Item: 8x8 Contact Center
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

It is used by most of our departments. It serves two major functions. We use it as a traditional call center for our patients to contact us for assistance in our medial services. We also recently expanded it as a way for our patients to connect to us for telehealth visits.

Pros and Cons

The cloud based platform reduces IT support and maintenance burden.
APIs made it possible to build novel solutions..

While the Support team has been responsive, their internal connection to engineering and operations could use improvement
New product acquisitions are not well integrated with contact center.
New development roadmaps are not well understood by 8x8 sales/support nor communicated well to customers.

Return on Investment

Expanding 8x8 into our telehealth business was critical during the Covid pandemic.

Support Rating

We initially experienced issues with getting prompt support. Their support management responded well to our feedback and works hard to improve. However, there is still room for improvement in the handoff from support to their operations and engineering teams. Specifically, would like to see improved communication from those internal teams.

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?

I wasn't involved with the implementation phase

Would you buy 8x8 Contact Center again?

Yes

Other Software Used

Microsoft 365 Business, Azure DevOps (formerly VSTS), Azure App Service

Likelihood to Recommend

As a traditional inbound contact center and cloud-based solution, 8x8 checks off all the boxes and runs well. We have used their APIs to produce a novel solution on top of their chat queues. It is a critical part of our infrastructure. I have not tried out outbound dialing or outbound SMS, but the later was recently going through a transition, and 8x8 Call Center is not well integrated with a recent SMS acquisition, WaveCell.

8x8 Contact Center is a reliable choice

Overall Satisfaction with 8x8 Contact Center