8x8 Review for Large Sales Divisions
October 30, 2019

8x8 Review for Large Sales Divisions

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

Our sales department uses 8d8 for phone systems, Caller ID, phone recording, call statistics, live monitoring and training. Our sales organization is about 80-100 reps who also use the program as a communication tool.

Pros

  • Call Recording
  • Call Stats
  • Inside Communication

Cons

  • Calling internal vs external
  • Trans IDs are only made live for 2 weeks
  • Does not let the customers type in the extension for the 1 rep they wish to speak to
  • ROI has been a time saver on sending voicemails since it has a feature to allow recorded voicemail drops
Tenfold would always time out and stop working in the middle of our workday. This was a painful experience to reps who were unable to automatically log their calls, and bring up the caller ID system to easily identify our customer accounts. This problem has stopped with 8x8 since it's cloud-based.
I like the tool, but there is still room for improvement by means of internal external calling, getting direct extensions, and a more user-friendly experience in terms of gathering analytics and transferring calls, etc.

I do enjoy the options to live monitor and whisper and join calls alongside reps.

Do you think 8x8 Contact Center delivers good value for the price?

Not sure

Are you happy with 8x8 Contact Center's feature set?

Yes

Did 8x8 Contact Center live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy 8x8 Contact Center again?

Yes

8x8 is call center technology. So it's not designed to let a customer call in, type in an extension, and directly reach the person live, or their voicemail. It's designed to connect with any user at the company so the customer gets a live person on the phone to assist. Our customer base has had a hard time adjusting to this.

8x8 Contact Center Feature Ratings

7.1
Agent dashboard
7
Validate callers
9
Outbound response
6
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
8
Call tracking
6
Multichannel integration
6
7.0
Inbound call routing
7
Recording
7
Quality management
7
Call analytics
7
Historical reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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