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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

8x8 will work for you!

8 out of 10
November 13, 2023
Incentivized
My company uses 8x8 to bring in callers for our 36 properties, to be assisted by our Care Center. Each property uses several different …
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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 (116)
    7.8
    78%
  • Call tracking (115)
    6.9
    69%

Reviewer Pros & Cons

View all pros & cons
DD
Darlene Downs Jones
Credentialing Specialist
Pinnacle GI Partners PC (Medical Practice, 5001-10,000 employees)
Verified User
Manager in Information Technology
Wholesale Company, 11-50 employees
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Pricing

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8x8 Contact Center

8x8 Contact Center

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

Amazon Connect

Amazon Connect

Free
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…

Five9

Five9

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

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 8.3
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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 Integrations

8x8 Contact Center Competitors

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).
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Comparisons

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Reviews and Ratings

(296)

Attribute Ratings

Reviews

(26-50 of 52)
Companies can't remove reviews or game the system. Here's why
August 14, 2020

New Office Assistant Happy With 8x8

Verified User
Administrative Assistant in Customer Service
Financial Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
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!
August 13, 2020

Very reliable, resourceful and efficient tool.

Bruna Salvino Desbordes | TrustRadius Reviewer
Bruna Salvino Desbordes
Office Manager
The Fogle Law Firm, LLC (Law Practice, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
As I previously stated, the customer support is excellent and all agents take their time to find out what your problem is and fix it for you. Whenever I have to add/change something, it's much easier to just contact the 8x8 support than trying to figure out how to make these changes by myself. I have always worked with knowledgeable technicians whenever I needed support.
March 14, 2020

Poor Salesforce Integration

MM
Melissa McCormack
Senior Manager Customer Experience
Constant Therapy (Health, Wellness and Fitness, 11-50 employees)
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
1
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
February 25, 2020

That Canadian Review

Verified User
Manager in Customer Service
Consumer Goods Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I haven't had to use the support yet, although our IT manager does from time to time. He seems satisfied with the response rate and level of support.
February 17, 2020

8x8 Contact Center Gets The Job Done Well

Verified User
Employee in Customer Service
Information Technology & Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
I'm not aware that our organization has ever had to contact 8x8 Contact Center customer service in the almost two-year time period that I've worked with my organization. Therefore, I cannot provide an honest answer to this question, although never having to contact 8x8 Contact Center customer service in this scenario tends to show that the product has worked well for our organization.
February 15, 2020

It works

Verified User
Professional in Information Technology
Entertainment Company, 1-10 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
6
My first time having to contact support I went through 3 different people all trying to fix the same issue. When escalated to the next group we wasted a day doing what the previous person had already tried. Support was difficult to catch because of time zones.
February 12, 2020

8x8 is great!

Verified User
Team Lead in Customer Service
Hospital & Health Care Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
They are efficient when you get the right rep. Sometimes support is difficult to deal with and are quick to jump to conclusions to what they think is wrong but only make matters worse or have me go around in circles to get an answer.
February 12, 2020

My 8x8 Journey

Verified User
Director in Information Technology
Public Safety Company, 51-200 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
3
I like to be able to contact a support rep by phone and get going right away when needed. The 8x8 support experience is mediocre at best. The reps don't seem overly knowledgeable and come across as focused more on getting the case resolved than taking care of the customer's needs. For basic things they get the job done but if you have more advanced questions prepare to wait. Also, if you are using contact center and virtual office and are troubleshooting issues that involve both systems, prepare to get passed back and forth, and maybe get your issue resolved in several days but probably longer.
February 12, 2020

Unsure about IP again!

Jose Hermida | TrustRadius Reviewer
Jose Hermida
/ Phone Administrator
SCA Appraisal Company (Automotive, 51-200 employees)
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
Mostly they are good; I had a horrible experience with our account manager and had to have a new one appointed. If I am calling in for support it's because we need help ASAP. At times it takes a while to get answers
February 07, 2020

Great for Customer Service Teams

Verified User
Employee in Customer Service
Retail Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
The team has been very responsive and helpful whenever we have a question. They have also directed us to the many useful videos in the database for reference. Every time we have a question about how something works, the support team is very responsive and answers all of our questions quickly.
February 03, 2020

Moderate Satisfaction

Verified User
Consultant in Other
Medical Practice Company, 51-200 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
As I mentioned earlier, support is split between the Contact Center and the Business office solution. Contact Center go to US-based agents, Business offices go to an offshore call center, likely in the Phillippines. Support is just average compared to other solutions.
January 31, 2020

My experience with 8x8

Edgar Martinez, ITIL | TrustRadius Reviewer
Edgar Martinez, ITIL
IT Manager
ExamSoft (Education Management, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I have gotten good support from the 8x8 team whenever the need arises. For 8x8 Contact Center, I do recommend that you ask to have your call escalated if you do have a more complex question with 8x8 VCC's scripts or channels. They work with you very well whenever you need to change something and work with your change control procedures.
January 31, 2020

Finally a call center suite for SMB and up!

John Marshall | TrustRadius Reviewer
John Marshall
Business Advocate; SME, POS Pro, Payroll, Merchant Services, Lending
Beyond Merchant Services (Restaurants, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
8x8 understands that call center solutions place a lot of eggs in one basket and that if things go wrong the issue gets exponentially bigger very quickly. 8x8 prioritizes VCC issues while also offering other options like email and live chat for everyday issues, changes, etc.
January 29, 2020

Our 8x8 solution is efficient, economical, and reliable; but their support needs improvement.

JB
Jeffrey Bryan
Sr. Contracts Manager
Fortna Inc. (Logistics & Supply Chain, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
5
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
January 28, 2020

Contact Center Nightmare

Verified User
Director in Information Technology
Consumer Services Company, 51-200 employees
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
1
Customer service is based in the Philippines. Most agents I have spoken to speak fluent English. But being able to speak it does not mean you understand the uses of words in general, specific or technical conversation. In my experience so far, conversational English is lacking. The understanding of nuance and meaning with words conveyed is not there. If you call 8x8 for support, you will be repeating yourself many, many times. Trying to hang up the phone if/when you finally reach completion of a project takes far to long with everything they are 'required' to say. It is very very poorly done. It is a very painful experience having to call 8x8 for technical support.
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