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

Use Cases and Deployment Scope

8x8 Contact Center is used by a couple of different
departments within our organization to assist customers. It allows for the equal or
unequal rotation of calls among employees, transfers from one employee to
another, transfers to numbers outside of our organization, multi-party line
joining, caller ID, the hold function, voicemail, and more. Within our
organization, we use essentially all of these functions on a daily basis.

Pros and Cons

8x8 Contact Center distributes calls to employees based on our organization's settings.
The 8x8 Contact Center computer application has a fairly user-friendly interface, making it easy to navigate.

The 8x8 Contact Center phone application sometimes seems slow to connect calls, but this could be due to users' cell phone functionality and/or a slow internet connection.
The 8x8 phone application answer button is somewhat small. Instead of being able to simply scroll up on my phone screen to answer a call, I first have to access a small circle on the phone screen and then scroll up in order to answer.

Return on Investment

Our organization reacquired a government contract at least partially based on the customer service our department provides. A large portion of that customer service is conducted through 8x8 Contact Center.

Support Rating

I'm not aware that our organization has ever had to contact 8x8 Contact Center customer service in the almost two-year time period that I've worked with my organization. Therefore, I cannot provide an honest answer to this question, although never having to contact 8x8 Contact Center customer service in this scenario tends to show that the product has worked well for our organization.

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?

I wasn't involved with the implementation phase

Would you buy 8x8 Contact Center again?

Yes

Likelihood to Recommend

If multiple employees within a department will be answering the same phone line, 8x8 Contact Center would be well-suited for that department. Additionally, if (an) employee(s) is/are working remotely, 8x8 Contact Center is suitable because both an office phone (if set-up) and a cell phone will ring simultaneously when a call comes in, assuming the 8x8 user is logged into the appropriate application(s).

8x8 Contact Center Gets The Job Done Well

Overall Satisfaction with 8x8 Contact Center