Item: 8x8 Contact Center
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

8x8 [Contact Center] is used for all customer support calls in multiple states. It allows for monitoring and reporting through data analysis, listening to call records, reviewing call data reports, etc. It is also used for customer satisfaction surveys after the call.

Pros and Cons

Shows user information.
Allows for data analysis.
Allows for listening to calls.
Call survey function.

Data analytics are not intuitive and take a lot of knowledge to figure out.

Most Important Features

Reporting functionalities.
Customer surveys.
Portability of phone system to any computer that employee is using.

Return on Investment

Positive impact on reporting capability.
Positive impact on portability of workforce.
Positive impact on customer support.

Key Insights

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

Likelihood to Recommend

8x8 is well suited for call centers. It allows for management monitoring, reporting functionalities, listening to calls, etc. 8x8 [Contact Center] has also been very instrumental in the success of the call center during the pandemic, as it allows for great portability from computer to computer and different physical workspaces.

8x8 in Customer Support

Overall Satisfaction with 8x8 Contact Center