Item: 8x8 Contact Center
Rating: 9
Author: Tomy Joseph

Use Cases and Deployment Scope

We ae are a service organization and 8x8 Contact Center is our key lead generator and customer servicing channel. We use 8x8 Contact Center to power our call center integrating with our CRM solution. We use both inbound and outbound capabilities of the product.

Pros and Cons

8x8 Contact Center integrates the phone system and 8x8 Contact Center all in one product.
The interface is easy to use and is stable.
All browser based makes it easy in a dynamic call center environment
Training needs are minimal.

Call routing options are limited
Interflow and overflow
Pricing

Return on Investment

Overall positive
Cost comparable
Customer service needs improvement

Alternatives Considered

8x8 Contact Center well with prominent platforms including
Nice in Contact
Mytel
Avaya
Genesis

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?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

Likelihood to Recommend

8x8 Contact Center is well suited any call center environment. Where it may be limiting is when your call center is more digital channel vs voice channel. For example, when you need capabilities like taking key words from emails and creating tickets automatically etc.

8x8 Contact Center Review

Overall Satisfaction with 8x8 Contact Center