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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- No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/plans-and…
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- Free/Freemium Version
- 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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Reviews and Ratings
(296)Attribute Ratings
Reviews
(1-25 of 89)Companies can't remove reviews or game the system. Here's why
March 11, 2024
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 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!
November 13, 2023
8x8 will work for you!
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
November 07, 2023
8x8 Contact Center
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
October 18, 2023
8x8 Helps us connect and make better business decisions
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
July 31, 2023
Great partnership
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.
July 28, 2023
8x8 is well worth a second look
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
July 24, 2023
RETIREMENT OF BILLING MANIA LIFE
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
July 20, 2023
All inclusive call center experience
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
June 18, 2023
Efficient most of the time.
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.
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 03, 2023
8x8 small contact center usage
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
May 03, 2023
8x8 Y/N
Call Routing, Quality management, IVR.
- Call Routing
- Reporting
- Quality Management
- Case Management (CRM)
- reporting could be more robust
- still switching components to web based
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 18, 2022
Simply gets it done.
Used in our public-facing helpline and customer service/donation processing centers. VCC helped us seamlessly pivot to a hybrid environment for all of our call agents without missing a beat. Thanks to the ease of management, we can have 200+ agents working anywhere and anytime.
- It's simple to create and manage user profiles.
- Metrics are presented in clear and straightforward way.
- Call flows are easily created and managed.
- Customizing it to fit our environment and business needs was challenging.
- A lot of trial and error for early adopters.
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
December 15, 2022
Looking to optimize your operations? Check out 8x8
Our agency uses 8x8 for our call center. The product is useful. The features like adding notifications and chat services helps our team communicate on a daily basis. The dashboards are great features so we can see the number of calls waiting in queue, statuses on our team, and our answer rates to help with productivity.
- Support Team is 24 hours
- Provides updates and notifications on new features and maintenance updates
- Adding new features
- Offers trainings
- As a contact center we have too many tabs open so if we can have the work phone and agent desktop combined so we only have to open one tab.
- We can dial 911 from the agent desktop and not only from the work phone only.
- Make it easier to see status on the directory so we don't have to click too many to see which agents are working and who are on busy. I know we can filter but make that more visible and easier to navigate
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.
September 19, 2022
Good Product, Needs Improvement
We use 8x8 Contact Center to schedule our patients. The product helps us understand what patients are calling about, by utilizing wrap codes. We are also able to evaluate the agents performance.
- Analytics
- Monitoring Agents
- IVR Scripting
- Wrap Codes need sub categories
- Ability to send transferred calls back to the sender if the transferred to party doesn't answer
- Include a Transferred To field within the interaction details of a transferred call
- Queue On/Off buttons, with the ability to set "Off" recordings
- The ability to export Users, Queues, and Skill
September 14, 2022
8x8 is great!
ABC Home and Commercial Services Use 8x8 Contact Center on a daily basis to interact with our customers via Phone, Email, and Chat. 8x8 helps us communicate in all these different ways on one platform
- 8x8 Contact Center is terrific at involving their current customer in new developments
- Responding to customer feedback
- Gives us the ability to communicate with our customers in a variety of different avenues
- Customer support could be quicker
- Issues with Garbled audio at times
- Requires daily cache clearing to work properly
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 14, 2022
8X8 MAKING IT EASY TO PLAY!
While working as a claims representative, I use 8x8 to place both outbound & receive inbound phone calls. From filing claims, to speaking with attorneys, 8x8 is our bridge of communication with our clients.
- User friendly
- Good analytics
- Simple overlay
- Add more custom features
- Add an additional phone line
- Add the ability to mute certain tones, such as the on-hold beep
June 13, 2022
8x8 Contact Center
Score 10 out of 10
Vetted Review
Verified User
WE USE 8X8 TO CONTACT CUSTOMERS AND OUR TEAM MEMBERS. MY PERSONAL PROBLEM IS THAT I HAVEN'T BEEN ABLE TO RECORD MY CALLS, AND I NEED TO SPEAK LOUDER IN ORDER FOR THE OTHER PERSON TO BE ABLE TO LISTEN.
- GOOD QUALITY CALLS
- BE ABLE TO CONTACT YOUR TEAM THROUGH THE APP
- LETS YOU MANAGE DIFRENT THINGS AT THE TIME THROUGH THE APP
- RECORDER BUTTON