8x8 Contact Center usage in a call center/sales environment.
March 05, 2021
8x8 Contact Center usage in a call center/sales environment.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
We utilize 8x8 Contact Center for every Account Executive in the company, as well as our customer and sales support staff. It is used to talk to our customers as well and communicate with each other, and is utilized not only in house, but from many of our employees who work remotely in our COVID 19 environment. It made the transition into a remote worker philosophy seamless, as the 8x8 platform can be used from anywhere without any changes or alterations from the end user. They have been very responsive to our needs, and replace defective equipment quickly and easily.
Pros
- Tracks all inbound and outbound calls from our organization.
- Gives us the ability to record and review calls.
- Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Cons
- With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses.
- When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform.
- If we didn't use 8x8 there are other contact centers available so I don't trace direct ROI to 8x8.
- That being said if we didn't have a professional contact center we probably would not sell as many parts as we do.
- When we are recording calls in two party states and have to used the recording announcement, I would say it creates a negative ROI because many customers don't like hearing they are being recorded.
- Spectrum Enterprise OnDemand and Poly CS540 & CS500 XD Series
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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
Comments
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