8x8 Contact Center

8x8 Contact Center

Customer Verified
Top Rated
About TrustRadius Scoring
Score 7.8 out of 100
Top Rated
8x8 Contact Center

Overview

Recent Reviews

8x8 is great!

9 out of 10
September 14, 2022
ABC Home and Commercial Services Use 8x8 Contact Center on a daily basis to interact with our customers via Phone, Email, and Chat. 8x8 …
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8x8 Pros and Cons

10 out of 10
July 01, 2022
I use 8x8 Contact Center for contacting my coworkers and helping customers with their insurance claims. I use 8x8 every day; this software …
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Great product!!

9 out of 10
June 13, 2022
I use the 8x8 contact center to access agents and remove or add the queues, so that they may be able to step away from their desks for …
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PRACTICAL

8 out of 10
June 13, 2022
I take customer service calls and 8x8 helps by managing the type of calls that are coming in. It helps in understanding how to manage the …
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8X8 PROS AND CONS

10 out of 10
June 13, 2022
I use the 8x8 Contact Center to communicate with customers and my co-workers to get our customers the best customer service they can get.
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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 (92)
    8.3
    83%
  • Agent dashboard (91)
    8.0
    80%
  • Call forwarding (97)
    7.7
    77%
  • Call tracking (88)
    6.9
    69%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Unavailable

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…

Entry-level set up fee?

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

Offerings

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

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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.

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Features Scorecard

Contact Center Software

7.5
75%

Workforce Optimization (WFO)

8.2
82%
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Product Details

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 Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Five9 and NICE CXone are common alternatives for 8x8 Contact Center.

Reviewers rate Omnichannel inbound routing highest, with a score of 9.

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

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Reviews

(1-25 of 51)
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April 20, 2021

8x8 is a must!

Score 8 out of 10
Vetted Review
Verified User
Review Source
Any time I have an issue or just questions in general, I get quick response and assistance. It could on system issues or just stuff that I don't know how to do. An agent is always willing to spend the time showing me how to use the system. Sometimes even after hours which is above and beyond.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
October 29, 2020

Great product!

Score 10 out of 10
Vetted Review
Verified User
Review Source
I have personally only dealt with an 8x8 technical support representative once, but my experience was relatively quick and painless. I'm not sure I like the online chat customer support since it is more of a robotic responsive type. I'd rather chat with an actual person right off the bat.
Chris Nguyen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Score 10 out of 10
Vetted Review
Reseller
Review Source
The support has always been amazing and the Web Portal is simple to use and understand.
August 29, 2020

8x8 Contact Center

Score 8 out of 10
Vetted Review
Verified User
Review Source
I think it is easy to use from an administrative perspective. What prevents me from giving it a rating of 10 is the lack of direct integration with the main 8x8 Work application and the fact that the Contact Center is all web-based with no local application installer. If there was simply a Contact Center plug-in for the 8x8 Work app or even a standalone application I think this solution would be a 10 out of 10.
August 26, 2020

Highly Recommend!

Score 10 out of 10
Vetted Review
Verified User
Review Source
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Score 8 out of 10
Vetted Review
Verified User
Review Source
For the most part, the contact center is everything we were looking for. The only issue I have is the analytics. The report I need does not exist so I have to pull two reports and gain my metrics from there. The reports by themselves are informational, but not enough for what I need. Setting up the phone lines, new members and deactivating members is very easy and can be done in minutes. Routing calls to new groups or Queues is very user friendly and alterations can be done quickly and instantly.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Knowledgeable reps can access through email, live chat, or phone. The issue was resolved with first contact the last time I reached out, but the live chat was a bit slow in simple responses. A phone call might have been quicker.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We initially experienced issues with getting prompt support. Their support management responded well to our feedback and works hard to improve. However, there is still room for improvement in the handoff from support to their operations and engineering teams. Specifically, would like to see improved communication from those internal teams.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Polite service staff who are pleasant and patient, especially when I am frustrated. They keep talking to me and working through the issue and looking for solutions. One time I was talking to a support person and her shift was ending, so we scheduled a call the next day at the beginning of my shift, and she followed through with it. Great service!
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