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8x8 Y/N
May 03, 2023

8x8 Y/N

Randy Ellis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

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

Small to medium based business. Can do most of what the industry leaders are doing.

8x8 Contact Center Feature Ratings

7.3
Agent dashboard
6
Validate callers
5
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
5
Warm transfer
10
Predictive dialing
2
Interactive voice response
8
REST APIs
5
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.1
Inbound call routing
9
Omnichannel inbound routing
6
Recording
9
Quality management
8
Call analytics
8
Historical reporting
10
Customer surveys
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using 8x8 Contact Center

10000 - analytics and reporting
5 - IVR writing telephone engineering etc
  • analytics
  • reporting
  • routing
  • n/a
  • n/a
n/a

Evaluating 8x8 Contact Center and Competitors

Yes - Shortel
  • Integration with Other Systems
  • Ease of Use
N/A
N/A

8x8 Contact Center Implementation

N/A
  • Implemented in-house
Yes - set up, testing, user acceptance go live
Change management was a minor issue with the implementation - N/A
  • N/A

8x8 Contact Center Support

Support is very lacking in knowledge and followup.
ProsCons
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

simple system easy to use
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Feel confident using
Familiar
None
  • reporting
  • analytics
  • N/A
Yes - phone features are ok, but nothing for cloud computing.