8x8 Contact Center - Good Solution!
October 16, 2020

8x8 Contact Center - Good Solution!

Tom Shulak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We use 8x8 Contact Center within our entire company to make changes and resolve issues with our phone system configuration as well as billing. Additionally, users, extensions, call groups, and essentially all organization can take place within the Contact Center.

Pros

  • Easy to contact
  • Easy to navigate
  • Can get to a live rep easily

Cons

  • The menu system is not straightforward in spots.
  • Sometimes, it's difficult to make extension/phone number changes.
  • Design settings can be challenging for novice users.
  • Customers can easily get to who they need.
  • Excellent uptime
  • The system allows for us to configure our phones exactly how we need them.
As where 8x8 Contact Center is overkill for what we need, the reviews on Net2Phone are somewhat mixed, so we went with 8x8.
Good functionality and easy to use.
Can easily change almost any config option, although as mentioned before, advanced changes require expertise.

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

You don't need to be a tech expert to use 8x8 Contact Center. Navigation in some areas could be improved. Basic changes are easy, but more complex configuration changes require some expertise to make correctly.

8x8 Contact Center Feature Ratings

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

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Thank you for leaving your feedback about our service Tom!

More Reviews of 8x8 Contact Center