TrustRadius
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.https://media.trustradius.com/product-logos/si/B4/OZ9HCQ7433HD.PNG8X8, the total package.We are using 8x8 in our contact center and every phone throughout the company is on 8x8.,8X8 is reliable. 8X8 analytics and reporting are very good.,When there is a system outage the response team, at times, is slow to react.,8,Switching to 8x8, we have seen a 30% drop in our telecommunication expense.,9,3,,Qlik Sense
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8x8 Contact Center
17 Ratings
Score 7.5 out of 101
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8x8 Contact Center Reviews

8x8 Contact Center
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 101

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Feature Scorecard Summary

Agent dashboard (5)
7.5
Validate callers (5)
7.6
Outbound response (5)
7.7
Call forwarding (7)
7.6
Click-to-call (CTC) (5)
7.7
Warm transfer (6)
7.6
Predictive dialing (3)
7.0
Interactive voice response (3)
7.0
REST APIs (2)
8.2
Call scripts (3)
7.2
Call tracking (5)
8.5
Multichannel integration (2)
9.1
CRM software integration (3)
8.5
Inbound call routing (6)
8.5
Omnichannel inbound routing (3)
7.7
Recording (5)
8.2
Quality management (5)
8.5
Call analytics (7)
7.8
Historical reporting (6)
7.8
Live reporting (1)
9
Customer surveys (1)
5.5

About 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
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Does not have featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Does not have featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Does not have featureLive reporting
Has featureCustomer surveys
Does not have featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Does not have featureChatbots
Has featureAI assistance for live agents

8x8 Contact Center Downloadables

8x8 Contact Center Integrations

Salesforce Service Cloud, Okta Workforce Identity, Zendesk, NetSuite, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

8x8 Contact Center Competitors

8x8 Contact Center Support Options

 Free VersionPaid Version
Phone
Email
Social Media
Video Tutorials / Webinar
Live Chat
Forum/Community
FAQ/Knowledgebase

8x8 Contact Center Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No