First Call = Fast and Finshed
October 29, 2020

First Call = Fast and Finshed

Chris Bugg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

I use 8X8 VOIP for my company and all my employees. 8x8 Contact Center helps us all but mostly me when there is an issue. They are fast and professional and resolve the issues usually within the first call. I don't know many companies who can do that. Speed in my business is essential, and they get it done fast. Lastly, downtime is a real issue in Insurance, and over the many years we have never been down but once for 4 hours due to some programming issues but that was resolved the same day also.

Pros

  • Professional
  • Easy to work with and understand
  • Very knowledgeable about their systems
  • Extremely fast

Cons

  • Mobile apps are a little dated but a new app is in the works.
  • Some of the online learning could be a little clearer for non-users.
  • Very flexible in its uses
  • Can be used via computer, desk phone, or mobile phone
  • Great accountability tools for a sales operation
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Speed in my business is essential and they get it done fast. Insurance shoppers are not patient people. 8x8 Contact Center is rock solid.

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

Vonage Business Communications, 8x8 X Series (Formerly Virtual Office), DX Spectrum (formerly CA Spectrum)
I am an Allstate Exclusive Agent and I use 8x8 VOIP for my company and all my employees. I don't know to many companies who can fix most user-caused errors or errors due to ignorance of the product on the first call usually, but they can. Secondly, they are capable to view your screens and assist you with solutions on the same call to help you see how to fix and then implement the fix for all users. Speed in my business is essential and they get it done fast. 8x8 Contact Center is rock solid.

8x8 Contact Center Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Jeremiah Mercado
    (Vendor Representative) commented 4 years ago
    Thank you so much for your Feedback, Chris. We really appreciate you taking the time out to share your experience with us. We are glad our support was able to fix your concerns right away!

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