Item: 8x8 Contact Center
Rating: 5
Author: Jose Hermida

Use Cases and Deployment Scope

Contact Center is mainly used by our customer service team, but we also have 2 other departments that use it—Claims management and Material Damage. We are an auto damage appraisal company that works directly with insurance companies and vehicle owners.

Pros and Cons

Ease of use for caller queues.
Ability to overflow calls when a high influx of calls has presented itself.

Contact Center for us would run more smoothly if it was connected to the Virtual Office.
Setting up, creating, and updating scripts in the IVR is very difficult.

Return on Investment

The cost of having 8x8 is outrageous, we started off with just the system to only find out we do not have the network requirements and had to spend thousands to get it going.
We had to purchase new phones.

Alternatives Considered

8x8 was brought upon us by our operating system company, it was not our choice.

Support Rating

Mostly they are good; I had a horrible experience with our account manager and had to have a new one appointed. If I am calling in for support it's because we need help ASAP. At times it takes a while to get answers

Key Insights

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?

Would you buy 8x8 Contact Center again?

Likelihood to Recommend

Generally, the contact center works well. However, setting up or updating is a pain in the neck, and when you call in for help they ask if you have gone through the help online. I am not interested in a self-service phone system. first of all; I have no time for this.

Unsure about IP again!

Overall Satisfaction with 8x8 Contact Center