Skip to main content
TrustRadius
8x8 Contact Center

8x8 Contact Center

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…

Read more
Recent Reviews

Donuts

7 out of 10
July 20, 2023
Incentivized
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.
Continue reading
Read all reviews

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

Popular Features

View all 21 features
  • Warm transfer (115)
    8.0
    80%
  • Call forwarding (119)
    8.0
    80%
  • Agent dashboard (116)
    7.8
    78%
  • Call tracking (115)
    6.9
    69%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all pricing
N/A
Unavailable

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.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.8x8.com/products/plans-and…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

9 people also want pricing

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…

N/A
Unavailable
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.

Return to navigation

Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

6.9
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.2
Return to navigation

Product Details

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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries8x8’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.

Five9, NICE CXone, and Genesys Cloud CX are common alternatives for 8x8 Contact Center.

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(297)

Attribute Ratings

Reviews

(1-25 of 135)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • The ability to record calls
  • click to dial feature help us to avoid dialing to wrong numbers
  • integration with Netsuite
  • script creation is a buit confusing
  • we never found a way to transfer a call from Contact Center to a non-CC user. The call drops as soon as the user who transfered the call hungs up this phone
  • supervisor monitoring calls could be easier
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 8x8 Contact Center integrates the phone system and 8x8 Contact Center all in one product.
  • The interface is easy to use and is stable.
  • All browser based makes it easy in a dynamic call center environment
  • Training needs are minimal.
  • Call routing options are limited
  • Interflow and overflow
  • Pricing
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Allowing you to track calls throughout the entire time from when they are presented to when they are ended
  • Post call surveys are very helpful
  • It would be nice if you were able to make changes directly in a queue rather than having to script it. When calls are transferred to a queue manually it bypasses any scripts and you have very little customization
November 13, 2023

8x8 will work for you!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • The use of the chat function for quick issue resolution
  • Quick assistance when I've needed help finding a report
  • Excellent Dashboard functionality
  • When trying to pull a call for a particular time-you have to go into the journey map, rather than being able to see it right from the main screen in the Quality Managment
November 06, 2023

Honest Opinion

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • allows view of persons currently using
  • messaging is fast and easy
  • easily manageable
  • Hard to hear most times
  • Changes status spontaneously
  • Logs persons in and out of systems spontaneously
July 31, 2023

Great partnership

Jondre Chandler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Continue to maintain a very reliable cloud PBX, this is super important because we rely on our contact centers to support our customers.
  • Listen to customers’ needs and try to implement these new features into their system.
  • Still waiting on 8x8 to improve their whisper feature per channel not per queue.
  • Waiting for them to merge 8x8 work and with VCC so it's single point of access to do all administrative work.
July 20, 2023

Donuts

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • customer service
  • I like that you can have several lines. You are not limited.
  • Easy to use/ figure out.
  • training when first put in.
  • Changing the messages.
  • In my experience, when they say someone will be in touch with you, they need to follow through.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • distributing calls
  • ability to change availability status
  • tracking calls per queue
  • wish we could have gotten details about a call sitting in a queue by clicking the number
  • in my experience, wasn't compatible with all browsers
  • wasn't able to use the contact center on my phone
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Shows the queue.
  • Makes it easy to pull and download calls.
  • Shows statuses visibly.
  • Technical support staff knowledge.
  • Technical issues.
  • Faster turn around time for tickets submitted.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • routes calls to active agents.
  • some reporting
  • allows for supervisor management
  • low level customer service. We had to make a big deal before we got decent responses and response times.
April 18, 2023

Disappointed

Score 1 out of 10
Vetted Review
Verified User
Incentivized
  • live call monitoring
  • account management
  • staffing reports made available as canned reports
  • knowledge/expertise of account managers
  • follow up of account manager
  • follow through of account manager
  • provide training free of charge on reporting
December 21, 2022

8x8 saves the day

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • View Employee Statuses
  • Record Playbacks with correct call back information
  • Provide great analytics for employee performance
  • UI could be more fluid
Return to navigation