Good product, but support and account reps leave a bit to be desired
February 13, 2020
Good product, but support and account reps leave a bit to be desired
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
8x8 Contact Center is used by our product support staff. It allows us access to different call metrics which are used to improve customer satisfaction. We monitor hold times to allow us to respond appropriately by increasing available agents, we look at abandonment rates which indicate inefficiencies in our processes, and we look at call duration to determine if specific support agents require additional training.
- Call queue display is easily consumed but provides the correct amount of detail.
- Metrics assist with business improvement.
- Customer support was not knowledgeable at times.
- Account representative did not communicate effectively.
- We have used the metrics to improve process inefficiencies.
- We have used the metrics to justify development of other self help tools.
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