Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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
Return to navigation

Pricing

View all pricing
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.

Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(296)

Attribute Ratings

Reviews

(1-25 of 135)
Companies can't remove reviews or game the system. Here's why
March 11, 2024

8 X 8 is GREAT.

DD
Darlene Downs Jones
Credentialing Specialist
Pinnacle GI Partners PC (Medical Practice, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The system is user-friendly. Most instructions are clearly explained under the settings. If further information is needed, customer service is very prompt in providing resolutions. The system works so very well that I have little to no contact with Support. That means less frustration and more incoming calls to answer.
January 16, 2024

8x8 saved us from huge headaches during the pandemic. And still is

Verified User
Manager in Information Technology
Wholesale Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I believe it's well suited for companies who just need an easy and efficient way to have a good phone system without having to spend thousands of dollars for a in-house system. 8x8 makes it very easy for anyone or any company. You can bring your current phone numbers, which is great.
January 16, 2024

8x8 Contact Center Review

TJ
Tomy Joseph
VP, IT
Service Champions (Facilities Services, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
8x8 Contact Center is well suited any call center environment. Where it may be limiting is when your call center is more digital channel vs voice channel. For example, when you need capabilities like taking key words from emails and creating tickets automatically etc.
November 13, 2023

8x8 will work for you!

Verified User
Manager in Customer Service
Real Estate Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
8x8 has been great when it comes to support. I can't recommend enough how quick they are to resolve the issues that I have had. Since the almost 2 years of implementation, we have had extremely minimal issues.
November 07, 2023

8x8 Contact Center

GC
Genelle Chamberlain
Help Desk Manager
Hardware Resources (Information Technology & Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I feel overall this is a good platform for telephony needs. It is user friendly and easy to port in current numbers. It does create a company wide directory that all employees can use. It does allow for company scalability depending on how the needs for the business are. The sales reps are very friendly and make ordering easy.
October 18, 2023

8x8 Helps us connect and make better business decisions

Verified User
Director in Other
Machinery Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Best
8x8 enables you to streamline a lot of different processes into a simplified contact approach whether by phone, chat, virtual meeting etc. Furthermore, it enables companies to collect impactful data that helps to shape strategies both internal and external to optimize communications, client engagement and their journey, as well as offering an easy to use user experience.
July 31, 2023

Great partnership

Jondre Chandler | TrustRadius Reviewer
Jondre Chandler
Sr.Telecom Manager
Acer America Corp. (Computer Hardware, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
With 8x8 solution it makes very easy to fire up a new call center with a third-party partner when needed.
Not always easy to set up a new toll-free number from Latin America or South America.

8x8 needs to have more options to do multifactor authentication for for agents to do this so that they are 100% PCI compliant.
July 28, 2023

8x8 is well worth a second look

Verified User
Consultant in Information Technology
Financial Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Training and onboarding was very good. 8x8 provided an dedicated team to help set up and familiarize the team with the product. Billing only started once we went live, and until that point we had a fully functional test platform with temporary numbers for everyone involved.
Going live took all of 45 minutes.
July 20, 2023

Decent product but not great for our organization.

Verified User
Professional in Other
Non-profit Organization Management Company, 11-50 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We had a vision that our agency would route specific calls into specific queues and designated staff would be assigned to different queues. For the short time that we were doing this, it worked great. We quickly switched to a different format. We routed all calls to one queue and 2-3 staff members were responsible for this 1 queue. In my experience, it was easier to just set up a ring group for the agencies main line and split calls evenly.
July 20, 2023

All inclusive call center experience

Robert Binnall | TrustRadius Reviewer
Robert Binnall
Client Relations Manager
RT Consulting LLC (Insurance, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We very much enjoy the call recording as it is a great system for checks and balances when dealing with challenging scenarios to reassure our clients that our team is providing top quality services. On numerous occasions we have pulled recordings and have been able to share them with our clients so they can see the great work that our team does daily.
May 29, 2023

Reporting is Excellent, However Support is Lacking

Verified User
Professional in Information Technology
Hospital & Health Care Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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.
May 03, 2023

8x8 small contact center usage

DG
Deanna Garcia
Contact Center Manager
StateServ Medical (Hospital & Health Care, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Using this in a virtual setting is excellent, very cost effective to the company and ensures that we can track what calls our employees are doing. I would like to see where it flags for short calls, maybe where it just rang and hung up. I see this with agents trying to reach their call numbers and I have to go in and do some research. I have not found a way to be notified to point those calls out. I would also like to see a streamlined adherence report that we can just pull and hand out to agents.
December 21, 2022

8x8 saves the day

Verified User
Employee in Information Technology
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
8x8 is great for all uses cases within a call center, the only downside is not being able to see customer information when transferring within the company. The next user will see my number instead of the customers. This can cause some confusion if we need to look back or are trying to find a playback but it isnt a huge deal that causes to many problems.
Return to navigation