8 X 8 is GREAT.
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature …
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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Popular Features
- Warm transfer (115)8.080%
- Call forwarding (119)8.080%
- Agent dashboard (116)7.878%
- Call tracking (115)6.969%
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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.
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- Premium Consulting/Integration Services
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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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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
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.
Reviewers rate Omnichannel inbound routing 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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(1-25 of 28)Companies can't remove reviews or game the system. Here's why
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
May 01, 2023
IT analyst review high level
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.
April 18, 2023
Disappointed
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
December 21, 2022
8x8 saves the day
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
December 15, 2022
Application for New Age Dynamic Contact Center
Ours was a decentralized contact center back in 2013. In mid-2013 we thought to have a centralized helpdesk to support our clients 24/7 and for that, we needed a tool to receive calls, emails, and chat. We explored a few applications available in the market at that point in time. Among those, we were locked on 8x8 Contact Center for its features such as login from anywhere, interactive dashboards, and non-dependable extracting of customized reports. It is user-friendly and does not require a lot of training for agents to use it. Also, it is very simple to manage for configuration managers. We have recommended 8x8 Contact Center to a few other accounts within the organization and quite a few accounts opted for using the same technology to run their business.
- Easy to access the application from any part of world no restriction what so ever.
- Customized reporting and interactive dashboard on the go.
- Application support is amazing as soon as you log a ticket you will see the support engineer starts working on it and issues will get resolved, and you will keep informed and loop in every communication.
- I feel 8x8 Contact Center should spend some time on softphone support. They should have their own softphone.
- Automation of reports. For example: if I need a specific report every Monday, a user should have the option to schedule a report and it should get generated at the given time.
- I feel you should focus on plug-and-play concepts and easy to configure as Amazon Connect.
December 15, 2022
Great Solution for Contact Centers!
8x8 is a great solution for businesses needing multiple lines for clients, who run call center metrics, and manage a call center. The reporting tools and set up are extremely user friendly and allow for great customization. We depend on 8x8 for managing our client lines, running weekly, monthly, and annual reports. The customer service team there is highly reachable and able to troubleshoot anything needed. We really enjoy using 8x8 for our call center and they are critical to our success and the work that we do for our clients.
- Reporting
- Real time metrics
- Managing of multiple phone lines
- None at this time
October 17, 2022
8x8 Contact Center, Great Solutions with some 'Quirks'
Our entire organization migrated from an on premise VoIP system to 8x8 Contact Center to solve many hurdles we faced, including the recent pandemic and how that changed the needs of the organization due to working from home. This solved our need for a more modern, cloud-based solution, and provided remote administration capabilities as well as multi-platform solutions for our users.
- 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
- 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
- 8x8 comes with great onboarding support.
- Post-sale support through the online ticket system is painfully slow.
- It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
- The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Score 9 out of 10
Vetted Review
Verified User
THIS PRODUCT IS A GREAT TOOL USED IN ALL CUSTOMER SERVICE JOBS. I LIKE HOW IT IS USED TO COMMUNICATE WITH OTHER EMPLOYEES, MANAGERS, SUPERVISORS, AND CLIENTS WE ARE ASSIGNED TO CALL. I AM SATISFIED THAT THE CALL ALWAYS ARE ON POINT AND THERE IS NO RARE PROBLEM USING IT AT FRED LOYA INSURANCE.
- CALLING CLIENTS
- GOOD WITH SENDING MESSAGES
- RECORDING CALLS IF WE MISSED ANY INFORMATION PROVIDED FROM CUSTOMERS
- GETTING CALLS FROM ALL DEPARTMENTS
- AT TRANSFERING CALLS
- TO SEND PERSONAL MESSAGES
June 13, 2022
Simple and Easy!
Score 9 out of 10
Vetted Review
Verified User
I HAVE BEEN USING THIS SYSTEM FOR ABOUT TWO YEARS. I USE 8X8 CONTACT EVERY DAY TO PROVIDE ASSISTANCE TO CUSTOMERS. THIS SYSTEM HAS MADE MAKING CALLS MORE EFFICIENT. IT ALSO ALLOWS FOR FAST COMMUNICATION WITH MANAGERS OR PEERS WHEN NEEDING ASSISTANCE ON CALLS
- SYSTEM IS PRETTY EASY TO USE
- SYSTEM LOADS FAST
- RARELY CRASHES
- SYSTEM CRASHES SOMETIMES
- SOMETIMES SYSTEM DROPS CALLS WHEN TRANSFERING
- SOMETIMES SYSTEM WILL NOT ALLOW YOU TO GO BACK TO CALL WHEN PLACED ON HOLD
June 11, 2022
Truthful and my personal opinion!
I really enjoy using this program, it's fast and easy to use. It has made my job a lot much easier with this new program.
- 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
December 05, 2021
Speedy help when you need it
8x8 Contact Center is being used by several clinics and will eventually be used in all that have [the] capability to run VOIP. It will help all VCA clinics be on the same phone system [creating] greater technical support when needed.
- We love the support
- The online portal is helpful
- Single contact person for manager only
October 29, 2021
8x8 equals 10!
Sparkhound utilizes the 8x8 Contact Center platform in two primary business units within the company, our 24x7x365 IT Service Desk and our Customer Service Call Centers. In each instance, we take advantage of the flexibility and scalability of the 8x8 platform to help us develop customized solutions that meet the needs of our clients. Whether it be creating custom IVR scripts, complex workflows or highly detailed reporting, we are able to complete the tasks at hand and deliver a great experience.
- Flexible IVR configuration
- Strong reporting
- Exceptional uptime
- Ease of use and configuration for our staff
- Administration dashboard
July 20, 2021
The WORST service from 8x8 Contact Center
Score 1 out of 10
Vetted Review
Verified User
8x8 Contact Center was being used across the organization. We have had double charges for several months. At one point we realized that we were paying more than what we are using, we talked to the 8x8 Contact Center. To our disappointment, they only refunded 3 months of extra charges. After all this, we decided to cancel the subscription with them, the cancellation procedure took nearly 2 months to complete. During this time, I talked to them several times, nobody informed me about the cancellation fee. Again, I spoke to customer care a couple of weeks before the account cancellation checking if there are any charges for canceling, their answer was "none". But after canceling the account, they charge us $650.60, which was not discussed or informed at any point. A company must discuss or inform every single charge with the customers ahead of time. They cannot just deduct as they wish.
We utilize 8x8 Contact Center for every Account Executive in the company, as well as our customer and sales support staff. It is used to talk to our customers as well and communicate with each other, and is utilized not only in house, but from many of our employees who work remotely in our COVID 19 environment. It made the transition into a remote worker philosophy seamless, as the 8x8 platform can be used from anywhere without any changes or alterations from the end user. They have been very responsive to our needs, and replace defective equipment quickly and easily.
- 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.
January 29, 2021
Help is only a click away!
We use 8x8 in our medical office for all of our incoming/outgoing calls and messages. Especially helpful during the 2020-2021 year to update patients on new covid measures and procedures.
- Availability at all times, does not seem to matter the time zone.
- Willingness to help, (tech worked with me on Christmas eve to trouble shoot our issues).
- Every staff member that I've spoken with has been extremely patient and professionals, even when dealing with my obvious frustrations.
- Speaking with a live representative quickly. I always seem to have to navigate an automated help center before I can contact a live representative.
- Time wasted with text "chatting", I have to do a lot of back and forth with a support representative when a simple voice call would eliminate a lot of back and forth to explain the issue in detail
- rep should review previous case on file re:same issue
- I've needed to call for assistance three separate times in three consecutive weeks, not sure if previous cases/calls get recorded into our account history, but considering all of our issues are related it would be helpful if each consecutive support person was able to review recent related calls.
January 20, 2021
Always go the extra mile to help solve a problem.
I use the 8X8 Contact Center any time I need to make a change to one of the user's accounts to update their current information. They are always more than happy to help and I can give them access to my computer so they can show me where to go and what to do in case I need to change things in the future.
- Change user information
- Add or delete users
- Problem solving
- Can take a long time
- Sometimes hard to understand
November 04, 2020
8x8 Saves the Day During Covid / Shelter in Place
Rush Order is currently using 8x8 Contact Center throughout our company. We have our client's numbers ported over to us as well as our main telephone company telephone line. By using 8x8, this has eliminated all problems we were experiencing with our previous phone solution.
- Smooth transition through the phone tree
- Great quality of calls with little to no interruptions/dropped calls
- Great support when needed
- Scripts can be a little more user friendly
- When updates happen and functions change more alerts to those specific changes
- Providing additional storage for recorded calls at a more reasonable price
October 29, 2020
First Call = Fast and Finshed
I use 8X8 VOIP for my company and all my employees. 8x8 Contact Center helps us all but mostly me when there is an issue. They are fast and professional and resolve the issues usually within the first call. I don't know many companies who can do that. Speed in my business is essential, and they get it done fast. Lastly, downtime is a real issue in Insurance, and over the many years we have never been down but once for 4 hours due to some programming issues but that was resolved the same day also.
- Professional
- Easy to work with and understand
- Very knowledgeable about their systems
- Extremely fast
- Mobile apps are a little dated but a new app is in the works.
- Some of the online learning could be a little clearer for non-users.
October 16, 2020
8x8 is Great!
I love using 8x8 Contact Center. It is compatible with Salesforce and has faxing and text features. It also has video conferencing that works great. I have been with 8x8 since 2005 and have tried other services. The only negative is that lately the service has been delayed and sometimes it is hard to understand the agents on the phone. I have also added another phone in another state, which is working great.
- VOIP
- Video Conference
- Fax
- Agent language barrier
- response time
- better communication with account manager
August 18, 2020
We use 8x8 every day, without a hitch!
I have been in charge of our 8x8 account here at Wearparts since I started working here 4 years ago. We have two offices and many of our salesmen are offsite. We all use the 8x8 app and have Polycom phones at each of our desks. 8x8 is used across the whole organization. We have never had an issue with 8x8. In fact, the Virtual Office Account Manger area on the 8x8 site is very easy to navigate and if we do have any issues, we can usually figure them out on there.
- The contact center is very easy to navigate. If I have any issues, I can usually sort them out there.
- If we are unable to figure out an issue, we can call the Contact Center and they can help us fast and efficiently.
- We have yet to come across any areas where 8x8 Contact Center has room to improve. The very few issues we have ever come across have been handled.
August 14, 2020
New Office Assistant Happy With 8x8
The whole organization uses 8x8 Contact Center, so we are all able to easily reach each other using our extensions. We have a ring list set up so that if I don't pick up a client or business call that comes through to the main line, my manager is able to pick up the call. If she does not pick it up, a third person may pick it up. That's really helpful; I may not be able to pick up the call because I am in the kitchen, in a different part of the office, or in the restroom, but I don't want those who call in to not reach a person. The fact that the phone doesn't take calls from external callers outside of work hours is great because then we can better stick to work hours, but if we need to talk internally on the phone, the phones will still ring. Being able to check my own voicemail box and also the main voicemail box helps me to do my job well. Easily accessing a list of missed calls, received calls, and dialed calls can help me stay on top of best numbers to reach clients and prospects, and call people back.
- Service 24/7, despite time differences
- Email follow-up with articles and the ability to reply to update ticket
- Ring list for calls to be picked up by multiple people for increased customer service success
- Polite customer service professionals that take service calls and help fix problems
- Do not disturb option
- The away messages seem to not always work right (weekend away message gets played when I'm on do not disturb for a few minutes or if there is a glitch)
- 8x8 phones have a hard time getting through firewalls with remote working (I had MAJOR phone issues trying to work remotely with my 8x8 phone in another office)
- Some of the customer service reps are not knowledgeable. BUT MOST ARE!
August 13, 2020
Very reliable, resourceful and efficient tool.
The 8x8 Contact Center has been used by all staff members of my team. I found this product very helpful and resourceful. During the COVID-19 pandemic, it is crucial that our company establish good communication between our customers and employees, and 8x8 has certainly provided us with the mobility, practicality, and reliable service that we need to maintain our fast pace day operations effectively.
I also have to mention that the 8x8 customer service and technical support has been very helpful to our company during these past few years.
I also have to mention that the 8x8 customer service and technical support has been very helpful to our company during these past few years.
- The ability to log in to your account where ever you are is very resourceful.
- The desktop application is also very good.
- Sending faxes through the desktop application is very easy.
- Texting clients using the virtual office is very helpful.
- The Account Manager page can be confusing.
- It would be nice to have tutorial videos guiding us through the steps of setting up sub-menus, auto attendant etc.
February 25, 2020
That Canadian Review
We use the program in our in-house contact center. Currently, it is only used to handle inbound/outbound calls from and to our customers by the customer service reps. We received calls from customers across North America and at times make a call back across the same geo.
Additionally, I use the reporting suite to generate tracking and reporting to senior management on our various KPIs.
For us, it provides a user-friendly CMS without having to house equipment and servers onsite.
- Each CSR has the ability to see the entire team's status on their dashboard, which makes it very useful when they need to consult or transfer within the department.
- The reporting options cover all of the main metrics that I want to track and report on and are fairly easy to set up for repetitive usage or for one-off needs. There are also methods of creating auto-generated reports that are delivered to specified inboxes.
- We do seem to run into spontaneous latency where at a random time, the CSRs will have difficulty closing a call, transferring etc.
- There will be times when a CSR has to restart the application as it has 'locked up'.
February 13, 2020
Good product, but support and account reps leave a bit to be desired
8x8 Contact Center is used by our product support staff. It allows us access to different call metrics which are used to improve customer satisfaction. We monitor hold times to allow us to respond appropriately by increasing available agents, we look at abandonment rates which indicate inefficiencies in our processes, and we look at call duration to determine if specific support agents require additional training.
- Call queue display is easily consumed but provides the correct amount of detail.
- Metrics assist with business improvement.
- Customer support was not knowledgeable at times.
- Account representative did not communicate effectively.
February 12, 2020
Unsure about IP again!
Contact Center is mainly used by our customer service team, but we also have 2 other departments that use it—Claims management and Material Damage. We are an auto damage appraisal company that works directly with insurance companies and vehicle owners.
- Ease of use for caller queues.
- Ability to overflow calls when a high influx of calls has presented itself.
- Contact Center for us would run more smoothly if it was connected to the Virtual Office.
- Setting up, creating, and updating scripts in the IVR is very difficult.