8x8 Contact Center is good but can be a bit better
Updated September 17, 2024
8x8 Contact Center is good but can be a bit better
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
We use 8x8 Contact Center for our Customer Service department. We have customers from all over the city call in for various reasons from billing, to water main breaks, to general questions. 8x8 Contact Center is an upgrade from our last system by miles considering we can go in & change things as needed. We can change our schedule, change the hold music, the time we offer callbacks, etc. This makes things a lot easier from a management standpoint because we are able to work around unforeseen issues a lot easier such as call-ins or systems being down for whatever reason. 8x8 Contact Center has made it a lot easier for us to better serve our customers.
Pros
- View of queue & queue times
- Analytics/information about different things like queues, agent hold times, & overall agent statistics
- Communication about changes/updates
Cons
- Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
- Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
- Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
- Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
- The callback queue was a big thing for a while. Still is to a point but we would have MANY duplicate callbacks & it was frustrating to both the customer & the agent.
- Support is my biggest negative for 8x8 Contact Center. Being able to communicate with someone is essential yet having MANY support agents have a language barrier has made it difficult on both ends to get things addressed/taken care of. Being able to follow the requests of the ticket is a big one as well. I talked about both of these points before, but if I request to communicate via email 9/10 times, I am being called to talk about the problem when it could have been an email. They also request information MANY many times that seems to be useless when I have provided what I think to be all the necessary information. It just doesn't make a lot of sense to me. It has been a little bit since I have had to put anything in for support the last one I did it was substantially better so hopefully that continues.
- Being able to work solely on 8x8 work or 8x8 Contact Center would be a HUGE plus for agents & IT. I see other platforms that are able to do this, if 8x8 was able to do this it would make it 100x better for us so we don't have to work out of two things for an agent to be able to work.
- The last thing is the plans. Not offering an unlimited talking plan to me seems very weird. What we are paying for & the amount of minutes that agents are using doesn't make a lot of sense on a billing standpoint. Offering better pricing/unlimited plans for enterprise like other companies would be a HUGE plus as well.
Do you think 8x8 Contact Center delivers good value for the price?
No
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?
No
8x8 Contact Center Feature Ratings
Using 8x8 Contact Center
15 - Customer support representatives, supervisor, manager, IT, & analytics.
2 - IT Manager & application support specialist.
Knowledge of computers, basic setup, headsets, microphones, software, installation, & configuration of systems are a huge plus when setting up 8x8 Contact Center.
Knowledge of computers, basic setup, headsets, microphones, software, installation, & configuration of systems are a huge plus when setting up 8x8 Contact Center.
- Customer Service
- Analytics
- Billing
- SMS
- Campaigns
- API to tell customer their current bill
Evaluating 8x8 Contact Center and Competitors
Yes - Cisco, replacing with 8x8 gave our internal IT control of the phone system & made it easier to make changes/implement new things in order to better serve both our customers & our service reps to make life a bit easier.
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
One of the most important things with 8x8 was the ease of use. After implementation we were able to figure things out in 8x8 ourselves without breaking things, & it makes it very easy to implement new things into our scripts to better serve our customers.
The things I would look for would be the minutes that the provider uses & gives the client. That is one thing effecting cost greatly because minutes from one month to the next may differ slightly or differ vastly.
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