Perspective From a Growing Business. 8x8 is the Way to Go!
August 26, 2020
Perspective From a Growing Business. 8x8 is the Way to Go!

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
Our company uses 8x8, not only for our call center, but in every department for everyday use. For the call center, we have Queues and Ring groups set up to route incoming customer calls to the designated representatives. We utilize VO Analytics to monitor calls in the Queue, daily reporting, and to obtain call center metrics. Before switching to 8x8, the reporting tools we needed were not available. With 8x8, I can easily pull the data needed to ensure our call center is running smoothly.
- VO Analytics are easy to use and customize for our needs.
- Call routing between Queues and Ring Groups.
- Online customer support and case management.
- The reporting for the Queue calls and Call Log for a specific person are separate. It would be more beneficial if I was able to pull one report that had the end users information who answered, rather than having to pull the Queue Report to see this information.
- The initial number of porting was a little rough. We had numbers ported before others and some that didn't port at all. A few port requests had to be made to rectify the situation and I had to escalate the case in order to complete the port.
- The sign on promotion was unmatched to other providers.
- The metrics provided allow us to monitor the productivity of the team.
RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again.
Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
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