Poor Salesforce Integration
Melissa McCormack | TrustRadius Reviewer
Updated March 14, 2020

Poor Salesforce Integration

Score 2 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with 8x8 Contact Center

We use the 8x8 contact center (VCC) as our primary customer support phone system. VCC is mainly used by customer support here. VCC isn't used by other departments but we do have an 8x8 virtual office for everyone else. We funnel customers through the VCC main phone tree and direct them to the appropriate support team members. We also wanted this system for the phone survey option.
  • Not much, since it does not integrate with Salesforce it doesn't do what we would like it to.
We liked Grasshopper but we needed a phone survey option and needed HIPPA compliance.
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

Do you think 8x8 Contact Center delivers good value for the price?

No

Are you happy with 8x8 Contact Center's feature set?

No

Did 8x8 Contact Center live up to sales and marketing promises?

No

Did implementation of 8x8 Contact Center go as expected?

No

Would you buy 8x8 Contact Center again?

No

I think there are other options out there that are much better than 8x8. We need something that is compatible with Salesforce and the 8x8 plug-in isn't even close to being a flexible or compatible plug-in. We turned the feature off completely because it's terrible. 8x8 support didn't even understand the limitations of the plug-in themselves. We won't use this system for much longer.

8x8 Contact Center Feature Ratings

Agent dashboard
5
Validate callers
1
Outbound response
1
Call forwarding
1
Click-to-call (CTC)
1
Warm transfer
1
Predictive dialing
1
Interactive voice response
1
REST APIs
1
Call scripts
1
Call tracking
1
Multichannel integration
1
CRM software integration
1
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
5
Historical reporting
Not Rated
Customer surveys
5