Good Product, Needs Improvement
September 19, 2022
Good Product, Needs Improvement
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
We use 8x8 Contact Center to schedule our patients. The product helps us understand what patients are calling about, by utilizing wrap codes. We are also able to evaluate the agents performance.
- Analytics
- Monitoring Agents
- IVR Scripting
- Wrap Codes need sub categories
- Ability to send transferred calls back to the sender if the transferred to party doesn't answer
- Include a Transferred To field within the interaction details of a transferred call
- Queue On/Off buttons, with the ability to set "Off" recordings
- The ability to export Users, Queues, and Skill
- Wrap Codes
- Evaluations
- Live Monitoring
- Analytics
- We are implementing the IIVR and that should have a positive impact if it goes as planned.
I like 8x8's training platform. It was relatively easy to get caught up and start working within the system. I have less freedom in 8x8 than I did with Kandy, which can be good and bad. Kandy is more feature rich when it comes to physical phones, but 8x8 has a better soft client, and the analytics are way better than Kandy's system.
Do you think 8x8 Contact Center delivers good value for the price?
Not sure
Are you happy with 8x8 Contact Center's feature set?
No
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?
No