Item: 8x8 Contact Center
Rating: 9
Author: Samiuddin Mohammed

Use Cases and Deployment Scope

Ours was a decentralized contact center back in 2013. In mid-2013 we thought to have a centralized helpdesk to support our clients 24/7 and for that, we needed a tool to receive calls, emails, and chat. We explored a few applications available in the market at that point in time. Among those, we were locked on 8x8 Contact Center for its features such as login from anywhere, interactive dashboards, and non-dependable extracting of customized reports. It is user-friendly and does not require a lot of training for agents to use it. Also, it is very simple to manage for configuration managers. We have recommended 8x8 Contact Center to a few other accounts within the organization and quite a few accounts opted for using the same technology to run their business.

Pros and Cons

Easy to access the application from any part of world no restriction what so ever.
Customized reporting and interactive dashboard on the go.
Application support is amazing as soon as you log a ticket you will see the support engineer starts working on it and issues will get resolved, and you will keep informed and loop in every communication.

I feel 8x8 Contact Center should spend some time on softphone support. They should have their own softphone.
Automation of reports. For example: if I need a specific report every Monday, a user should have the option to schedule a report and it should get generated at the given time.
I feel you should focus on plug-and-play concepts and easy to configure as Amazon Connect.

Most Important Features

Seamless process of transaction.
Availability of historical data at your finger tips.
Unprecedented support from support team.

Return on Investment

We always appreciated the client for maintaining the SLAs and quality of tool.
Never received a complaint about the nonavailability of agents and there were no unexpected outages.
If any escalation occurred, we were backed by the data. ( Stored in 8x8 Contact Center servers)

Alternatives Considered

Amazon Connect

Post going through all demo sessions and comprehensive side-by-side analysis, we came to the conclusion that we should go for 8x8 Contact Center over competitors. Below are the points that helped us to take the decision. User-friendly: It has all the features that a typical call center required Billing is based on the requirement and at any point in time we increase the license. It's also easy to configure the Agent Console and easy to manage the configuration manager.

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

Oracle JD Edwards EnterpriseOne, Coupa Supply Chain Design & Planning, Microsoft 365

Likelihood to Recommend

We have been using 8x8 Contact Center for more than 9 years. There was not a single day where we faced unplanned downtime. In the present time and work culture, I feel 8x8 Contact Center is the right choice for an organization like ours which is employee-centric and focused on well-being. 8x8 Contact Center is suitable for working from home as well as working from office, as it is a cloud-based application you don't need any specific configuration on your asset.

Products Replaced

No - It was happned

Key Differentiators

Price
Product Features
Product Usability
Prior Experience with the Product

Prior Experience with the Product

Evaluation Lessons Learned

At this time I will focus on flexibility and business analytics reports.

Application for New Age Dynamic Contact Center

Overall Satisfaction with 8x8 Contact Center