Unifoed communications
September 26, 2024

Unifoed communications

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We have over 10,000 customers in the country and we have a dedicated team to provide support and help them with any questions they might have. Our current setup provides a callback when we have a high volume of calls, chat embedded on our portal and soon we will start using the CRM to have our customer data into the local 8x8 CRM. We have 8x8 Contact Center certified employees that help get this features enabled.

Pros

  • IVR
  • Call routing
  • Skill categories
  • CRM

Cons

  • More IVR features and configuration
  • Cost is acceptable given the amount of calls and support made
Defined you will need yo have a SME in order to achieve the desired setup. In our experience, sometimes it takes longer trying to get someone from 8x8 Contact Center support helping setup than if you have someone knowledgeable and able to create scripts, manage them and troubleshooting when something fails.

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

8x8 has a wide catalog of products depending the purpose of the business. If you do not count with a CRM, 8x8 has some OOO solutions or you could also integrate with your own via api or other existing web hooks. Call center routing or just simple call attendant features are also available

8x8 Contact Center Feature Ratings

8.0
Agent dashboard
10
Validate callers
8
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
5
Interactive voice response
8
REST APIs
7
Call scripts
8
Call tracking
9
Multichannel integration
9
CRM software integration
8
9.1
Inbound call routing
8
Omnichannel inbound routing
7
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
9
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 taking the time to leave a review. Thank you for choosing 8x8!

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