Item: 8x8 Contact Center
Rating: 8
Author: Brian Goffron

Use Cases and Deployment Scope

We use the 8x8 Contact Center to distribute and manage calls in our client service department. It helps us manage calls, as well as allows supervisors to monitor employees, see productivity reports, and based on those, allows our staff to continually improve call quality and customer relations. We have about 45 agents using the contact center, with 5 supervisors. This has allowed our client service department to grow and work remotely as well.

Pros and Cons

Call reports
Call monitoring
Distribution of calls

Some technical issues with users being signed out.

Most Important Features

Call distribuiton
Monitoring

Return on Investment

Less expensive
Feature rich, expansion of our capabilities

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

Other Software Used

NetSuite ERP

Likelihood to Recommend

It's very well suited for a call center, such as our client service department. It allows monitoring, and remote workers, which has been very helpful over the past two years. The contact center is very appropriate for that department, but for other areas in our company, just simply having 8x8 Contact Center work installed has been sufficient to carry out job responsibilities.

8x8 Contact Center has been a great product for us

Overall Satisfaction with 8x8 Contact Center