8x8 Contact Center review - Inbound only
October 29, 2021

8x8 Contact Center review - Inbound only

Todd Keller | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

I only have experience with inbound call centers. The 8x8 Contact Center is cloud based and nimble. The call center business hours scheduling and holiday setup is straight forward and can handle multiple future dates. Real world scheduling is about a once a QTR activity. The call routing to call center agents is flexible and can be updated by the agent making it "low maintenance" from an administrative point of view. Also has a dashboard, SLA's, and reporting.

Pros

  • Scheduling
  • Dashboard
  • Agent end point call routing

Cons

  • The call center configuration is siloed, so you have to stay consistent/simple in your setup (not necessarily a bad thing).
  • Agent end point phone number editing by the agent.
  • Visibilty to see who is in the call center and how long it has been since they had a call.
  • Allowed multiple locations to coordinate their support activities.

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?

Yes

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

I have not used 8x8 Contact Center with an outbound call center. For your traditional in-bound call center it works great.

8x8 Contact Center Feature Ratings

8.1
Agent dashboard
8
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
10
Call tracking
8
Multichannel integration
10
CRM software integration
1
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Jeremiah Mercado | TrustRadius Reviewer
    Jeremiah Mercado
    (Vendor Representative) commented 3 years ago
    Thank you so much for taking the time to leave us a 5-star review.

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