Item: 8x8 Contact Center
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

It is being used by my department across all the regions. We are operating our toll-free lines on 8x8 [Contact Center].

Pros and Cons

Less internet speed requirement
Simple and user friendly application

They have limitation[s] of networks for e.g. it works with broadband but has issues with certain networks such as cellular data.
Voice quality is not very great, there is a lag and interference sometimes.
Immediate support is not available for 8x8 issues. They [seem to] have limited staff and [in my experience] nobody [is] available to provide real time support in APAC region.

Most Important Features

Inbound and outbound calls
Conference calls

Return on Investment

It helped us to quickly connect with customers.

Alternatives Considered

Genesys PureConnect

Genesys required higher bandwidth compare to 8x8; however, it works on all type[s] of network[s]. Call quality is good compare[d] to 8x8. Features are awesome and also user friendly.

Key Insights

Do you think 8x8 Contact Center delivers good value for the price?

Not sure

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

Other Software Used

Agile CRM, Okta Workflows (Azuqua), Salesforce Lightning Platform (formerly Salesforce App Cloud)

8x8 Contact Center application's is user friendly and requires less bandwidth. However, they are having limitations of network. Sometimes voice quality is not good even though you have good internet. [In my experience], real time support is not available for certain regions.

Experience with 8x8

Overall Satisfaction with 8x8 Contact Center