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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.
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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 (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…

Five9

Five9

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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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

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Reviews and Ratings

(296)

Attribute Ratings

Reviews

(26-50 of 135)
Companies can't remove reviews or game the system. Here's why
December 15, 2022

Application for New Age Dynamic Contact Center

Samiuddin Mohammed | TrustRadius Reviewer
Samiuddin Mohammed
Sr. Manager
CBRE (Real Estate, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have been using 8x8 Contact Center for more than 9 years. There was not a single day where we faced unplanned downtime. In the present time and work culture, I feel 8x8 Contact Center is the right choice for an organization like ours which is employee-centric and focused on well-being. 8x8 Contact Center is suitable for working from home as well as working from office, as it is a cloud-based application you don't need any specific configuration on your asset.
December 15, 2022

Great Solution for Contact Centers!

Verified User
Manager in Customer Service
Insurance Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
8x8 is best suited for those who have multiple clients with designated lines for their call center. If you need to run reporting for managers, customer service feedback, etc. this is a great service for your business and will allow for easy customization to meet your needs and the needs of your clients.
October 17, 2022

8x8 Contact Center, Great Solutions with some 'Quirks'

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
8x8 is great for an organization which needs to implement a new cloud-based phone service or migrate from an antiquated on-premise system. 8x8 allows for remote administration, easy setup and maintenance and easy user adoption.
September 19, 2022

8x8 Contact Center Review

Verified User
Administrative Assistant in Human Resources
Government Administration Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I responded to an e-mail for classes on new features and I got a speedy response and follow-up when I could not make the class. Maybe have the class on video recorded so you can watch the video when you have a chance at your connivence.
July 01, 2022

8x8 Pros and Cons

DI
Daniel Ibarra
Claims Support Representative
FRED LOYA INSURANCE (Insurance, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
8x8 is well suited to be in contact with my coworkers and there are no scenarios where it is less appropriate. This software is very useful and I would highly recommend it to other businesses. There are no issues I could think of with this software. There are also no scenarios where this software is not well suited.
June 14, 2022

GREAT CALLING PRODUCT EVERY CUSTOMER SERVICE COMPANY SHOULD HAVE.

VO
vianney ontiveros
SALVAGE PICK UP CLERK
FRED LOYA INSURENCE (Computer Networking, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I DO LOVE WHEN I ASK QUESTIONS TO CUSTOMERS AND I MISSED SPELLED OR GOT THE WRONG INFORMATION, I CAN COUNT OF 8x8 CONTACT CENTER TO RE-LISTEN TO THE PREVIOUS CALLED TO PROVIDE AND INHERIT THE CORRECT INFORMATION. I DISLIKE THAT WE CAN'T SEND PERSONAL MESSAGES TO OUR FAMILY MEMBERS EVEN THOUGH WE ARE AT OUR JOB.
June 13, 2022

8x8 Contact Center

AP
ARLEEN PRIMERO
SALVAGE CLERK
FRED LOYA INSURANCE (Financial Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I CAN COMMUNICATE WITH MY CLIENTS AND DO NOT HAVE TO USE MY PERSONAL PHONE NUMBER. I CAN SEE ALL THE CALLS IVD MADE COMPARED TO AN OFFICE PHONE WHERE IT'S NOT THAT EASY. AND I LIKE HOW IT GIVES YOU THE NAME OF WHO CALLING
June 13, 2022

USER FRIENDLY AND INFORMATIVE

VC
Vanessa Corona
CLAIMS REP
FRED LOYA (Insurance, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
8x8 Contact Center is a great program for business purposes, it allows you to have all available functions on one page. I like having the option to review previous calls when information may have been missed and being able to communicate with co-workers or management when questions arise without having to place customers on hold and still maintaining access to all other programs.
June 13, 2022

Great product!!

Verified User
Team Lead in Customer Service
Insurance Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
It has been very helpful and at first intimidating to use but once you are are familiar with the system it is very easy
June 13, 2022

PRACTICAL

AA
ANDRES ARREOLA
CLAIMS AGENT
Fred Loya (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
The type of business that we handle requires a system where incoming calls are designated to the correct agent and queue. 8x8 system helps in accomplishing these goals. 8x8 misses where it does not provide one with enough time between calls. 8x8 can better accomplish this by giving extra seconds between calls.
June 13, 2022

Simple and Easy!

VD
VICTOR DOMINGUEZ
CSR
FRED LOYA INSURANCE (Insurance, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I PERSONALLY WOULD RECOMMEND THE 8x8 Contact Center. THE SYSTEM IS VERY USER-FRIENDLY AND MAKES NAVIGATING THE SYSTEM EASIER WHILE ON A CALL. THE SYSTEM ALLOWS YOU TO MULTI-TASK WHILE ASSISTING CUSTOMERS ON CALL. THE SYSTEM IS PRETTY RELIABLE, IT VERY RARE WHEN THE SYSTEM IS DOWN. MAKES WORK A LOT MORE SIMPLE.
June 13, 2022

just a way to love an infinity program.

Verified User
Representative in Customer Service
Insurance Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
8X8 most of the time works properly and without delays on call audio, giving enough time to answer calls without dropping calls, also has a perfect way to search for people and identify the caller. 8x8 works great in transferring calls, and connecting calls between more than 2 people. since I start using 8x8 my job time has been getting better.
June 11, 2022

8x8 Pros and Cons

Verified User
Manager in Customer Service
Insurance Company, 1001-5000 employees
Score 6 out of 10
Vetted Review
Verified User
Likelihood to Recommend
When placing a customer on hold through our agent, and searching an adjuster name through our WOD, it would be easier to be able to click on the person's phone number through our WOD and not have to type the number through the agent- when we click through our WOD we cannot return to the caller we had on our agent
June 11, 2022

How to get in love with 8x8

OD
Olivia De villa
FNOL
FRED LOYA INSURANCE (Insurance, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
One of the things I like the most about 8x8 is the easy way to join calls with adjusters or translators. It's a very easy tool to use. Another thing that I really like is that you don't have to be an IT agent in order to connect the system to a computer, microphone, or any other device.
June 11, 2022

great and trust worthy

GD
gabriel delamora
fnol
Fred Loya (Insurance, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
while messaging to and from clients and claimants that speed and dependability are magnificent. audio of calls is clear and can be a vital tool for communication. use of the network can cause issues with this communication, causing the robotic voices to sound during calls. however, another caller tends to compliment on clarity of voice
June 11, 2022

USER FRIENDLY AND INFORMATIVE

Verified User
Employee in Customer Service
Insurance Company, 1001-5000 employees
Score 6 out of 10
Vetted Review
Verified User
Likelihood to Recommend
8X8 WORKS WELL FOR THE CALL CENTER ATMOSPHERE MOSTLY BECAUSE OF THE WIDE RANGE OF REPORTING DATA THAT IT OFFERS. HOWEVER, THE NORMAL DAY-TO-DAY USAGE FOR THE ACTUAL AGENT USER COULD USE IMPROVEMENT IN SOME AREAS LIKE THE SERVICE CONNECTION, THE ABILITY TO PLACE CALLERS ON HOLD OR CONFERENCE, AND THE 8X8 APP CONSTANTLY HAVING TO BE UPDATED.
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