The ups and downs
October 28, 2021

The ups and downs

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

8x8 Contact Center is used [by] the entire company. It is convenient to have everyone on the same phone system, however, it is not convenient that not everyone has an 8x8 number which was a company decision due to cost. We are able to transfer calls straight to voicemail when someone is not available which is a really huge plus.
  • Ability to keep record of anytime a number has called in
  • Easy interface to use
  • Easy to implement changes with a quick turnaround time
  • Expanded our Call Center options with voicemail and call back requests
  • Has amazing report functionality that is able to provide all statistical information
  • Phone records are only stored [for] up to a year. This can potentially cause some issues with the type of company we work in.
  • Not easy to search for outbound calls via the phone number or any information.
  • Not able to track a call back request or a voicemail get assigned to which also can cause issues.
  • Phone and chat interactions
  • Monitoring Rep action
  • Report pulling
  • CRM and Custom CRM function
  • 8x8 Contact Center has allowed us to respond to more customer [inquires].
  • Negative impact is the amount of time we lose when we have 8x8 Contact Center issues and have to redownload software.
  • [Positive] is 8x8 Contact Center has allowed us to monitor our agents more closely to improve a customer service interaction.

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


Are you happy with 8x8 Contact Center's feature set?


Did 8x8 Contact Center live up to sales and marketing promises?


Did implementation of 8x8 Contact Center go as expected?


Would you buy 8x8 Contact Center again?


I think 8x8 Contact Center is a really easy system to integrate and has a really friendly interface. I have worked at another call center previously where they used a different system. Compared to the other system Jabbra, 8x8 Contact Center is a lot easier for agents to pick up on. For call centers that want to expand their reachability options, I would definitely recommend 8x8 Contact Center.

8x8 Contact Center Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Warm transfer
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Customer surveys