Item: 8x8 Contact Center
Rating: 10
Author: Joseph Michelli

Overall Satisfaction with 8x8 Contact Center

Use Cases and Deployment Scope

We use 8x8's VCC for two patient-facing contact centers as well as an internal technical support contact center. The customization possibilities, self service, and robust reporting allow us to tailor our options for the services we offer and to be able to be agile to any needed changes. For example, some of our clinics route directly to one of our contact center groups, if other clinics purchase this centralized service, we can easily move their phone number to a channel that maps to the existing routing, or create a unique routing script for them within minutes.

Pros and Cons

Pros

Reporting
Self-Service
Stability
Cost Effectiveness

Cons

VCC and 8x8 Work Softphone Integration
More environmental variables accessible to VCC scripts
UCaaS directory availability in Salesforce/non-native CRM integration

Return on Investment

Reduction of total telephony vendors
Lower per-user cost than RingCentral, Nextiva, or other previous vendors
Simpler support requirements due to single platform and robust administrative tools

Usability

As the platform is reliant on the underlying UCaaS system for agents (in our environment primarily using softphones on home networks), there are occasional technical struggles. However, from an overall perspective there are easy-to-use and understand tools for agents and supervisors. Administration is also fairly straightforward with nearly all tools one could need to build out any desired system.

Alternatives Considered

Nextiva Contact Center, RingCentral Contact Center, Genesys PureConnect (discontinued), Evolve IP Unified Communications, Avaya IP Office, Comcast Business VoiceEdge and Fuze

We liked the agent experience, as well as the reporting and some of the QM & CE suites. The self-service options and customizability of contact center routing scripts was desirable. Overall when finalizing vendors 8x8 was one of the more cost-effective options between the UCaaS and CCaaS needs of our business.

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

8x8's VCC is great for high-volume or high-complexity implementations. If there is a need for diverse queues and skill-based routing, extensive menu logic, CRM integration, or granular/customizable reporting, the 8x8 contact center is the ideal choice. While we haven't implemented it yet, the chat channels within the contact center are also a unique feature that integrates well alongside the workflows of the voice channels.

Where the VCC might be excessive is in cases with simple menus or routing that could be accomplished with an auto-attendant or call queue, low volume, traditional KPIs, particularly if there are a large number of agents that will be staffing that use case. Cost-wise the VCC licenses on a per-user basis are about 10x lower-tier UCaaS-only licenses.

8x8 Contact Center Feature Ratings

Comments

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Alison Stewart
(Vendor Representative) commented a year ago
Dear Customer, thank you for taking the time to leave a positive review. We are glad to hear you find it easy to use and good value. Thank you for choosing 8x8!

A Flexible and Robust Contact Center Solution