Overall Satisfaction with 8x8 Contact Center
Call Routing, Quality management, IVR.
- Call Routing
- Reporting
- Quality Management
- Case Management (CRM)
- reporting could be more robust
- still switching components to web based
- Call Routing
- Reporting
- Quality
- reduction in AHT
- Accurate routing First call resolution
Similar systems UI, great option for smaller business.
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 Contact Center Feature Ratings
Using 8x8 Contact Center
10000 - analytics and reporting
5 - IVR writing telephone engineering etc
- analytics
- reporting
- routing
Evaluating 8x8 Contact Center and Competitors
Yes - Shortel
- Integration with Other Systems
- Ease of Use
N/A
8x8 Contact Center Implementation
- Implemented in-house
Yes - set up, testing, user acceptance go live
Change management was a minor issue with the implementation - N/A
8x8 Contact Center Support
Pros | Cons |
---|---|
Kept well informed Quick Initial Response | Slow Resolution Less knowledgeable Escalation required Difficult to get immediate help Need to explain problems multiple times |
yes, we have a support contract..
Yes - reporting not functioning, or reflecting incorrectly
During implementation
Using 8x8 Contact Center
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Quick to learn Convenient Feel confident using Familiar | None |
- reporting
- analytics
Yes - phone features are ok, but nothing for cloud computing.