Overview
What is 8x8 Contact Center?
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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%
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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- About
- Integrations
- Competitors
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- Downloadables
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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 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
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Reviews and Ratings
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(1-25 of 110)- Popular Filters
Informative - 8x8 Awesome Overall.
- Customer satisfaction.
- Reduce operational Costs.
- Increase efficiency.
8x8 saves the day
- Customer Retention
- Employee Performance
Simply gets it done.
- Eliminates the need for onsite servers.
- Low maintenance cost.
- Dedicated support staff.
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)
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
Looking to optimize your operations? Check out 8x8
- Not having as many tech issues getting off of VPN server and using cloud based
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.
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.
Good Product, Needs Improvement
- We are implementing the IIVR and that should have a positive impact if it goes as planned.
8x8 Contact Center Review
- Easy to learn and easy to use
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
8x8 Pros and Cons
- 8x8 has had a very positive impact on my job and has had no negative impact
Simple and Easy!
- its more efficient and helps do my job faster
- CONNECT WITH CUSTOMERS
- MESSAGE OTHER EMPLOYEES
8X8 MAKING IT EASY TO PLAY!
- Professional software
- Plenty of user support
- Forms a bridge of communication for the company and clientel.
8x8 making it easy to use
- Allows fellow employees to tell how well we are handling calls
- Easily allows connection to customers
8x8 Contact Center
- LETS YOU KNOW THE NAME OF WHOS CALLING
- LETS YOU CHAT WITH TEAM MEMBERS TO BE ABLE TO ASK QUESTIONS
USER FRIENDLY AND INFORMATIVE
- 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
Great product!!
- 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
PRACTICAL
- Positive call distribution
- Queue times availability
- Chat feature
8X8 PROS AND CONS
- its has improved the phones interaction
- it has improved with our communication
Simple and Easy!
- HAS MADE TAKING CALLS EASIER
- SYSTEM NEVER CRASHES
- USER FRIENDLY
just a way to love an infinity program.
- calls are less likely to drop or disc
- audio nice and loud
- system help to find other users
8x8 Pros and Cons
- Positive- it is new
- Negative- too many windows
Very Helpful System
- 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