Item: 8x8 Contact Center
Rating: 10
Author: Bruna Salvino Desbordes

Use Cases and Deployment Scope

The 8x8 Contact Center has been used by all staff members of my team. I found this product very helpful and resourceful. During the COVID-19 pandemic, it is crucial that our company establish good communication between our customers and employees, and 8x8 has certainly provided us with the mobility, practicality, and reliable service that we need to maintain our fast pace day operations effectively.
I also have to mention that the 8x8 customer service and technical support has been very helpful to our company during these past few years.

Pros and Cons

The ability to log in to your account where ever you are is very resourceful.
The desktop application is also very good.
Sending faxes through the desktop application is very easy.
Texting clients using the virtual office is very helpful.

The Account Manager page can be confusing.
It would be nice to have tutorial videos guiding us through the steps of setting up sub-menus, auto attendant etc.

Alternatives Considered

Luma

I found 8x8 customer service to be outstanding when compared to Luma. There are many more tools provided to my team than what I used to have with the service used previously and I have a reliable customer support.

Support Rating

As I previously stated, the customer support is excellent and all agents take their time to find out what your problem is and fix it for you. Whenever I have to add/change something, it's much easier to just contact the 8x8 support than trying to figure out how to make these changes by myself. I have always worked with knowledgeable technicians whenever I needed support.

Key Insights

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?

Yes

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

Other Software Used

Nextiva Call Center, GoToConnect (formerly Jive)

Likelihood to Recommend

8x8 Contact Center suits all needs of our law firm in terms of communication. I like to use the conference rooms and 3-way calls to have office meetings and meetings with clients. I would like to be able to message images to cl as well using the message tool on Virtual office. Also, while transferring a call to an extension using the virtual office, it doesn't allow you to talk to the other person before transferring the call to their extension witch can be annoying.

Very reliable, resourceful and efficient tool.

Overall Satisfaction with 8x8 Contact Center