8 X 8 is GREAT.
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature …
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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Popular Features
- Warm transfer (115)8.080%
- Call forwarding (119)8.080%
- Agent dashboard (116)7.878%
- Call tracking (115)6.969%
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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.
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- No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/plans-and…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | 8x8’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.
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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Reviews
(1-25 of 135)Companies can't remove reviews or game the system. Here's why
March 11, 2024
8 X 8 is GREAT.
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature is the ability to fax. You enter the number to fax to and attach documents; you can use default notification or add your personal greeting and click send. Once your fax has been sent, you receive a confirmation immediately. Simple, fast, and accessible. The status is a great feature as well. Callers within your organization will know when you are in a meeting or out to lunch. You can change your settings to reflect out-of-office for vacations, conferences, etc. Changing your greetings is as easy as 1-2-3.
We are a wholesale company. We have representatives inside and out of the office. Before we migrated to 8x8, it was such a headache to have someone working from home. Before, we had to use VPN routers, but now with 8x8 it's as simply as plug and play. And with the virtual 8x8 app, we can even have them working remote for the day without the need of any extra device. It made our life so much easier.
January 16, 2024
8x8 Contact Center Review
We ae are a service organization and 8x8 Contact Center is our key lead generator and customer servicing channel. We use 8x8 Contact Center to power our call center integrating with our CRM solution. We use both inbound and outbound capabilities of the product.
January 13, 2024
Decent product but very expensive
It is used for our frontline staff for answering and recording calls. It works well for our uses and we have no issues. The scripts are versatile and allow you to customize many things that will be suit your customers
November 13, 2023
8x8 will work for you!
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different vanity phone lines so that we know how our callers are hearing about us. 8x8 is able to continually support all the phone lines and keep our communications running smoothly.
November 07, 2023
8x8 Contact Center
It is our sole VOIP service. We utilize both 8x8 Contact Center for our call center. 8x8 office for the basic office utilization.
November 06, 2023
Honest Opinion
We use this technology for our daily phone activity.
October 27, 2023
8x8 Contact Center Contact Center Killer!
I use it for all external and some internal communication both phone and text (sometimes fax). I use it to screen share especially.
October 18, 2023
8x8 Helps us connect and make better business decisions
8x8 provides us with the ability to better understand our customer journey along with offering staff an easy and effective way to connect whether via phone call, virtual meeting or chat etc. We further have access to easier generate data that impacts our business decisions while positively affecting our responsiveness and timeliness on customer needs. Since implementing 8x8, our company has been able to institute a one-stop hub for all our connectivity needs while enabling us to switch between devices with ease and allowing us to have everything readily accessible at our finger tips. Jeff Feely has been instrumental and responsive to assisting us with acclimating to the tool and features while provide expertise to address our transition and learning curves. Metrics that are at our disposition now have been instrumental to address issues and explore new opportunities to enhance the way we work.
September 10, 2023
8x8 is the way to go if you want to improve customer satisfaction
8x8 is used in the call center to for outbound and inbound calls. It is also used to host information for clients and patients.
July 31, 2023
Great partnership
We are using 8x8 VCC to replace the old Nortel CS1000.<br>We are the tech support center for customers that have purchased any of our products. We are using the new X-Series across all our offices. It simplifies all maintenance and one point access to program manage it. Solid based replacement for our original equipment.
July 28, 2023
8x8 is well worth a second look
We use Contact Center to run the customer support department by taking incoming calls and live chat requests. Contact Center helps us maintain records for customers and provides detailed metrics reporting.
July 24, 2023
RETIREMENT OF BILLING MANIA LIFE
I work in the billing department for a medical practice, and received communication daily from 8x8 as a tool of payment communication from our vendors. I believe this is an effective and easy way to keep track of my documents. I have in the past experience a lack of documents and had to reach out to the it depatment, however it was a smooth process and the techs were efficent and polite. I enjoy using this tool and would recommend to other people
July 20, 2023
Donuts
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.
July 20, 2023
Decent product but not great for our organization.
We are a small nonprofit and used the 8x8 Contact Center as our intake line. Our agency would get up to 15 calls on average per day. We only had up to 3 users in the 8x8 Contact Center. We would log into the 8x8 Contact Center each morning and mark ourselves as "available". We had the 8x8 Contact Center set up in a way that evenly distributed calls to the people logged in. I would not recommend this format for small organizations. In my opinion, the 8x8 Contact Center seems to be designed for larger organizations with many different queues. We only used the 8x8 Contact Center for 1 queue because all calls ended up routed to 3 people. In my experience, it was too complex for the simple function we needed it for.
July 20, 2023
All inclusive call center experience
We use 8x8 Contact Center to triage all of our client call centers and redirect calls as needed to available representatives or escalate calls to managers. Additionally, we utilize 8x8 Contact Center metrics to calculate our team’s performance and analyze what we can do to adjust our systems to better serve our client’s needs. We also heavily utilize the call recording and whisper features to evaluate team performance and offer regular feedback to our team.
June 18, 2023
Efficient most of the time.
I do quality control. I listen to calls, both recorded and lived, and grade them to ensure they meet the metrics we have set.
8x8 Contact Center has been our enterprise phone solution for 2 years. We use it for Contact Center, basic VoIP, as well as forwarding.
May 03, 2023
8x8 small contact center usage
We use the 8x8 system as a virtual phone for all of our work at home employees. There are some issues that arise with software updates and it kicking people out a lot but over all we have been able to utilize it. I recently have been doing more research on 8x8 to better understand it and to expand my skills into WFM. There have been a lot of features that my company does not currently use but hope to use in the future.
May 03, 2023
8x8 Y/N
Call Routing, Quality management, IVR.
May 01, 2023
IT analyst review high level
For our sales dept. They don't deem to have too many issues with it most of the time. It replaces the previous cisco call manager we used to use on prem. We no longer have to manage that system and only have to manager users from the cloud application, which alleviates some day to day work, but can also cause a headache if there is an issue that we need fixed in a hurry.
April 18, 2023
Disappointed
We use 8x8 for our call center staff and our entire organization utilizes the phone and meeting solution. I feel the service from our account manager is lacking. As a prior account manager for software, I have never experienced an individual who cannot assist a customer with running reports, requesting reports or overall functionality of your product. Our account manager lacks knowledge, expertise on her own products and offered to show me links where I could purchase additional reports or training for me to run those reports. To me, this is unacceptable for any customer. I tried for 4 months to obtain or have the account manager show me how to run a staffing report. She had to get tech support involved, which resulted in hours of my time on the phone over the course of different days. At the end, I accepted what was generated, but it was not a staffing report. This was simply out of shear frustration and not wanting to commit any additional time to get ONE report! All follow ups or requests with my account manager result in her sending me links to do all myself. These links are never what I need or requested. Looks like Five9 may be in our future!
March 07, 2023
Honesty and Knowledge
To answer customer service calls in a more organized way, with caller ID knowing all the time who is the person calling and/or what type of call I'm receiving.
March 07, 2023
great and trust worthy
I use 8X8 for receiving calls and for our agents to log in and take calls from our queues. Great for monitoring
December 21, 2022
8x8 saves the day
We use 8x8 for inbound and outbound calls for Sales and Support, and we use 8x8 to monitor performance and establish analytics with all the tools provided. 8x8 allows managers to view callbacks from callers for training purposes and to better understand what our day-to-day callers are like. We also use 8x8 to properly transfer customers to another agent and it works perfectly. Lastly, we use the desktop app. The desktop app lets us use our personal numbers to reach out to customers and also lets us use video conferencing. This is a huge plus for us as we are able to share our screen and have meetings with multiple guests at once. Lastly we are able to see one another status in the queue, this helps us organize meetings and allows us to go on lunch fluidly.