8x8 Contact Center

8x8 Contact Center

Customer Verified
Top Rated
Score 8.0 out of 10
Top Rated
8x8 Contact Center

Overview

What is 8x8 Contact Center?

8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when...
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Recent Reviews

8x8 saves the day

10 out of 10
December 21, 2022
We use 8x8 for inbound and outbound calls for Sales and Support, and we use 8x8 to monitor performance and establish analytics with all …
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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

Popular Features

View all 21 features
  • Warm transfer (98)
    8.4
    84%
  • Agent dashboard (97)
    8.2
    82%
  • Call forwarding (104)
    7.9
    79%
  • Call tracking (95)
    7.1
    71%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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N/A
Unavailable

What is 8x8 Contact Center?

8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when 8x8 acquired Contactual in…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/contact…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Alternatives Pricing

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…

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.

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Product Demos

8x8 ContactNow - Contact Center for Teams
01:06
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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.

7.6Avg 8.4

Workforce Optimization (WFO)

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

8.5Avg 8.5
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Product Details

What is 8x8 Contact Center?

8x8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8x8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key features include:

•Integrated voice, web chat, email and social

•One-click subject matter expert access

•Interoperable team messaging

•Skills based routing

•Built-in CRM integration and APIs

•Customer engagement analytics

•Post-call surveys

•Co-browsing

•Graphical call flow design

•Queued and Web Callback

•Fully context aware of customer journey

•Supervisor feedback in real time

•Advanced speech and interaction analytics

•Predictive outbound campaigns

•Quality, collaborative performance management

•Unlimited calling within 46 countries


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: 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: Customer surveys

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: AI assistance for live agents

8x8 Contact Center Video

8x8 ContactNow is the contact center for everyone. Quickly and affordably deploy your contact center online. It's easy and intuitive to setup, use, and administer! For more information visit https://www.8x8.com/call-center-software/contactnow

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

8x8 Contact Center Downloadables

Frequently Asked Questions

8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when 8x8 acquired Contactual in 2011; the Contactual OnDemand Contact Center was the earlier name of the platform.

Five9 and NICE CXone are common alternatives for 8x8 Contact Center.

Reviewers rate Omnichannel inbound routing highest, with a score of 9.1.

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

(1-25 of 67)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
8x8 Contact Center is a cloud-based contact center platform that offers a range of features for managing customer interactions, including inbound and outbound voice, chat, and email communication channels, as well as support for omnichannel routing and integration with CRM systems. Some of the key benefits of 8x8 Contact Center include scalability, flexibility, and cost-efficiency, as it can be easily customized and deployed to meet the specific needs of an organization. Nextiva Business Phone Service is a business communication platform that provides a range of phone and messaging services, including VoIP (Voice over Internet Protocol) phone systems, video conferencing, and team collaboration tools. Some of the key features of Nextiva Business Phone Service include virtual receptionists, call forwarding, and voicemail to email, as well as integration with popular business applications like Salesforce and Microsoft Office 365.
Samiuddin Mohammed | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Post going through all demo sessions and comprehensive side-by-side analysis, we came to the conclusion that we should go for 8x8 Contact Center over competitors. Below are the points that helped us to take the decision. User-friendly: It has all the features that a typical call center required Billing is based on the requirement and at any point in time we increase the license. It's also easy to configure the Agent Console and easy to manage the configuration manager.
Score 6 out of 10
Vetted Review
Verified User
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
Score 7 out of 10
Vetted Review
Verified User
I like 8x8's training platform. It was relatively easy to get caught up and start working within the system. I have less freedom in 8x8 than I did with Kandy, which can be good and bad. Kandy is more feature rich when it comes to physical phones, but 8x8 has a better soft client, and the analytics are way better than Kandy's system.
July 01, 2022

8x8 Pros and Cons

Score 10 out of 10
Vetted Review
Verified User
I have not used any other software like 8x8. Although I have not used any other software like 8x8 I would still highly recommend this software to any business. I have had a great experience with 8x8 and this would be my first choice for this type of software. This software is very useful.
Score 9 out of 10
Vetted Review
Verified User
I WILL FOREVER SELECT 8x8 CONTACT CENTER IN ALL MY JOBS, THIS TOOL IS RELIABLE TO MAKE PROPER INBOUND OR OUTBOUND CALLS AROUND THE FRED LOYA DEPARTMENTS. I LIKE THIS CALLING TOOL BECAUSE WE CAN ALSO SEND MESSAGES AROUND ALL DEPARTMENTS, RE-LISTEN TO CALLS WE PREVIOUSLY DID, AND CREATE CHATS AMONG OUR TEAM REGARDING EACH SPECIFIC TEAM.
Score 10 out of 10
Vetted Review
Verified User
I've used Cisco in the past and it was a terrible experience in my opinion. The overlay is so disorganized, constant connection issues, & overall is not that user-friendly. 8x8 Contact Center is the polar opposite and gets the job done.
June 13, 2022

PRACTICAL

Score 8 out of 10
Vetted Review
Verified User
I used to connect with my calls through the cisco system. 8x8 Contact Center is way more practical and useful. It contains tools that are by far better than cisco. Cisco systems were outdated and slow. 8x8 Contact Center seems to be up to date and way faster. 8x8 by far is the better option.
Score 10 out of 10
Vetted Review
Verified User
  • Cisco 500 Series Network Convergence System (NCS 500)
8x8 programs are less likely to drop compared to Cisco always internet failing, same as call recording cisco was not able to record or keep track of our calls. Cisco was unable to identify the caller and has caller details as a pol number or claim number. Cisco did not have a private chat within the company and we needed to use different programs.
Score 10 out of 10
Vetted Review
Verified User
When working with Cisco Jabber for many years it was also a great program like all they had a couple of glitches here and there but that program was used in my daily work for almost 5 years. It was also easy to use and when training other agents to use that program I loved it.
Score 10 out of 10
Vetted Review
Verified User
I have used Avaya X Agent but since is so outdated is not even listed above. 8x8 Contact Center definitely is far better than Avaya in everything, Functions, Reliability, Compatibility, and User Friendly.
Derek Matelski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
8x8 has the cleanest UI and the quickest setup time that didn't require a member of their support team. The rest were ugly and cumbersome to get up and running.
October 29, 2021

8x8 equals 10!

Dave Baxter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Comparing features and cost, 8x8 Contact Center has come out on top in each of our evaluations over the past 10 years. We are always evaluating our internal tools to ensure they are providing the most value to our business, and 8x8 Contact Center is the only one that has lasted 10+ years with the company. We will always press for more features and better cost models, and at the same time, want to recognize when 8x8 Contact Center is making improvements year over year that benefit their clients.
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