Our 8x8 solution is efficient, economical, and reliable; but their support needs improvement.
Jeffrey Bryan | TrustRadius Reviewer
January 29, 2020

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

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with 8x8 Contact Center

Fortna uses the 8x8 Contact Center for our dedicated Client Support Team (a department) to automatically route client calls to available client support specialists without having to use a human dispatcher. This saves our clients valuable time when a facility is down. We also use it to record these calls for quality assurance.
  • Routes call very efficiently
  • Very east to program IVR scripting
  • Sometimes it is difficult to get the correct 8x8 individual to provide phone support
  • Bria Soft Phone licensing is cumbersome, as 8x8 needs to be contacted whenever any given user switches to a new laptop
  • Positive: Increases the speed at which client callers are connected to Fortna Support Specialists, thereby increasing client goodwill and client loyalty.
  • Positive: 8x8 is a relatively inexpensive solution, considering the features provided.
8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
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.

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

Yes

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

Yes

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

Yes

Did implementation of 8x8 Contact Center go as expected?

No

Would you buy 8x8 Contact Center again?

Yes

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.

8x8 Contact Center Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
Not Rated
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
9
Call analytics
8
Historical reporting
9
Customer surveys
Not Rated