Experience with 8x8
October 19, 2021

Experience with 8x8

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

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

Pros

  • Less internet speed requirement
  • Simple and user friendly application

Cons

  • 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.
  • Inbound and outbound calls
  • Conference calls
  • It helped us to quickly connect with customers.
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.

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

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.

8x8 Contact Center Feature Ratings

8.0
Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
Not Rated
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
5
8.2
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
8
Customer surveys
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Jeremiah Mercado
    (Vendor Representative) commented 4 years ago
    Thank you so much for your honest feedback. When issues arises and you are not getting the help needed please do not hesitate to reach out on reviews@8x8.com and provide your latest case ID so we can help right away. Thanks!

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