Item: 8x8 Contact Center
Rating: 9
Author: Edgar Martinez, ITIL

Use Cases and Deployment Scope

We use 8x8 Contact Center for our product support. When our customers call into our support line, they need to be able to get support quickly. 8x8 Contact Center gives us the tools not only to answer calls, but it also provides analytics.

Pros and Cons

8x8 Contact Center is in the cloud.
8x8 Contact Center works anywhere, and has a softphone.

UI is great.

Return on Investment

It is in the cloud, so sometimes we do have downtimes.

Support Rating

I have gotten good support from the 8x8 team whenever the need arises. For 8x8 Contact Center, I do recommend that you ask to have your call escalated if you do have a more complex question with 8x8 VCC's scripts or channels. They work with you very well whenever you need to change something and work with your change control procedures.

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?

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

Other Software Used

Microsoft Office 365, Slack, Zoom

Likelihood to Recommend

It is well suited for companies that wish to have the call center technology infrastructure in the cloud. It would work for companies who have call agents who work from home as well.

My experience with 8x8

Overall Satisfaction with 8x8 Contact Center