Item: 8x8 Contact Center
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use 8x8 for making appointments for the 8 clinics we have in 5 states. We do not really address a lot of problems, although we do and would take calls for any complaints regarding the company. We are a part of the company that is a group of team members that are trained in the specifics for making the kind of appointments for the services our clinics offer.

Pros and Cons

I can see what clinic the incoming call is for, so I know how to answer accordingly.
I am able to see what other representatives are available in case I need to transfer a call.
I, and most patients, like that I can text information like their appointment times and map links to the clinic.

Sometimes call transfers don't work. It's almost a hit or miss with a lot of them.
There needs to be a way to log out if it gets stuck and won't end a call.
I wish sometimes I could go back to the last call to see the phone number in case I didn't enter it correctly.

Return on Investment

It is overall a great tool for doing what we do.
When there are technical issues, it does make things stressful.
It provides the higher-ups with data regarding call intake.

Usability

It is basically pretty easy to use. I haven't really tried poking around in more of the features. I do plan on doing so though. I think there is more to 8x8 than what I think. I will probably do some research into more of the things I might be able to do with it.

Support Rating

I have personally only dealt with an 8x8 technical support representative once, but my experience was relatively quick and painless. I'm not sure I like the online chat customer support since it is more of a robotic responsive type. I'd rather chat with an actual person right off the bat.

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?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy 8x8 Contact Center again?

Yes

Other Software Used

AdvancedPM (formerly ADP AdvancedMD), Microsoft 365 (formerly Office 365), Adobe Acrobat DC

Likelihood to Recommend

8x8 Contact Center works perfectly for doing what we need to do. We all have our team names, so we know where and who we would need to transfer a call if needed. I assume that it is operational for our operator(s) for when they are directing incoming calls accordingly to the proper agents.

Great product!

Overall Satisfaction with 8x8 Contact Center