8x8 Work Contact Center - Our Perspective
September 27, 2024

8x8 Work Contact Center - Our Perspective

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We had issues centralizing information and serving our customer base as we have multiple locations. We updated our business processes to funnel incoming calls to main numbers to a newly created contact center. The 8x8 solution was a natural choice for us as we were already using their UCaaS solution too.

Pros

  • Ease of use
  • Integration into existing 8x8 phone system
  • Great CRM options

Cons

  • Contact center support could use work.
  • The agent dashboard could allow better customization.
  • The reporting system can be misleading at times.
  • The contact center solution has been very easy to use and get new agents up to speed.
  • We've reduced the number of calls we've had to answered by 20% using and setting up their IVR solution to answer common questions.
  • The built-in report analytics are at times just wrong, so we've had to write our own in-house reports.
The 8x8 Work Contact Center solution is a nice overall solution especially if your organization is already using their UCaaS solutions. The solutions contains all of the basic contact center features such IVR, channel, and agent management. Honestly, there's nothing that stands out as stellar with the solution. It just works like any other solution and I encourage others to do their research and find a solution that makes sense for your business.
Nextiva is very comparable to 8x8 Work. We're moving to as we are moving away from 8x8 as a whole. Their pricing has increased and Nextiva offers comparable features for a fraction of the price including their contact center. The contact center features available for use are what we currently use in our business processes.

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?

No

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

No

It works great because we use 8x8 UCaaS and it ties in nicely with our overall phone system. For the contact center itself, I think there are better options especially if using a different phone system. The UI and configuration can use some work but it works with little to no issues so far.

8x8 Contact Center Feature Ratings

5.0
Agent dashboard
5
Validate callers
6
Outbound response
3
Call forwarding
5
Click-to-call (CTC)
5
Warm transfer
6
Interactive voice response
5
REST APIs
2
Call scripts
7
Call tracking
6
Multichannel integration
3
CRM software integration
7
5.3
Inbound call routing
8
Omnichannel inbound routing
7
Recording
8
Quality management
6
Call analytics
4
Historical reporting
3
Live reporting
2
Customer surveys
5
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented a year ago
    Dear Customer, we appreciate your feedback and highlighting where we can make improvements. Thank you!

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