Item: 8x8 Contact Center
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

8x8 Contact Center is being used to handle inbound support calls from across the globe. A team of technicians are the user agents of 8x8 Contact Center, utilizing call and voice mail queues. It allows us to manage call flow, alert on SLA breaks, and see crucial statistics of caller behavior and agent performance.

Pros and Cons

8x8 Contact Center provides a great real time heads up of queue status.
Lets agents work remotely and use their own phones if required.

Reporting can be made better, would like to be able to generate reports on schedule.
Agent recent call view is missing, hard for an agent to refer to a call handled recently if notes were missed.

Return on Investment

Neither. We were required to stand up the inbound call center, and it's a loss, no ROI.

Support Rating

Often long hold times, needed to wait in queue twice for 8x8 support. Engineers not always able to assist with tricky situations or offer useful workarounds.

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?

Other Software Used

Jira Service Desk, Microsoft Office 365, VMware ESXi

Likelihood to Recommend

We're using only a small portion of the features, so I can't speak to the email and chat channels. But, the voice channels can be improved from an admin standpoint. Perhaps better/easier integration with salesforce and Jira would be another area for improvement. For basic call center functionality, however, 8x8 has been working pretty well.

Thoughts about 8x8 Contact Center for small inbound call center.

Overall Satisfaction with 8x8 Contact Center