8x8 Contact Center's reporting and analytics functions helps provide valuable data
October 01, 2024

8x8 Contact Center's reporting and analytics functions helps provide valuable data

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

Overall Satisfaction with 8x8 Contact Center

We use 8x8 Contact Centre to handle our customer calls over 4 different teams. We wanted to get a better insight into the reasons why our customers are calling and 8x8's reporting and analytics functions helps provide valuable data into our trends and insights to be able to improve our customer journey.

Pros

  • Able to create bespoke dashboards to monitor live performance
  • Excellent support team
  • Advanced call routing

Cons

  • Frustrating that you have to use 8x8 Work and 8x8 contact centre. It would help if both of the apps are intergrated with each other
  • When an agent is on a contact centre call someone could still call their direct dial on 8x8 Work. It would be good if when a contact centre call comes in it automatically puts you in unavailable on 8x8 Work
  • Difficult in transfering calls without having to merge
Easy to use and navigate around the software. Well designed layout. Can be hard to transfer calls without having to merge (or maybe this is just a training issue that we dont know how to do). The main thing the agents find frustrating is having to use 8x8 Work and contact centre seperately.
We had many technical issues and functions not working correctly and very poor support to help fix these issues. 8x8 Contact Center is much more advanced.

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

Not sure

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 Contact Center Feature Ratings

7.9
Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
9
Warm transfer
2
Call scripts
10
Call tracking
9
8.8
Inbound call routing
10
Recording
9
Call analytics
8
Historical reporting
7
Live reporting
10
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 you leaving a review, your feedback is useful to us. It's great to hear you find 8x8 easy to use and well-designed. Thank you for choosing 8x8!

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