My Opinions of 8x8
September 19, 2024

My Opinions of 8x8

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

It is used for a sales call center.
Visibilty of the daily call interactions.
Agents answer incoming calls & make outbound calls to customers.

Pros

  • Provides multiple skill levels for queues.
  • Customizable dashboards.
  • User friendly soft phone.

Cons

  • Need to be able to create reports for day-of-week stats.
  • Would like to hide or remove the features our business does not use.
  • Reporting is not user-friendly.
  • Ability to copy agent settings when setting up wigets & reports.
  • Too much time needs to be spent on learning & creating reports.
  • I do not see 8x8 being an innovator, but a follower.
  • When ofering new products, they charge more than competitors who have experience with new technology like AI.
The reporting is not as robust as we need it to be. Many, like day-of-week reports are not available. The formatting of the reports does not provide easy readability. Users search should have a search field for quick access rather than having to scroll through all users either alphabetically or reverse alphabetical search.

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

No

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

No

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?

No

Would you buy 8x8 Contact Center again?

No

Works for call center monitoring & call handling.

Reporting is not user-friendly. It is cumbersome. It would help to have a repository of customer used reports to copy.

8x8 Contact Center Feature Ratings

7.0
Agent dashboard
7
Validate callers
7
Outbound response
7
Interactive voice response
7
3.3
Call analytics
1
Historical reporting
3
Live reporting
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented a year ago
    Dear Customer, thank you for your review and we are sorry you are not happy with the features on the product. If you would like to discuss this further please email reviews@8x8.com.

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