Help is only a click away!
January 29, 2021

Help is only a click away!

Kristen Lysobey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We use 8x8 in our medical office for all of our incoming/outgoing calls and messages. Especially helpful during the 2020-2021 year to update patients on new covid measures and procedures.

Pros

  • Availability at all times, does not seem to matter the time zone.
  • Willingness to help, (tech worked with me on Christmas eve to trouble shoot our issues).
  • Every staff member that I've spoken with has been extremely patient and professionals, even when dealing with my obvious frustrations.

Cons

  • Speaking with a live representative quickly. I always seem to have to navigate an automated help center before I can contact a live representative.
  • Time wasted with text "chatting", I have to do a lot of back and forth with a support representative when a simple voice call would eliminate a lot of back and forth to explain the issue in detail
  • rep should review previous case on file re:same issue
  • I've needed to call for assistance three separate times in three consecutive weeks, not sure if previous cases/calls get recorded into our account history, but considering all of our issues are related it would be helpful if each consecutive support person was able to review recent related calls.
  • Reliability, I have worked with Comcast in the past, we often loss service with rain, snow, or wind.
  • Cost effective, again in comparison to Comcast, less expensive for better service.
Comcast was very unreliable and more expensive.

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

The call center is appropriate if a client has already vetted all available online resources, online manuals, etc., and needs personal assistance. It would be helpful if there was a way to immediately call and speak with someone as opposed to being offered online resources first. At least for me, I only use Contact Center if I know I need personal assistance and feel like I have to initial waste steps to navigate an automated system and go thru the motions of then asking for a live representative.

8x8 Contact Center Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
7
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
Not Rated
CRM software integration
7
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
7
Call analytics
7
Historical reporting
7
Customer surveys
8

8x8 Contact Center Support

Great service once I have been given a representative to speak with, but sometimes takes a little bit of wasted time to get to that point.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Support cares about my success
Escalation required
I was at work on Christmas Eve and was only supposed to be in the office for a couple of hours. I ended up staying an additional 5 hours (off the clock) to work on issues recording an external holiday closed greeting. We have been short-staffed since March and have not had a receptionist since then, so I had to take over those responsibilities as well. The support staff stayed with me, troubleshooting and testing a variety of things with me, and did not give up until the issue was resolved.

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Hi Kristen, Thank you for your review, your feedback is important to us. We apologize for the difficulty you’ve had reaching support - please share your account details with reviews@8x8.com and someone will be in touch ASAP. Thanks!

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