The ability to create complex call flows with 8x8 Contact Center
October 01, 2024

The ability to create complex call flows with 8x8 Contact Center

Matthew Nagy | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

Routing calls through auto attendant to customer service departments. 8x8 Contact Center addresses traditional broadcast ring group issues, and puts callers in prioritized call queues.

Pros

  • Call hold queues with interrupt messaging
  • exit options during hold
  • callback queues

Cons

  • streamlining administration console
  • refreshed UI with consolidated views
  • tighter integration with 8x8 work presence
  • increased caller satisfaction with hold options
  • reduced hold times by properly routing calls
administration console is difficult to configure, complex call flows are not apparent in the interface
Zoom's administration interface has call flow diagrams showing how calls move through the workflow

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

Yes

Are you happy with 8x8 Contact Center's feature set?

No

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

8x8 Contact Center is well suited to high volume call queues where traditional ring groups do not meet expectations. The ability to create complex call flows, hold options, and routing flows gives organizations flexibility to prioritize and channel calls appropriately.

8x8 Contact Center Feature Ratings

8.3
Agent dashboard
8
Validate callers
7
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
8
Call scripts
8
Call tracking
7
Multichannel integration
8
CRM software integration
7
7.0
Inbound call routing
8
Omnichannel inbound routing
7
Recording
7
Quality management
6
Call analytics
7
Historical reporting
9
Live reporting
7
Customer surveys
5
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented a year ago
    Hi Matthew, we appreciate your honest review; this helps us improve our products in the future.

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