New Office Assistant Happy With 8x8
August 14, 2020

New Office Assistant Happy With 8x8

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

The whole organization uses 8x8 Contact Center, so we are all able to easily reach each other using our extensions. We have a ring list set up so that if I don't pick up a client or business call that comes through to the main line, my manager is able to pick up the call. If she does not pick it up, a third person may pick it up. That's really helpful; I may not be able to pick up the call because I am in the kitchen, in a different part of the office, or in the restroom, but I don't want those who call in to not reach a person. The fact that the phone doesn't take calls from external callers outside of work hours is great because then we can better stick to work hours, but if we need to talk internally on the phone, the phones will still ring. Being able to check my own voicemail box and also the main voicemail box helps me to do my job well. Easily accessing a list of missed calls, received calls, and dialed calls can help me stay on top of best numbers to reach clients and prospects, and call people back.
  • Service 24/7, despite time differences
  • Email follow-up with articles and the ability to reply to update ticket
  • Ring list for calls to be picked up by multiple people for increased customer service success
  • Polite customer service professionals that take service calls and help fix problems
  • Do not disturb option
  • The away messages seem to not always work right (weekend away message gets played when I'm on do not disturb for a few minutes or if there is a glitch)
  • 8x8 phones have a hard time getting through firewalls with remote working (I had MAJOR phone issues trying to work remotely with my 8x8 phone in another office)
  • Some of the customer service reps are not knowledgeable. BUT MOST ARE!
  • Positive: Being able to identify which numbers missed calls came from and calling them back, including who called after the workday ended
  • Positive: Easily transfer calls directly to an extension and calls automatically rolling over to voicemail if the recipient doesn't pick up
  • Positive: Easily transfer spam calls to a voicemail box
I did not select 8x8 Contact Center but the level of support and interaction has been very, very helpful. The support office hours have made it easier to get help when I need it, and I really like that I can get help on the website through a text messaging feature and that my tickets automatically get emails sent to me that I can reply to (instead of noreply@---) to update the ticket, and a follow-up email is sent by the 8x8 support person after the call. Articles in those emails and automatic follow up to check the status of a ticket have been great. Haven't had to wait too long to talk to a support person except maybe once or twice. Usually, they pick up pretty quickly.
Polite service staff who are pleasant and patient, especially when I am frustrated. They keep talking to me and working through the issue and looking for solutions. One time I was talking to a support person and her shift was ending, so we scheduled a call the next day at the beginning of my shift, and she followed through with it. Great service!

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?

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?


8x8 Contact Center is well suited when the phone is not receiving calls, there is a firewall issue, audio is not working well, or calls get dropped. Also, well-suited when someone wants to know how to reset their phone or change the ring list and when there is an issue with the phone not ringing when calls come through.

It is less appropriate when a person doesn't know how to access voicemails or see missed calls (other staff can explain those things to them).

8x8 Contact Center Feature Ratings

Validate callers
Outbound response
Call forwarding
Interactive voice response
Call tracking