8x8 is a must!
Updated September 08, 2025
8x8 is a must!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
Currently we use it for multiple departments (Sales, Customer Service, and Quality Control). We use it to receive calls regarding customer inquiries on insurance for Auto, Business, and home. Since we are a call center we need to use a telephony system that allows us to take and place calls as well as monitor and track call data. 8x8 addresses all of these issues with us. Allows me to track all my call center data with multiple reporting options and functions.
Pros
- Reporting.
- Call monitoring.
- Customer support.
- User friendly.
- Easy to set up.
Cons
- Implementation of WFM system.
- More customizable reporting.
- Standalone systems.
- Call quality has had a great impact.
- Customer routing improved.
- Warm Transfers have improved customer experience.
8x8 is light years ahead of Vonage. One of the reasons we switched was because of how bad Vonage was. There are a few reports that Vonage has which 8x8 doesn't but that doesn't mean we are not able to get the same data in 8x8. Vonage lacks customization of status codes, post processing codes, and over control of their systems. Even as an admin I am limited in what I can do in Vonage which is not the case in 8x8. I have almost full authority and control in 8x8 and call center queue set ups. This overall is MUCH better.
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
8x8 Contact Center Feature Ratings
Using 8x8 Contact Center
20 - They are all Call Center agents who use Contact Center daily. We have a combination of sales agents, sales associates, Quality Managers, Service reps, and managers. All of whom are in contact center for queue management and calls. We also have a tech side but they are not on 8x8 as much as we are. They are there for some minor integrations
1 - Currently we only have one person to support 8x8. The person happens to be me. We had a couple of others who were able to assist me when I was out of office. Through a few restructures of the company, I was left as the sole person to support 8x8 and all of its functions.
- Queue creations
- Queue management
- Call Routing
- IVR
- SMS Chats with customers
- Chat function
- SMS Function
- Call Back Function
Evaluating 8x8 Contact Center and Competitors
Yes - We replaced Vonage Enterprise. It was honestly one of the worst products for queue management that I have ever used. I really dislike the lack on control I have over my own queues and routing. I dislike having to ask someone to do this work for me when I can do it myself.
- Scalability
- Ease of Use
- Other
The single most important factor in my decision was the price point compared to others that offered similar control and functionality. I could get the same type of autonomy over my call center queues and routing but that came with a higher price tag. 8x8 was a bit newer so they offered a better price point. So far this has been a great investment on CoverHounds part.
If I had to do it again, I would not change a thing. I made the right choice by going with 8x8 and I will continue to use them unless something changes on the price or quality side of things. For now my decision is set to keep them going.
8x8 Contact Center Implementation
- Implemented in-house
Yes - We had two phases for our company. The first phase was to teach myself and my boss at the time how to set up queues, call routing, and agents. Second phase was training me in Contact Center. They called it (train the trainer). I would learn the system and then train my teammates.
Change management was minimal
8x8 Contact Center Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
As a call center, we have to have support available at all times. No calls coming in is terrible for business so having support when needed is crucial for our business. As luck has it, issues usually happen at opening which for us, is 6am. Most support staff aren't usually logged in by then so having this extra service is a must!
Yes - In the time we have had 8x8, we have had some issues with functionality that were global. I have never had an issue with just our call center. The very few issues that we have had have usually been resolved fairly quickly. Usually within the hour. For the last 5 years with 8x8, this has happened maybe 3 times total. I would say that is pretty good.
I cant provide any specific example since I dont usually have many issues. This would be a generalization in me saying that most instances are fairly quickly resolved. The fact that they are able to get me up and running the same day, within the hour is exceptional for me. I have used other services and some have taken an entire day to resolve an issue.
Using 8x8 Contact Center
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Contact Center Work
- Admin Console
- 8x8 Work
- Call back function set up
- Chat function
Comments
Please log in to join the conversation