8x8 Contact Center

8x8 Contact Center Reviews

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Ratings and Reviews
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Score 10 out of 10
Vetted Review
Verified User
Review Source
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Score 10 out of 10
Vetted Review
Verified User
Review Source
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
April 20, 2021

8x8 is a must!

Score 8 out of 10
Vetted Review
Verified User
Review Source
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I gave the rating of a 10 because every time I have called into the contact center, I have my issues resolved within a reasonable amount of time. I never have to make more than one phone call and I also have people following up with my afterwards to ensure that I am satisfied with the outcome.
October 29, 2020

Great product!

Score 10 out of 10
Vetted Review
Verified User
Review Source
It is basically pretty easy to use. I haven't really tried poking around in more of the features. I do plan on doing so though. I think there is more to 8x8 than what I think. I will probably do some research into more of the things I might be able to do with it.

8x8 Contact Center Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
70%
7.0
Agent dashboard (58)
70%
7.0
Validate callers (52)
68%
6.8
Outbound response (49)
72%
7.2
Call forwarding (65)
76%
7.6
Click-to-call (CTC) (37)
65%
6.5
Warm transfer (58)
71%
7.1
Predictive dialing (23)
71%
7.1
Interactive voice response (36)
73%
7.3
REST APIs (21)
62%
6.2
Call scripts (31)
74%
7.4
Call tracking (56)
65%
6.5
Multichannel integration (27)
74%
7.4
CRM software integration (29)
67%
6.7
Workforce Optimization (WFO) (8)
75%
7.5
Inbound call routing (54)
76%
7.6
Omnichannel inbound routing (26)
88%
8.8
Recording (52)
72%
7.2
Quality management (50)
69%
6.9
Call analytics (52)
67%
6.7
Historical reporting (47)
65%
6.5
Live reporting (1)
90%
9.0
Customer surveys (23)
73%
7.3

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 Downloadables

8x8 Contact Center Integrations

8x8 Contact Center Competitors

8x8 Contact Center Pricing

8x8 Contact Center Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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 2011; the Contactual OnDemand Contact Center was the earlier name of the platform.

What is 8x8 Contact Center's best feature?

Reviewers rate Omnichannel inbound routing highest, with a score of 8.8.

Who uses 8x8 Contact Center?

The most common users of 8x8 Contact Center are from Mid-size Companies and the Medical Practice industry.