Skip to main content
TrustRadius
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…

Read more

Learn from top reviewers

You will not regret choosing 8x8 Contact Center for your company

Rating: 10 out of 10
October 1, 2024
IncentivizedVetted ReviewVerified User
We use it in so many ways to help our patients and our day-to-day schedule. This allows us to see our call volume at certain times so that we can navigate employee schedules t...
Continue reading
Debra Cole
Administrator - Customer Service
Contact Center Lead Supervisor
Dental Town/D4C
8x8 Contact Center2 years of experience

The ability to create complex call flows with 8x8 Contact Center

Rating: 7 out of 10
October 1, 2024
IncentivizedVetted ReviewVerified User
Routing calls through auto attendant to customer service departments. 8x8 Contact Center addresses traditional broadcast ring group issues, and puts callers in prioritized cal...
Continue reading
Matthew Nagy
Vice-President - Engineering
VP of Engineering
Doorify MLS
8x8 Contact Center10 years of experience

A Flexible and Robust Contact Center Solution

Rating: 10 out of 10
September 27, 2024
IncentivizedVetted ReviewVerified User
We use 8x8's VCC for two patient-facing contact centers as well as an internal technical support contact center. The customization possibilities, self service, and robust repo...
Continue reading
Joseph Michelli
Administrator - Information Technology
Telephony Administrator
Marathon Health
8x8 Contact Center3 years of experience
Verified on LinkedIn

8 X 8 is GREAT.

Rating: 10 out of 10
September 27, 2024
IncentivizedVetted ReviewVerified User
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...
Continue reading
Darlene Downs Jones
Employee - Finance and Accounting
Credentialing Specialist
Pinnacle GI Partners PC
8x8 Contact Center2 years of experience

I Highly Recommend 8x8 Contact Center A+

Rating: 9 out of 10
September 26, 2024
IncentivizedVetted ReviewVerified User
8x8 Contact Center has been our choice for internal and external communications for over 8 years. With COVID-19 we first needed to shrink and then greatly expand our number of...
Continue reading
Mark Weingarten
Vice-President - Customer Service
Vice President, Patient Services
Affiliated Physicians
8x8 Contact Center8 years of experience
Log in with LinkedIn to see content from your network

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

Return to navigation

Pricing

View all pricing
8x8 Contact Center

8x8 Contact Center

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

Would you like us to let the vendor know that you want pricing?

9 people also want pricing

Alternatives Pricing

Amazon Connect

Amazon Connect

Free
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…

Five9

Five9

N/A
Unavailable
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.

Return to navigation

Product Demos

8x8 Agent Workspace

Navattic
Return to navigation

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.

6.4
Avg 8.3

Workforce Optimization (WFO)

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

7
Avg 8.2
Return to navigation

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 Integrations

8x8 Contact Center Competitors

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 Predictive dialing highest, with a score of 7.9.

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

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 30)

Good product, but support and account reps leave a bit to be desired

Rating: 8 out of 10
Incentivized
February 13, 2020
Verified User
Manager in Corporate
Computer Software Company, 51-200 employees
Vetted Review
Verified User
8x8 Contact Center
4 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Call queue display is easily consumed but provides the correct amount of detail.
  • Metrics assist with business improvement.
Cons
  • Customer support was not knowledgeable at times.
  • Account representative did not communicate effectively.
Likelihood to Recommend
8x8 provides a lightweight contact center with the right amount of metrics to provide guidance on areas in need of improvement. The product itself does what's needed, but they could benefit from improvements to their personnel. My personal experience with 8x8 support has been good, but numerous users that I support have voiced their frustration with support and account representatives.

Disappointed

Rating: 1 out of 10
Incentivized
April 18, 2023
Verified User
Manager in Customer Service
Insurance Company, 51-200 employees
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
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!
Pros
  • live call monitoring
Cons
  • 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
Likelihood to Recommend
already gave specifics. I've spent more time on this survey than your Account Manager has spent with me in 4 months!

The WORST service from 8x8 Contact Center

Rating: 1 out of 10
July 20, 2021
SS
Sannith Shet
Account Manager in Other
Vesta Teleradiology (Health, Wellness and Fitness, 51-200 employees)
Vetted Review
Verified User
8x8 Contact Center
6 years of experience
Use Cases and Deployment Scope
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.
Cons
  • Billing is the one they have to concentrate mainly.
  • The account Manager who they assign is never to be seen.
Likelihood to Recommend
A company must discuss or inform every single charge with the customers ahead of time. They cannot just deduct as they wish.

8x8 is Great!

Rating: 9 out of 10
Incentivized
October 16, 2020
JM
John Mendoza
President
HOME WEALTH FINANCIAL (Insurance, 1-10 employees)
Vetted Review
Verified User
8x8 Contact Center
15 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • VOIP
  • Video Conference
  • Fax
Cons
  • Agent language barrier
  • response time
  • better communication with account manager
Likelihood to Recommend
I think that during the COVID-19 pandemic, 8x8 Contact Center has done a great job with their video conferencing.

Unsure about IP again!

Rating: 5 out of 10
Incentivized
February 12, 2020
JH
Jose Hermida
/ Phone Administrator
SCA Appraisal Company (Automotive, 51-200 employees)
Vetted Review
Verified User
8x8 Contact Center
7 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • Ease of use for caller queues.
  • Ability to overflow calls when a high influx of calls has presented itself.
Cons
  • 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.
Likelihood to Recommend
Generally, the contact center works well. However, setting up or updating is a pain in the neck, and when you call in for help they ask if you have gone through the help online. I am not interested in a self-service phone system. first of all; I have no time for this.
Return to navigation