8x8 Contact Center definitely worthwhile!!
Updated November 05, 2021
8x8 Contact Center definitely worthwhile!!
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.
- MiCloud Connect (formerly ShoreTel)
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?
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
8x8 Contact Center Feature Ratings
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
- Implemented in-house
- Getting our numbers ported from the previous carrier and making sure the paperwork was correct.
8x8 Contact Center Support
| Pros | Cons |
|---|---|
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
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Tracking emails and cases
- Pulling call recordings
- Nothing really