Item: 8x8 Contact Center
Rating: 2
Author: Melissa McCormack

Use Cases and Deployment Scope

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.

Return on Investment

Not much, since it does not integrate with Salesforce it doesn't do what we would like it to.

Alternatives Considered

Grasshopper

We liked Grasshopper but we needed a phone survey option and needed HIPPA compliance.

Support Rating

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.

Key Insights

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

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

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

Did implementation of 8x8 Contact Center go as expected?

Would you buy 8x8 Contact Center again?

Other Software Used

Salesforce Marketing Cloud Interaction Studio

Likelihood to Recommend

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.

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Jeremiah Mercado
(Vendor Representative) commented 4 years ago
Sorry to hear about your displeasure about the integration part, can you share with us tickets that you log about integration? We will further look into it and check with our experts
Melissa McCormack
commented 4 years ago
hi there, we had a lot of tickets months ago and finally settled on the fact that what we would like to do is not possible. It's way too exhausting to rehash this honestly. I offered to Pay 8x8 to help us configure what we needed to happen and their response is that we need to figure it out on our own and forwarded me a link to a pdf doc. Hence we hired an expensive consultant to helps us and in the end discovered that what we want to do with our integration is not possible. It would have saved us time and $$ if 8x8 just said that to us in the first place. Why couldn't they say what you want to do is not possible. Basically what we wanted to do is customize the plug-in slightly. I do not think anyone we connected with 8x8 is familiar enough with the product to know the limitations. Sorry but I know they answer to what we need and I'm not revisiting it for any reason at this time because I have now lost my resources that were dedicated to the configuration so I have no one to revisit this.

Poor Salesforce Integration

Overall Satisfaction with 8x8 Contact Center