8x8 saves the day
December 21, 2022

8x8 saves the day

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

Overall Satisfaction with 8x8 Contact Center

We use 8x8 for inbound and outbound calls for Sales and Support, and we use 8x8 to monitor performance and establish analytics with all the tools provided. 8x8 allows managers to view callbacks from callers for training purposes and to better understand what our day-to-day callers are like. We also use 8x8 to properly transfer customers to another agent and it works perfectly. Lastly, we use the desktop app. The desktop app lets us use our personal numbers to reach out to customers and also lets us use video conferencing. This is a huge plus for us as we are able to share our screen and have meetings with multiple guests at once. Lastly we are able to see one another status in the queue, this helps us organize meetings and allows us to go on lunch fluidly.
  • View Employee Statuses
  • Record Playbacks with correct call back information
  • Provide great analytics for employee performance
  • UI could be more fluid
  • Team statuses
  • Analytics
  • Customer Retention
  • Employee Performance

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 is great for all uses cases within a call center, the only downside is not being able to see customer information when transferring within the company. The next user will see my number instead of the customers. This can cause some confusion if we need to look back or are trying to find a playback but it isnt a huge deal that causes to many problems.

8x8 Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
9
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Customer surveys
Not Rated