or are trying to find a playback but it isnt a huge deal that causes to many problems.
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