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USER FRIENDLY AND INFORMATIVE
June 11, 2022

USER FRIENDLY AND INFORMATIVE

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

I USE 8X8 ON A DAILY BASIS TO TAKE CALLS. I ALSO USE IT TO MONITOR AND SET QUEUES IF AND WHEN NEEDED. IT PROVIDES A LARGER SCOPE OF ACCESSIBILITY IN BEING ABLE TO NOT ONLY MONITOR CALLS BUT ALSO HAS A WIDE RANGE OF REPORTING DATA THAT IS VERY USEFUL.
  • DATA FOR REPORTING
  • MONITORING
  • USER FRIENDLY FOR THE MOST PART
  • REQUIRING THE USER TO BE LOGGED INTO THE APP AND THE AGENT IN ORDER FOR THE AGENT TO FUNCTION
  • BEING ABLE TO PLACE CALLS ON HOLD ON THE AGENT WITHOUT HAVING ISSUES GOING BACK TO THE CALLER (THIS HAPPENS OCCASIONALLY)
  • THE CALLS DROPPING DUE TO CONNECTION LOST (OCCASSIONALLY)
  • DATA REPORTING
  • MONITORING
  • WALL BOARD FOR LIVE STATS
  • GREAT FOR LIVE MONITORING
  • WIDE RANGE OF REPORTING DATA
  • USER FRIENDLY

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?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy 8x8 Contact Center again?

Yes

8X8 WORKS WELL FOR THE CALL CENTER ATMOSPHERE MOSTLY BECAUSE OF THE WIDE RANGE OF REPORTING DATA THAT IT OFFERS. HOWEVER, THE NORMAL DAY-TO-DAY USAGE FOR THE ACTUAL AGENT USER COULD USE IMPROVEMENT IN SOME AREAS LIKE THE SERVICE CONNECTION, THE ABILITY TO PLACE CALLERS ON HOLD OR CONFERENCE, AND THE 8X8 APP CONSTANTLY HAVING TO BE UPDATED.

8x8 Contact Center Feature Ratings

7.1
Agent dashboard
6
Validate callers
6
Outbound response
Not Rated
Call forwarding
6
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
7
Call analytics
8
Historical reporting
9
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using 8x8 Contact Center

RANGE FROM CALL AGENTS TO MANAGEMENT
  • DAILY AGENT CALLS
  • REPORTING
  • MONITORING
8X8 IS USEFUL BUT THERE IS ROOM FOR IMPROVEMENT

Evaluating 8x8 Contact Center and Competitors

Yes - CISCO WAS REPLACED BY 8X8 - I WAS NOT INVOLVED IN THE DECISION FOR REPLACEMENT
I WAS NOT INVOLVED IN THE DECISION TO PURCHASE
I WAS NOT INVOLVED IN THE DECISION TO PURCHASE 8X8