8X8, the total package.
August 07, 2019

8X8, the total package.

MIKE BARBARO | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We are using 8x8 in our contact center and every phone throughout the company is on 8x8.

Pros

  • 8X8 is reliable.
  • 8X8 analytics and reporting are very good.

Cons

  • When there is a system outage the response team, at times, is slow to react.
  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
We have no issues.
They're slow to react -- sometimes we cannot get people to help with system failure.
8x8 is much better than our previous vendor.
8x8 is well suited for our use, to handle incoming calls. It's also suited for the ability to transfer calls to other locations.

8x8 Contact Center Feature Ratings

7.0
Agent dashboard
7
Validate callers
7
Outbound response
6
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
7
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Jeremiah Mercado
    (Vendor Representative) commented 6 years ago
    Hello Mike, thank you for taking time in reviewing our service. There are 2 ways for you to reach our support one via phone call or the other one is via chat. https://support.8x8.com/support-services/support/contact-8x8-technical-support You may utilize our chat if there are big wait times over the phone. Hope it helps and you have a nice day!

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