Item: 8x8 Contact Center
Rating: 8
Author: Deanna Garcia

Use Cases and Deployment Scope

We use the 8x8 system as a virtual phone for all of our work at home employees. There are some issues that arise with software updates and it kicking people out a lot but over all we have been able to utilize it. I recently have been doing more research on 8x8 to better understand it and to expand my skills into WFM. There have been a lot of features that my company does not currently use but hope to use in the future.

Pros and Cons

call recordings
ease of using the system/navigation

building reports
tracking adherence

Most Important Features

call recording
call time tracking and wrap up time
being able to see availability and make custom dashboards

Return on Investment

we are not able to pull the report how we need them
being able to link the calls to an order #
manage quality within the teams and ensure that we are pro viding the best customer service.

Key Insights

Do you think 8x8 Contact Center delivers good value for the price?

Not sure

Are you happy with 8x8 Contact Center's feature set?

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?

Yes

Likelihood to Recommend

Using this in a virtual setting is excellent, very cost effective to the company and ensures that we can track what calls our employees are doing. I would like to see where it flags for short calls, maybe where it just rang and hung up. I see this with agents trying to reach their call numbers and I have to go in and do some research. I have not found a way to be notified to point those calls out. I would also like to see a streamlined adherence report that we can just pull and hand out to agents.

8x8 small contact center usage

Overall Satisfaction with 8x8 Contact Center