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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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Learn from top reviewers

8x8 Contact Center takes us to the Cloud

Rating: 9 out of 10
June 19, 2025
IncentivizedVetted ReviewVerified User
8x8 Contact Center is our Contact Center platform for our Global Customer Support. We use their speech analytics for quality assurance. 8x8 Contact Center was able to support ...
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Verified user
Manager
8x8 Contact Center1 year of experience

8x8 CCaaS - OK for Mid-sized organizations

Rating: 7 out of 10
June 2, 2025
IncentivizedVetted ReviewVerified User
As an 8x8 CC admin, I do the design, configuration, training and troubleshooting of the whole system. I've been working with the product since 2018 and I have seen it through ...
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Verified user
Consultant
8x8 Contact Center8 years of experience

Amazing 8x8 Contact Center Tool

Rating: 10 out of 10
May 16, 2025
IncentivizedVetted ReviewVerified User
So far all good. The support provided is straight forward and effective. The interface is clear cut without unnecessary buttons or options. Setting up 8x8 Contact Center is ea...
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Verified user
Manager
8x8 Contact Center9 years of experience

Excellent call center system with great support

Rating: 10 out of 10
January 23, 2025
IncentivizedVetted ReviewVerified User
We use 8x8 Contact Center to run our call center. We were using genesys purecloud, however experienced issues and poor support for years. Changing to 8x8 solved these issues a...
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Rob Orrock
C-Level Executive - Information Technology
IT Manager
Moco Food Services
8x8 Contact Center2 years of experience

Improved experience with 8x8.

Rating: 10 out of 10
January 23, 2025
IncentivizedVetted ReviewVerified User
We use 8x8 as our universal communication as a service platform. The contact center is at the heart of our business and keeps us connected to our clients and agents. 8x8 has b...
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Verified user
Director
8x8 Contact Center3 years of experience
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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

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Pricing

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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

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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

$119
per month
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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Product Demos

8x8 Agent Workspace

Navattic
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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.

8.3
Avg 8.3

Workforce Optimization (WFO)

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

8.5
Avg 8.2
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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 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 Mpower, and Genesys Cloud CX are common alternatives for 8x8 Contact Center.

Reviewers rate Inbound call routing highest, with a score of 8.9.

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 From Top Reviewers

View all reviews
(1-5 of 104)

8x8 in Customer Support

Rating: 7 out of 10
Incentivized
October 27, 2021
Verified User
Director in Quality Assurance
Health, Wellness and Fitness Company, 501-1000 employees
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
Use Cases and Deployment Scope
8x8 [Contact Center] is used for all customer support calls in multiple states. It allows for monitoring and reporting through data analysis, listening to call records, reviewing call data reports, etc. It is also used for customer satisfaction surveys after the call.
Pros
  • Shows user information.
  • Allows for data analysis.
  • Allows for listening to calls.
  • Call survey function.
Cons
  • Data analytics are not intuitive and take a lot of knowledge to figure out.
Likelihood to Recommend
8x8 is well suited for call centers. It allows for management monitoring, reporting functionalities, listening to calls, etc. 8x8 [Contact Center] has also been very instrumental in the success of the call center during the pandemic, as it allows for great portability from computer to computer and different physical workspaces.

A Functional Software with Excellent Uptime and Support

Rating: 6 out of 10
Incentivized
November 05, 2019
Verified User
Team Lead in Customer Service
Financial Services Company, 51-200 employees
Vetted Review
Verified User
8x8 Contact Center
3 years of experience
Use Cases and Deployment Scope
8x8 Virtual Contact Center is utilized by our Client Support team to field incoming calls from customers and resellers. We operate from 7 am PST - 7 pm PST, so in addition to directing incoming phone traffic, it also manages when phone calls are allowed into the queue. Lastly, our management team utilizes the software to pull support metrics.
Pros
  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
Cons
  • Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
  • Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
Likelihood to Recommend
In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.

Reporting is Excellent, However Support is Lacking

Rating: 5 out of 10
Incentivized
May 29, 2023
Verified User
Professional in Information Technology
Hospital & Health Care Company, 1001-5000 employees
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
Use Cases and Deployment Scope
8x8 Contact Center has been our enterprise phone solution for 2 years. We use it for Contact Center, basic VoIP, as well as forwarding.
Pros
  • Setting up call trees
  • Reporting
Cons
  • Technical Support
  • Sales Support
Likelihood to Recommend
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.

Excellent call center system with great support

Rating: 10 out of 10
Incentivized
January 23, 2025
RO
Rob Orrock
IT Manager
Moco Food Services (Food & Beverages, 201-500 employees)
Vetted Review
Verified User
8x8 Contact Center
2 years of experience
View profile
Use Cases and Deployment Scope
We use 8x8 Contact Center to run our call center. We were using genesys purecloud, however experienced issues and poor support for years. Changing to 8x8 solved these issues and provided us with powerful new tools, in particular the reporting on interactions and sentiment analysis. These tools are giving us new insights to our interaction with our customers.
Pros
  • Great UI and easily understandable
  • Easy administration and management
  • Excellent reporting
Cons
  • Improved API for the integrated CRM
Likelihood to Recommend
Our transition was simple, the agents find it easy to use. It offers multiple interface including teams, softphone and web interface.

Great for Customer Service Teams

Rating: 7 out of 10
Incentivized
February 07, 2020
Verified User
Employee in Customer Service
Retail Company, 11-50 employees
Vetted Review
Verified User
8x8 Contact Center
1 year of experience
Use Cases and Deployment Scope
8x8 Contact Center is being used only by our Customer Service Department. We currently only use it for our phone system, not as a CRM tool. But we are in the process of upgrading to the VCC and using more of the features. Our customer service team answers calls with 8x8 Contact Center, but our managers aren't able to take calls through it, so only our agents use it for calls, not our whole department.
Pros
  • There is a robust video tutorial section
  • Customer on-boarding is very thorough
Cons
  • I would love to have one tab open on my browser while running the program, right now I have the VO app open, and at least two tabs dedicated to 8x8 Contact Center.
  • We added customers to the database, but when they call in, they don't automatically pull up like they do in the videos.
Likelihood to Recommend
So far, it works well for our small team, and I see it will have more potential once our organization grows. Right now, only using the VO, I am only able to see calls that ring to me. If a customer calls in and mentions that they've called before, I don't have access to any of that information. Once we turn on the VCC, I understand I will have more data to look at, but I don't think I will be able to pull previous calls only notes. I have used multiple other phone systems, and both let me at least look at a master list of calls, and one let me listen to all call recordings. This is important because I can hear exactly what was said/promised by each party. It helps avoid the whole he said/she said business.
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