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8x8 offers their eponymous 8x8 Virtual 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.https://dudodiprj2sv7.cloudfront.net/product-logos/a8/KL/Z6ZVO3PMVLGX.png8x8 Virtual Contact Center utilized to improve customer service and revenue8x8 Virtual Contact Center is used to cover ~100 locations as an 'overflow' for missed calls. Our team of ~20 people takes overflow calls against those 100 locations to increase the likelihood that patients and customers can talk directly to us when they call. If our clinics are busy, closed, or experiencing technical issues we can rely on the Virtual Call Center to route missed calls to our call center team to provide help to our patients. The Call Center provides that level of service to approximately 1/3 of the total business. The call center team is located within 1 physical location. While it isn't necessary to utilize 8x8 as the phone service provider in order to utilize the 8x8 Virtual Call Center we do utilize 8x8 for phone services as well. We utilize their phone service at all locations, therefore, we have a proven template to incorporate the Call Center solution to all locations.,Makes it easy for patients to get routed to additional employees to take their call. Fairly easy and intuitive interface for staff to track calls taken, time required, and end result. Has the flexibility to manage multiple workflows for multiple lines of business or needs.,For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.,9,There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations. Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.8x8 dramatically reduces communications costsWe used 8X8 primarily for our VOIP service. It worked flawlessly for over a decade across the entire company. 8X8 enabled us to have employees working from home and around the world, while also providing a local presence. It dramatically reduced our communications costs. Our salespeople around the world were able to have a local United States number and avoid long distance back to HQ and other Radixx personnel.,Sound quality is outstanding Very easy to program Cell phones can appear as local extensions and are completely transparent to the caller,Simplifying the use of fax services for the business user. This may only have been a training problem.,10,It enabled us to reduce our communications budget very substantially.,,JIRA Software, Slack, Microsoft 365 Business, Dropbox, Box
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8x8 Virtual Contact Center
6 Ratings
Score 7.5 out of 101
TRScore

8x8 Virtual Contact Center Reviews

8x8 Virtual Contact Center
6 Ratings
Score 7.5 out of 101
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Bryan Simms profile photo
November 01, 2018

Review: "8x8 Virtual Contact Center utilized to improve customer service and revenue"

Score 9 out of 10
Vetted Review
Verified User
Review Source
8x8 Virtual Contact Center is used to cover ~100 locations as an 'overflow' for missed calls. Our team of ~20 people takes overflow calls against those 100 locations to increase the likelihood that patients and customers can talk directly to us when they call. If our clinics are busy, closed, or experiencing technical issues we can rely on the Virtual Call Center to route missed calls to our call center team to provide help to our patients.

The Call Center provides that level of service to approximately 1/3 of the total business. The call center team is located within 1 physical location.

While it isn't necessary to utilize 8x8 as the phone service provider in order to utilize the 8x8 Virtual Call Center we do utilize 8x8 for phone services as well. We utilize their phone service at all locations, therefore, we have a proven template to incorporate the Call Center solution to all locations.
  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Read Bryan Simms's full review
Ron Peri profile photo
November 12, 2018

8x8 Virtual Contact Center Review: "8x8 dramatically reduces communications costs"

Score 10 out of 10
Vetted Review
Verified User
Review Source
We used 8X8 primarily for our VOIP service. It worked flawlessly for over a decade across the entire company. 8X8 enabled us to have employees working from home and around the world, while also providing a local presence. It dramatically reduced our communications costs. Our salespeople around the world were able to have a local United States number and avoid long distance back to HQ and other Radixx personnel.
  • Sound quality is outstanding
  • Very easy to program
  • Cell phones can appear as local extensions and are completely transparent to the caller
  • Simplifying the use of fax services for the business user. This may only have been a training problem.
Outstanding for all voice needs for a company with remote employees. It provides massive communications savings as well as giving the appearance of a single location to the caller.
Read Ron Peri's full review

8x8 Virtual Contact Center Scorecard Summary

Feature Scorecard Summary

Agent dashboard (1)
8
Validate callers (1)
9
Outbound response (1)
10
Call forwarding (2)
10.0
Click-to-call (CTC) (1)
8
Warm transfer (1)
9
Predictive dialing (1)
8
Interactive voice response (1)
8
Call scripts (1)
9
Call tracking (1)
9
Inbound call routing (2)
10.0
Recording (1)
9
Quality management (1)
9
Call analytics (2)
8.0
Historical reporting (2)
7.5
Live reporting (1)
9

About 8x8 Virtual Contact Center

8x8 offers their eponymous 8x8 Virtual 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.

8x8 Virtual Contact Center Technical Details

Operating Systems: Unspecified
Mobile Application:No