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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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Recent Reviews

8x8 will work for you!

8 out of 10
November 13, 2023
Incentivized
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different …
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Donuts

7 out of 10
July 20, 2023
Incentivized
I like it. The only problem is when the internet is down. It is too. However, it is easy to learn and easy to use most of the time.
Continue reading
Read all reviews

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 (115)
    8.0
    80%
  • Call forwarding (119)
    8.0
    80%
  • Agent dashboard (116)
    7.8
    78%
  • Call tracking (115)
    6.9
    69%

Reviewer Pros & Cons

View all pros & cons
DD
Darlene Downs Jones
Credentialing Specialist
Pinnacle GI Partners PC (Medical Practice, 5001-10,000 employees)
Verified User
Manager in Information Technology
Wholesale Company, 11-50 employees
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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

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…

Talkdesk

Talkdesk

$85
per month per user
What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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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.

6.9
Avg 8.3

Workforce Optimization (WFO)

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

7.8
Avg 8.3
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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, and Genesys Cloud CX are common alternatives for 8x8 Contact Center.

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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Comparisons

View all alternatives
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Reviews and Ratings

(296)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
May 03, 2023

8x8 Y/N

RE
Randy Ellis
WFM Manager
Community Physciatry (Health, Wellness and Fitness, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Call Routing, Quality management, IVR.
Pros and Cons
  • Call Routing
  • Reporting
  • Quality Management
  • Case Management (CRM)
  • reporting could be more robust
  • still switching components to web based
Likelihood to Recommend
Small to medium based business. Can do most of what the industry leaders are doing.
Most Important Features
  • Call Routing
  • Reporting
  • Quality
8x8 Contact Center Feature Ratings
Contact Center Software (13)
73.07692307692308%
7.3
Agent dashboard
60%
6.0
Validate callers
50%
5.0
Outbound response
80%
8.0
Call forwarding
100%
10.0
Click-to-call (CTC)
50%
5.0
Warm transfer
100%
10.0
Predictive dialing
20%
2.0
Interactive voice response
80%
8.0
REST APIs
50%
5.0
Call scripts
90%
9.0
Call tracking
90%
9.0
Multichannel integration
90%
9.0
CRM software integration
90%
9.0
Workforce Optimization (WFO) (7)
81.42857142857142%
8.1
Inbound call routing
90%
9.0
Omnichannel inbound routing
60%
6.0
Recording
90%
9.0
Quality management
80%
8.0
Call analytics
80%
8.0
Historical reporting
100%
10.0
Customer surveys
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • reduction in AHT
  • Accurate routing First call resolution
Alternatives Considered
Similar systems UI, great option for smaller business.
Other Software Used
Users and Roles
10000
analytics and reporting
Support Headcount Required
5
IVR writing telephone engineering etc
Business Processes Supported
  • analytics
  • reporting
  • routing
Innovative Uses
  • n/a
Future Planned Uses
  • n/a
Likelihood to Renew
8
n/a
Products Replaced
Yes
Shortel
Key Differentiators
  • Integration with Other Systems
  • Ease of Use
N/A
Evaluation Lessons Learned
N/A
Implementation Rating
9
N/A
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
set up, testing, user acceptance go live
Change Management Lessons
Change management was a minor issue with the implementation
N/A
Implementation Issues
  • N/A
Support Rating
1
Support is very lacking in knowledge and followup.
Premium Support
yes, we have a support contract..
Bug Resolution
Yes
reporting not functioning, or reflecting incorrectly
Exceptional Examples of 8x8 Contact Center Support
During implementation
Usability
9
simple system easy to use
Easy Tasks
  • reporting
  • analytics
Difficult Tasks
  • N/A
Mobile Interface Availability and Impressions
Yes
phone features are ok, but nothing for cloud computing.
June 14, 2022

Simple and Easy!

DM
Daniela Montes
Customer Service Agent
Fred Loya (Automotive, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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
Pros and Cons
  • Prefilled data
  • Corrections
  • being able to use 2 session at a time
Likelihood to Recommend
I would highly recommend it since its a very friendly program and lets you do a lot while still having the customer on the line
Most Important Features
  • Specific tabs locations
  • prefilled data options
8x8 Contact Center Feature Ratings
Contact Center Software (9)
100%
10.0
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Call tracking
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (7)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Customer surveys
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • its more efficient and helps do my job faster
Users and Roles
50
Customer service representatives
Support Headcount Required
4
IT specialist
Business Processes Supported
  • Inbound
  • Outbond
  • Transfers
Innovative Uses
  • We have removed handsets
  • call forwarding is a lot faster and easier
  • it allows you to see who is available to take a call
Future Planned Uses
  • virtual meetings
  • trainings
Likelihood to Renew
10
Because it is a easing system to use as well as very efficient
Products Replaced
Yes
The handset phones and our chatting system
Key Differentiators
I was not part of the product purchase process
Evaluation Lessons Learned
I had no part in the selection of the process but if I had been I wouldn't change anything
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Implementation Issues
  • n/a
Implementation Rating
10
Very smooth transition process
Training Types Used
  • No Training
Ease of 8x8 Contact Center Training
yes
Product Configurability
10
just right
Configuration Lessons
None
Additional Customization Considerations
Colors, ringer type
Support Rating
10
We have not had any major issues with the system
Premium Support
I was not part of this process
Bug Resolution
No
Exceptional Examples of 8x8 Contact Center Support
I have not experienced any major issues with this system and therefore i am pleased to use it
Usability
10
user friendly
Easy Tasks
  • call adding features
Difficult Tasks
  • none
Scalability
10
It was implemented across the board in the company and has worked perfectly
Reliability and Availability
10
The only issue I have ran across was on getting the updated new version
Performance
10
transfers are fast and easy
Systems Integrated With
  • n/a
Future Integration Plans
  • n/A
Types of Integration
NONE
Ease of Integration
10
Integration Lessons Learned
Availability to add additional software to the system like transcripts etc
Pre-Sale Experience
i was not part of this process
Post-Sale Experience
was not part of this process
Key Negotiation Points
n/a
Dealing with 8x8, Inc.
n/a
Upgrade Benefits
  • newer version of the file
Anticipated Benefits from Future Upgrades
  • calls handled more efficiently
June 13, 2022

8X8 PROS AND CONS

Verified User
Employee in Customer Service
Insurance Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
I use the 8x8 Contact Center to communicate with customers and my co-workers to get our customers the best customer service they can get.
Pros and Cons
  • be able to interact with our customers
  • be able to interact with our co workers incase of help assistance
  • Good techonology to get our work done
  • the quality of the phone interaction
  • The quality of the service it sprovides
Likelihood to Recommend
I liked my experience with 8x8 Contact Center so far me working with it for 2 years
Most Important Features
  • communication
  • technology
  • effiency
8x8 Contact Center Feature Ratings
Contact Center Software (13)
99.23076923076923%
9.9
Agent dashboard
90%
9.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (7)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Customer surveys
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • its has improved the phones interaction
  • it has improved with our communication
Alternatives Considered
They are different in they own way but I feel like 8x8 Contact Center has more improved technology
Likelihood to Renew
10
Products Replaced
Yes
Cisco unit
Key Differentiators
  • Product Features
Evaluation Lessons Learned
I would get more evaluated and effiency technology
Implementation Details / Implementation Partner
  • Don't know
Implementation Rating
10
Training Types Used
  • In-Person Training
In-Person Training
10
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Online Training
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Product Configurability
10
Its good and advanced technology
Configuration Lessons
Its very easy to use and efficiency
Extensibility and Customization
No - we have not done any custom code
Support Rating
10
10 +
Premium Support
No.
Exceptional Examples of 8x8 Contact Center Support
i have always had the best quality and support by 8*8
Usability
10
its really useful by our needs
Easy Tasks
  • transfer calls
  • get a hold of someone by message
  • look for a contact
Scalability
10
i give it a 10+
Reliability and Availability
10
8*8 its always working when needed
Performance
10
Yes everything loads quickly and its ready for use
Systems Integrated With
  • none
it was very easy actually to use and achieve it makes everything easy
Types of Integration
i havent used any of those
Ease of Integration
9
i think an 9 because it makes everything easy for us to use and not struggle
Integration Lessons Learned
its very improved
Upgrade Process
No
Upgrade Benefits
  • best quality
  • best customer service
Future Edition Upgrade Plans
No
November 05, 2021

8x8 Contact Center definitely worthwhile!!

AR
Amye Roberson
Director of Customer Experience
Cingo (Consumer Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
8x8 Contact Center is used within my department, and has added flexibily that we did not have before switching to this product. I manage a team of nine Care Center employees that handle several types of media transactions all within the 8x8 Contact Center platform. With this being a cloud-based system we have been able to flex and allow employees to work from home without having to make any internal changes to our server like we did before when we used a system that we housed the hardware in-house. This was especially beneficial during Covid and we were having to manage employee quarantine necessities on a weekly bases.
Pros and Cons
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
  • I would like to see more training on reporting and how to create custom reports.
  • I would like for 8x8 Work and VCC to somehow be merged together for users that have to utilize both platforms.
  • It would be amazing if 8x8 Contact Center had a mobile app.
  • I would like to see in 8x8 Contact Center the ability to add scripting to the agent's view.
Likelihood to Recommend
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Most Important Features
  • Having access to the different media channels in one location.
  • The ease of being able to manage agents and queses is unbelievable easy.
  • The fact that I have never had any issues with connectivity.
8x8 Contact Center Feature Ratings
Contact Center Software (13)
56.153846153846146%
5.6
Agent dashboard
90%
9.0
Validate callers
90%
9.0
Outbound response
100%
10.0
Call forwarding
80%
8.0
Click-to-call (CTC)
N/A
N/A
Warm transfer
90%
9.0
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
80%
8.0
Workforce Optimization (WFO) (7)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Customer surveys
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • We have been able to reduce our on-hour overflow calls that are routed to a third party call center because we have not had any connectivity issues.
Alternatives Considered
8x8 Contact Center has performed much better for us than the experience that we had with Mitel.
Other Software Used
Users and Roles
9
Customer Care agents
Support Headcount Required
1
Very basic knowledge is needed to support the Contact Center.
Business Processes Supported
  • Answering the phone at a SLA that is acceptable to our customers.
  • Being able to manage multiple media channels in one location.
  • Always having a clear connection.
Innovative Uses
  • We were able to put chat on our website without having to involve a web designer.
Future Planned Uses
  • We need to link our social platforms to the Contat Center to manage incoming messages.
Likelihood to Renew
10
Products Replaced
Yes
Shoretel
Key Differentiators
  • Product Features
  • Product Usability
We were looking for something that would grow with our business and allow us to be responsive to changes in the work day without having to contact a third party.
Evaluation Lessons Learned
I would have asked more questions about support and integrations.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Implementation Issues
  • Getting our numbers ported from the previous carrier and making sure the paperwork was correct.
Implementation Rating
10
It was extremely easy
Support Rating
5
Support is great once you get in touch with them. It takes a bit to have someone reach back out to you.
Premium Support
No, we do not have that many issues to require premium support.
Bug Resolution
No
Exceptional Examples of 8x8 Contact Center Support
Anytime that I have spoken to anyone outside of the Support team, the support and service is exceptional!
Usability
10
It is very easy to use without having to have a background in telecommunications.
Easy Tasks
  • Tracking emails and cases
  • Pulling call recordings
Difficult Tasks
  • Nothing really
Mobile Interface Availability and Impressions
No
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