Item: 8x8 Contact Center
Rating: 8
Author: Jeffrey Bryan

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

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.

Alternatives Considered

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.

Support Rating

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.

Key Insights

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?

Would you buy 8x8 Contact Center again?

Yes

Other Software Used

Salesforce Service Cloud, Microsoft Office 365, Microsoft Dynamics 365 for Finance and Operations (Dynamics AX)

Likelihood to Recommend

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.

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Jeremiah Mercado
(Vendor Representative) commented 4 years ago
Hello Jeffrey, thank you for taking time in reviewing our service. We are sorry to hear about your struggles in getting support. We have 24/7 support globally, you may use this link to get the right contact for your possible technical issues. https://support.8x8.com/support-services/support/contact-8x8-technical-support
Jeffrey Bryan
commented 4 years ago
Hello Joemar, The phone number in the link you provided is not the correct one for our business. I found this out last year after working with an 8x8 tech for 45 minutes, only to be told by your tech: "I don't have sufficient knowledge of VCC, and you should really be calling mid-market support." He then provided me with that phone number. The number for mid-market support is (866) 975-2273, which to my knowledge, is not published in the Support section of your website.

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

Overall Satisfaction with 8x8 Contact Center