Item: 8x8 Contact Center
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We needed call center functionality (call monitoring, queue handling, auto-callback options and multiple agents answering inbound calls). It is being used for the customer service representatives that handle calls.

Pros and Cons

Provides monitoring for active calls.
Gives the flexibility to handle routing of calls and customize events that take place like callback options or customer surveys at the end of the call.

Customer support is not very knowledgeable compared to other vendors. It is difficult to get immediate support and resolutions could be provided in a more timely fashion. I dread having to deal with their support.
We went with 8x8 because they had call center functionality (Contact Center) and PBX back office functionality (user extensions and desk phones via Virtual Office ). We assumed by going with the same vendor for both solutions would make life easier from the implementation of having both systems work together and simplify reporting. That has NOT been the case. The systems might as well have been built by 2 different companies and it is a constant source of pain. We ended up having to undo all of our implementation integrating the 2 systems to work as one and now treat them as 2 systems. We have users in both systems and reporting is annoyingly complicated and we are constantly having issues.

Return on Investment

It has given us greater control over the customer's time waiting on hold and visibility into their wait times.
We are able to track metrics on calls and agent efficiency.

Alternatives Considered

Contivio.com

We go back and forth on whether or not we have made the right decision. Both companies provide some really good functionality but if we weren't using NetSuite we would have gone elsewhere. That being said, 8x8 provides the best call center functionality but Contivio has much better NetSuite integration. Lots of room for a different vendor to come along and sway us to move to their solution.

Support Rating

I like to be able to contact a support rep by phone and get going right away when needed. The 8x8 support experience is mediocre at best. The reps don't seem overly knowledgeable and come across as focused more on getting the case resolved than taking care of the customer's needs. For basic things they get the job done but if you have more advanced questions prepare to wait. Also, if you are using contact center and virtual office and are troubleshooting issues that involve both systems, prepare to get passed back and forth, and maybe get your issue resolved in several days but probably longer.

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?

Did implementation of 8x8 Contact Center go as expected?

Would you buy 8x8 Contact Center again?

Other Software Used

NetSuite, Microsoft Office 365, TeamViewer

Likelihood to Recommend

Most of the call center functionality is available and the platform is relatively flexible in what it allows you to do. Learning the system is cumbersome and their support team feels like it needs some training and quicker responses. We use the contact center and virtual office with weekly issues between the 2 and loathe having to get support involved.

My 8x8 Journey

Overall Satisfaction with 8x8 Contact Center