8x8 Contact Center, Great Solutions with some 'Quirks'
February 25, 2021

8x8 Contact Center, Great Solutions with some 'Quirks'

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with 8x8 Contact Center

Our entire organization migrated from an on premise VoIP system to 8x8 Contact Center to solve many hurdles we faced, including the recent pandemic and how that changed the needs of the organization due to working from home. This solved our need for a more modern, cloud-based solution, and provided remote administration capabilities as well as multi-platform solutions for our users.
  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.

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

Microsoft 365 (formerly Office 365), Ayoa, Microsoft Teams, Snagit, KeePass, Notepad++, Oracle VM VirtualBox
8x8 is great for an organization which needs to implement a new cloud-based phone service or migrate from an antiquated on-premise system. 8x8 allows for remote administration, easy setup and maintenance and easy user adoption.

8x8 Contact Center Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
6
Call tracking
9
Multichannel integration
9
CRM software integration
Not Rated
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Customer surveys
9