8x8 Contact Center--an easy business solution compared to landlines
January 13, 2021

8x8 Contact Center--an easy business solution compared to landlines

Christina K | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

Blanchard & Thomas has been using 8x8 Contact Center for our VOIP needs for more than three years. We use these phones for calling and consulting with our clients and intercom paging other employees within our company. The phones may not necessarily address a problem so much as it is an easy business solution for having phones for our employees versus using landlines, which can be more costly monthly.

Pros

  • Providing solutions to our technical issues such as when the phone has garbled audio or if the calls aren't coming through
  • Reviewing and answering questions with regard to our billing and invoicing
  • Assisting with adding new devices and phone lines to our current plan

Cons

  • Ideally, better quality calls for customer service would be great; I have previously had a difficult time hearing the representative who is helping me
  • I would love to see an easier user platform; the current setup can be a little confusing
  • The password function on the phones has been complicated to navigate and the contact center often can't be of help with these issues
  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

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?

Yes

Would you buy 8x8 Contact Center again?

Yes

I would say a seven only because they are a pricier option compared to some other VOIP plans out there, the customer service isn't always rainbows and sunshine, and we have had numerous tech needs that have had to be resolved. But we do like the convenience of having all of our lines easily accessible for our employees' needs.

8x8 Contact Center Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Customer surveys
Not Rated

Comments

More Reviews of 8x8 Contact Center