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 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
(1-25 of 49)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!
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
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
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
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.
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.
June 14, 2022
Simple and Easy!
8x8 is used on a daily at our company to interact with customers as well with other departments via chat messaging and confirming who is online or available to further assist a customer
- Prefilled data
- Corrections
- being able to use 2 session at a time
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
June 11, 2022
great and trust worthy
Score 9 out of 10
Vetted Review
Verified User
I contact clients and claimants to provide information regarding the inspection of their property that needs to be evaluated. I contact other members of staff to get information regarding files that need to be sent through each department. I get contacted by members of staff to send files needed for workflow
- text messages are sent with ease
- messaging between departments is fast and through
- call flow is reliable, call loss is minimal
- set up and troubleshooting the program can be difficult
- training on resolution of issues
- tiles that are more clear
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 19, 2021
8x8 Contact Center Review
It is being used to help China's whole region employees with HR related issues.
- Easy to use
- Convenient. Can download on mobile.
- Nice report function
- Real time dashboard could include more parts.
- Connection highly relies on the network. Sometimes it's easy to lose connect[ion].
October 18, 2021
Good platform, always room for improvement
Used across the whole organization as the primary phone system. Used primarily in the Contact Center for analytical and reporting purposes. It [8x8 Contact Center] addresses the problem of server usage, being a cloud-based solution, and gives us more user-friendly reporting from our previous phone solution.
- Report metrics
- Fewer small solution updates. Less frequent, larger bulk updates would be better.
- If there was a way to consolidate all permissions and capabilities across the solution.
February 17, 2021
Excellent service as usual
Great experience as usual with 8x8. Contacted them yesterday to see if I could have a better voicemail solution--built in at no charge doing exactly what I wanted (a different message and menu for different times of day). Today I couldn’t configure it how I wanted so contacted the help department--within an hour they had walked me through the changes.
We used to use a regular phone line--one line for calling out and one for receiving calls. Now we have two virtual lines so all calls come from the same number.
We used to use a regular phone line--one line for calling out and one for receiving calls. Now we have two virtual lines so all calls come from the same number.
- Quick response
- Knowledgeable reps
- Excellent value for money
- Superior technology
It is being used at Home Office and for other home based workers assisting with administrative duties and bookkeeping. It is very convenient since we are at different locations to be on the same system. One of them will be in another state and we can all still use same main number and transfer calls to each other.
- Saving on bill by having one provider no matter where we are all located.
- The different options to have the system work for you and your business needs.
- Makes your smaller home based business seem more professional.
- At this time I do not have any that come to mind or that I can think of.
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 21, 2021
8x8 has made my job allot easier
We use 8x8 [Contact Center] cloud phone systems for our employees to manage their phone calls and messages from customers. Having a modern unified communication system increase our efficiency exponentially. Giving our clients the ability to text our direct office numbers is a huge benefit. Also the mobile and desktop app ensures that we never miss calls.
- Easy to setup
- Easy to manage
- Fun to use
- Be able to to have multiple devices for one extension. For when you need two desk phones
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
8x8 [Contact Center] is being used across our entire organization. We have staff in Arizona, Illinois, and New York; all of whom work remotely or have the ability to work remotely. We hold weekly meetings with our staff on Mondays. On behalf of our clients, we hold meetings and interviews between them and potential employees.
- Connecting our employees
- Flexible use for our staff (mobile, laptop, desktop, landline)
- Ease of use
- Be able to create meetings and edit meetings from within the apps
- Be able to join meetings from desktop app or mobile apps
- Improve 1st tier support and support messaging - every message says "We haven't been able to reach you - if there is a better number" - surely there is a better way to say we missed you but we will try again, please let us know if there is a better time. Claiming we haven't been able to reach you sounds extremely final. If there is a better number - How many times do you need to ask that? Obviously the number you have is good we just missed each other since you don't make appointments for call backs you just call. Which is fine, but perhaps there is a smarter way to do that.
December 19, 2020
Great Contact Center
The Contact center at 8x8 has been a humongous help on structuring how we want our office to work. From setting up call flows, to adding and changing users they're able to help me figure out what I need to work best for my company. We use 8x8 for phone and fax service and they provide great products and service!
- They know what they're talking about!
- Update is hard to work with
December 01, 2020
User Friendly, great troubleshooting response
Due to COVID19, our organization's employees are working remotely. 8x8 is allowing us to continue to take calls and serve clients during this pandemic. The 8x8 Contact Center has been extremely helpful in resolving issues as they arise.
- The chat response is helpful.
- The response time is great.
- The patience and knowledge of the help desk for 8x8 is refreshing.
- More options for the chat bot.
November 20, 2020
Good Customer Service
Our entire organization uses 8x8 Contact Center--the office and the sales reps in the field. We have multiple phone numbers that we use for marketing purposes and 8x8 Contact Center allows us to track this information easily.
- Running reports
- Easy to add additonal lines
- Allows calls to be recorded and listened to easily
- Sometimes the wait for customer service can be long
- New layout has been a struggle to learn; wish there had been a notice sent to all users, not just owner
- Cannot adjust volume of on-hold music
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 31, 2020
Customer service is hit or miss
8x8 Contact Center is used for every employee, from clinic use to corporate to WFH employees. We use a lot of ring groups, so if a patient calls the clinic ring group and they don't answer, the call goes to another ring group, so the patient can speak to someone.
- Good audio
- Easy to set up
- Easy to forward to a cell phone #
- Ring groups are a great tool.
- Sometimes they are impatient.
- Agents have strong accents.
- The transition from our previous virtual office to the X series was NOT handled well. We were not given proper warning or training regarding the transition.
- One customer service rep put me on hold for one hour.