Informative - 8x8 Awesome Overall.
As a large company, you have unique needs when it comes to communication and collaboration. After using 8x8 for a period of time, I can …
8x8 Contact Center
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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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
Best of
2023
Best of
2023
Best of
2023
Popular Features
View all 21 features- Warm transfer (98)8.484%
- Agent dashboard (97)8.282%
- Call forwarding (104)7.979%
- Call tracking (95)7.171%
Reviewer Pros & Cons
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Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of 8x8 Contact Center, and make your voice heard!
Pricing
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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…
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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.
Product Demos
8x8 ContactNow - Contact Center for Teams
01:06
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
- Salesforce Service Cloud
- The Okta Identity Cloud
- Zendesk Support Suite
- NetSuite ERP
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
8x8 Contact Center Competitors
- Five9
- NICE CXone
- Genesys Cloud (formerly PureCloud)
8x8 Contact Center Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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).
Comparisons
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Reviews and Ratings
(256)
Attribute Ratings
Reviews
(1-25 of 110)- Popular Filters
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December 24, 2022
Informative - 8x8 Awesome Overall.
- Customer satisfaction.
- Reduce operational Costs.
- Increase efficiency.
December 21, 2022
8x8 saves the day
- Customer Retention
- Employee Performance
December 18, 2022
Simply gets it done.
- Eliminates the need for onsite servers.
- Low maintenance cost.
- Dedicated support staff.
December 15, 2022
Application for New Age Dynamic Contact Center
- We always appreciated the client for maintaining the SLAs and quality of tool.
- Never received a complaint about the nonavailability of agents and there were no unexpected outages.
- If any escalation occurred, we were backed by the data. ( Stored in 8x8 Contact Center servers)
December 15, 2022
Great Solution for Contact Centers!
- Call metrics to provide feedback to customer service team
- Reporting for clients to share performance data
- Ability to transfer calls internally and externally
December 15, 2022
Looking to optimize your operations? Check out 8x8
- Not having as many tech issues getting off of VPN server and using cloud based
December 13, 2022
8x8 Contact Center Contact Center Killer!
- Positive impact on communication costs.
- Saves on land line costs.
- Much less use of cell phone and its associated costs.
October 17, 2022
8x8 Contact Center, Great Solutions with some 'Quirks'
- It has eased the administrative burden on our IT department.
- It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
- It has enabled our remote customer service workforce to remain working through the COVID pandemic.
September 19, 2022
Good Product, Needs Improvement
- We are implementing the IIVR and that should have a positive impact if it goes as planned.
September 19, 2022
8x8 Contact Center Review
- Easy to learn and easy to use
September 14, 2022
8x8 is great!
- 8x8 Contact Center has allowed us to have staff work from home which was especially important when Covid hit. It now allows us to remain competitive with the work-from-home era that we now live in
- Quality Management allows Supervisors to evaluate their team with Call evaluations
- Speech analytics allows us to search for and review calls containing specific catch phrases
July 01, 2022
8x8 Pros and Cons
- 8x8 has had a very positive impact on my job and has had no negative impact
June 14, 2022
Simple and Easy!
- its more efficient and helps do my job faster
Score 9 out of 10
Vetted Review
Verified User
- CONNECT WITH CUSTOMERS
- MESSAGE OTHER EMPLOYEES
June 14, 2022
8X8 MAKING IT EASY TO PLAY!
- Professional software
- Plenty of user support
- Forms a bridge of communication for the company and clientel.
June 13, 2022
8x8 making it easy to use
- Allows fellow employees to tell how well we are handling calls
- Easily allows connection to customers
June 13, 2022
8x8 Contact Center
Score 10 out of 10
Vetted Review
Verified User
- LETS YOU KNOW THE NAME OF WHOS CALLING
- LETS YOU CHAT WITH TEAM MEMBERS TO BE ABLE TO ASK QUESTIONS
June 13, 2022
USER FRIENDLY AND INFORMATIVE
Score 10 out of 10
Vetted Review
Verified User
- I would say it has helped with keeping track of calls. Minimizing hold times
- In a positive way it has also impacted having the customer's information available as soon as call is answered
June 13, 2022
Great product!!
Score 9 out of 10
Vetted Review
Verified User
- positive impact in much easier to communicate with agents
- positive impact for the ease of transferring calls
- the available information posted give a heads up from the very beginning of the call
June 13, 2022
PRACTICAL
Score 8 out of 10
Vetted Review
Verified User
- Positive call distribution
- Queue times availability
- Chat feature
June 13, 2022
8X8 PROS AND CONS
Score 10 out of 10
Vetted Review
Verified User
- its has improved the phones interaction
- it has improved with our communication
June 13, 2022
Simple and Easy!
Score 9 out of 10
Vetted Review
Verified User
- HAS MADE TAKING CALLS EASIER
- SYSTEM NEVER CRASHES
- USER FRIENDLY
June 13, 2022
just a way to love an infinity program.
Score 10 out of 10
Vetted Review
Verified User
- calls are less likely to drop or disc
- audio nice and loud
- system help to find other users
June 11, 2022
8x8 Pros and Cons
Score 6 out of 10
Vetted Review
Verified User
- Positive- it is new
- Negative- too many windows
June 11, 2022
Very Helpful System
Score 10 out of 10
Vetted Review
Verified User
- positive- being able to see how many calls are on queue
- positive- being able to communicate with other people in company
- positive- being able to to add contact info for the people who call