8x8 Contact Center is a reliable choice
August 17, 2020

8x8 Contact Center is a reliable choice

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

Overall Satisfaction with 8x8 Contact Center

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

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

Cons

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

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

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 Feature Ratings

8.5
Agent dashboard
7
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
Not Rated
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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