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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…

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Recent Reviews

TrustRadius Insights

Seamless Integration: Reviewers consistently praise the seamless integration between the phone system and 8x8 Contact Center, highlighting …
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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.
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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 (117)
    7.8
    78%
  • Call tracking (116)
    6.8
    68%

Reviewer Pros & Cons

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Pricing

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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.

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

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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…

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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.

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Product Demos

8x8 Agent Workspace

Navattic
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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.

7.5
Avg 8.2
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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 Outbound response and Call forwarding and Warm transfer highest, with a score of 8.

The most common users of 8x8 Contact Center are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(303)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Seamless Integration: Reviewers consistently praise the seamless integration between the phone system and 8x8 Contact Center, highlighting its ease of use, stability, and minimal training requirements. The intuitive browser-based interface simplifies operations and reduces onboarding time significantly.

Call Tracking Capabilities: Users value the system's robust call tracking capabilities that allow them to monitor calls from start to finish effectively. The inclusion of post-call surveys for gathering customer feedback has proven instrumental in enhancing customer service levels and refining feedback mechanisms, aiding businesses in understanding customer needs better.

Chat Function Efficiency: Users appreciate the efficiency of the chat function within the system for quick issue resolution, providing assistance in finding reports promptly, and contributing significantly to excellent dashboard functionality. This feature enhances operational efficiency and boosts overall productivity by offering a convenient platform for real-time communication.

Technical Issues: Some users have faced frequent dropped calls, system crashes, background noises during calls, and difficulties in call transfers. For instance, users reported experiencing dropped calls, background noise interference, and challenges with transferring calls smoothly between parties. Support Challenges: Reviewers have expressed frustration with slow response times from technical support staff and inadequate knowledge among customer service representatives. Users highlighted delays in receiving assistance from support teams, communication issues with multilingual agents, and a lack of expertise among customer service reps. User Interface Complexity: Users find the UI challenging to navigate, suggesting improvements for better usability and clearer visibility of status indicators on the directory screen. Specifically, users mentioned struggling to navigate the user interface efficiently and recommended enhancements for easier interaction and improved status display features.

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