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

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

The sign on promotion was unmatched to other providers.
The metrics provided allow us to monitor the productivity of the team.

Alternatives Considered

Mitel Applications Suite and RingCentral

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.

Support Rating

For the most part, the contact center is everything we were looking for. The only issue I have is the analytics. The report I need does not exist so I have to pull two reports and gain my metrics from there. The reports by themselves are informational, but not enough for what I need. Setting up the phone lines, new members and deactivating members is very easy and can be done in minutes. Routing calls to new groups or Queues is very user friendly and alterations can be done quickly and instantly.

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

Likelihood to Recommend

8x8 has many features we, as a smaller business, are not utilizing. As we grow, I know 8x8 has the options we'll need in the future, such as the Switchboard feature. Our Queue calls go to the main queue, and if no one is available, the call is sent to an Overflow Queue that contains members outside out of the main Queue group. This was not a feature with our previous provider but one we had a major need for. 8x8 makes the call routing simple and it is easy to set up and alter as needed.

Perspective From a Growing Business. 8x8 is the Way to Go!

Overall Satisfaction with 8x8 Contact Center