8x8 Contact Center definitely worthwhile!!
Updated November 05, 2021

8x8 Contact Center definitely worthwhile!!

Amye Roberson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

8x8 Contact Center is used within my department, and has added flexibily that we did not have before switching to this product. I manage a team of nine Care Center employees that handle several types of media transactions all within the 8x8 Contact Center platform. With this being a cloud-based system we have been able to flex and allow employees to work from home without having to make any internal changes to our server like we did before when we used a system that we housed the hardware in-house. This was especially beneficial during Covid and we were having to manage employee quarantine necessities on a weekly bases.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
  • I would like to see more training on reporting and how to create custom reports.
  • I would like for 8x8 Work and VCC to somehow be merged together for users that have to utilize both platforms.
  • It would be amazing if 8x8 Contact Center had a mobile app.
  • I would like to see in 8x8 Contact Center the ability to add scripting to the agent's view.
  • Having access to the different media channels in one location.
  • The ease of being able to manage agents and queses is unbelievable easy.
  • The fact that I have never had any issues with connectivity.
  • We have been able to reduce our on-hour overflow calls that are routed to a third party call center because we have not had any connectivity issues.
8x8 Contact Center has performed much better for us than the experience that we had with Mitel.

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?


8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.

8x8 Contact Center Feature Ratings

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

Using 8x8 Contact Center

9 - Customer Care agents
1 - Very basic knowledge is needed to support the Contact Center.
  • Answering the phone at a SLA that is acceptable to our customers.
  • Being able to manage multiple media channels in one location.
  • Always having a clear connection.
  • We were able to put chat on our website without having to involve a web designer.
  • We need to link our social platforms to the Contat Center to manage incoming messages.

Evaluating 8x8 Contact Center and Competitors

Yes - Shoretel
  • Product Features
  • Product Usability
We were looking for something that would grow with our business and allow us to be responsive to changes in the work day without having to contact a third party.
I would have asked more questions about support and integrations.

8x8 Contact Center Implementation

It was extremely easy
  • Getting our numbers ported from the previous carrier and making sure the paperwork was correct.

8x8 Contact Center Support

Support is great once you get in touch with them. It takes a bit to have someone reach back out to you.
Good followup
Knowledgeable team
Slow Resolution
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Slow Initial Response
No, we do not have that many issues to require premium support.
Anytime that I have spoken to anyone outside of the Support team, the support and service is exceptional!

Using 8x8 Contact Center

It is very easy to use without having to have a background in telecommunications.
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Feel confident using
  • Tracking emails and cases
  • Pulling call recordings
  • Nothing really