8x8 Contact Center usage in a call center/sales environment.
March 05, 2021

8x8 Contact Center usage in a call center/sales environment.

Gary Savage | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

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.
  • 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.
  • 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.
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

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.

8x8 Contact Center Feature Ratings

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