8x8 is great!
February 12, 2020

8x8 is great!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

Currently, we use 8x8 Contact Center as our central call center for our Dental company. We have about 36 practices across the state of Colorado and are about to venture into the TX. But, our call center is the central spot for all new patient calls to come into. Currently, we don't use the Virtual Contact Center in other areas of the company but we do use 8x8 features throughout the entire company.

Pros

  • Quick IT assistance.
  • Great customer service from sales rep.

Cons

  • More intuitively set-up systems. Currently there are a lot of steps just to complete a single task.
  • Better reporting that provides more comprehensive detailed information that is easy to access and understand.
  • We are able to centralize new patient calls to go to our Contact Center which drives revenue and new opportunities.
  • We cannot provide accurate data to support some of the areas we would like to look at.
8x8 is leaps and bounds from the coverage we have with Vonage. They provide skill-based routing and other features we utilize and are excited to utilize.
They are efficient when you get the right rep. Sometimes support is difficult to deal with and are quick to jump to conclusions to what they think is wrong but only make matters worse or have me go around in circles to get an answer.

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?

No

Would you buy 8x8 Contact Center again?

Yes

8x8 works well with our company because we have a hybrid phone system where we need regular phones with IVR's, but we don't need a Contact Center for the entire company. So, we can utilize their product because they provide both aspects for us.

8x8 Contact Center Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
7
Call forwarding
5
Click-to-call (CTC)
6
Warm transfer
9
Predictive dialing
8
Interactive voice response
5
REST APIs
5
Call scripts
8
Call tracking
6
Multichannel integration
9
CRM software integration
Not Rated
Inbound call routing
7
Omnichannel inbound routing
7
Recording
6
Quality management
8
Call analytics
4
Historical reporting
4
Customer surveys
Not Rated

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Thank you so much in reviewing our service! Have a nice day to you

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