8 X 8 is GREAT.
8 X 8 Contact Center makes daily tasks more accessible and more efficient by providing business features to save time. My favorite feature …
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…
Recent Reviews
Awards
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Popular Features
- Warm transfer (115)8.080%
- Call forwarding (119)8.080%
- Agent dashboard (116)7.878%
- Call tracking (115)6.969%
Reviewer Pros & Cons
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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Features
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Product Details
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- Competitors
- Tech Details
- FAQs
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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | 8x8’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.
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).
Comparisons
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Reviews and Ratings
(296)Attribute Ratings
Reviews
(1-25 of 135)Companies can't remove reviews or game the system. Here's why
March 11, 2024
8 X 8 is GREAT.
- Customer Service.
- Instructions
- Voice Messages.
- Caller ID.
- All is great!
- 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
January 16, 2024
8x8 Contact Center Review
- 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
January 13, 2024
Decent product but very expensive
- 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!
- 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 07, 2023
8x8 Contact Center
- Call Scripts
- Auto Attendant
- Video Confrencing
- UI for VCC
- Creating User Groups for different sites
- Workflow for VCC
November 06, 2023
Honest Opinion
- 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
October 27, 2023
8x8 Contact Center Contact Center Killer!
- Phone
- Text
- Fax
- Call forwarding
- Voice Mail
- Cannot attach notes to the contacts.
- Cannot think of anything else.
October 18, 2023
8x8 Helps us connect and make better business decisions
- Data
- Analysis for business decisions
- Insights
- None for now
September 10, 2023
8x8 is the way to go if you want to improve customer satisfaction
- Make outbound calls
- Send text messages
- Host information
- 8x8 contact center and work needs to be integrated
July 31, 2023
Great partnership
- 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 28, 2023
8x8 is well worth a second look
- Ease of management and configuration
- Simple built-in CRM tool
- Call queue monitor
- Reporting
- UI on their CRM tool
July 24, 2023
RETIREMENT OF BILLING MANIA LIFE
- CONSISTENCY
- KINDESS
- EFFECIENT
- JAMS
- READABLE DOCUMENT
July 20, 2023
Donuts
- 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.
July 20, 2023
Decent product but not great for our organization.
- 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
July 20, 2023
All inclusive call center experience
- Reporting
- Call recording
- Reports sent directly to inbox
June 18, 2023
Efficient most of the time.
- 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.
- Setting up call trees
- Reporting
- Technical Support
- Sales Support
May 03, 2023
8x8 small contact center usage
- call recordings
- ease of using the system/navigation
- building reports
- tracking adherence
May 03, 2023
8x8 Y/N
- Call Routing
- Reporting
- Quality Management
- Case Management (CRM)
- reporting could be more robust
- still switching components to web based
May 01, 2023
IT analyst review high level
- 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
- 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
March 07, 2023
Honesty and Knowledge
- Identify the caller
- Type of call received
- Duration of call
- Dropped calls
- Background noises
- Calls that roll over after one ring
March 07, 2023
great and trust worthy
- Easy to pull calls
- Easy login
- Great for broadcasting messages
- Logging someone out for breaks
- Adding and removing queues
- being able to reply back on a broadcast message to whomever sent the message
December 21, 2022
8x8 saves the day
- View Employee Statuses
- Record Playbacks with correct call back information
- Provide great analytics for employee performance
- UI could be more fluid