Item: 8x8 Contact Center
Rating: 10
Author: Verified User

Overall Satisfaction with 8x8 Contact Center

Use Cases and Deployment Scope

We use the 8X8 contact center when we run into problems with our office phones that our usual consulting group can't help with. These issues include the amount of internet speed going from the phone to the computer and canceling lines because we are no longer at a site.

Pros and Cons

Pros

Great responses back from Tech support in a timely manner.
Connecting with the individual that is having an issue and walking them through the process to fix it.
Providing us with updates on what is going on and how long it will take to complete what we need.

Cons

I really don't see any at this time. Every time I use them they give me great service.

Return on Investment

8X8 Contact Center has a positive impact on what we use the phone system for.

Usability

8X8 Contact Center's usability runs very well. I have no complaints.

Alternatives Considered

We have no experience with any similar products.

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?

Yes

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

Likelihood to Recommend

The Contact Center is well suited every time I use them. I do not have any scenarios where it is less appropriate.

8x8 Contact Center Feature Ratings

Using 8x8 Contact Center

Users and Roles

Only Business Services use the 8X8 Contact Center. We are the department that handles all issues with the telecommunications used. The person who is having issues with their phone will contact us, and we will resolve the problem. Only on rare occasions do we have them contact us if they have an issue, as the technical support will call them on their agency cell phone to walk them through.

Support Headcount Required

Our Business Services Department has the contact information for the 8X8 Contact Center, but it is not on an ongoing basis. It is on a per-issue basis. We usually have no issues with 8X8, so we do not have to reach out to them. It is the rare occasion that we need their assistance.

Business Processes Supported

Calling our various buildings.
Using 8X8 for meetings.

Innovative Uses

Nothing at this time.

Future Planned Uses

Have nothing to right now that we might use 8X8 Contact Center.

Likelihood to Renew

We are a federally funded non-profit organization. We have to bid for all services, and we have to go with the lowest bidder. If 8X8 were the lowest bidder, we would go with them.

Evaluating 8x8 Contact Center and Competitors

Products Replaced

Yes - We went out to bid as we are federally funded, and we replaced the products with 8X8 because they were the lowest bidder. The previous product was not working as it should have, so it was a great fit to have 8X8 be there.

Key Differentiators

Scalability
Ease of Use

Ease of Use was one of the most important factors, because we have several buildings, and we needed a phone system that would work with different levels of staff with their knowledge.

Evaluation Lessons Learned

We cannot change our evaluation and selection process. As we are a non-profit organization and have to go with the lowest bidder.

Comments

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Alison Stewart
(Vendor Representative) commented a year ago
Dear Customer, We are delighted that you are pleased with the 8x8 Contact Center and the ease of getting technical support when needed. Thank you for choosing 8x8!

Great Service.