Decent contact center with a long list of features for a mid to large deployment
November 05, 2024

Decent contact center with a long list of features for a mid to large deployment

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

Overall Satisfaction with 8x8 Contact Center

We use 8x8 Contact Center to handle all in bound Customer service and Sale calls for our 7 sporting good brands to support a variety of customer sales channels including direct to consumer, b2b and independent partner sales. We have two physical locations for our offices along with remote and hybrid employees. We have a total of 70 users on the platform.

Pros

  • Great uptime
  • User friendly cloud based contact center
  • Good reporting and analytics

Cons

  • Setting for reporting, billing, contact center and general UCAS are separated in to different platforms that are tied together not one platform
  • Weird sign in issues when traversing from one are to another of the app it will act like you are not signed in.
  • Setup of the VCC was a extremely complicated and slow.
  • Documentation is a maze of incomplete info
  • It has been reliable from an uptime perspective
  • Costs way more than our old Ring group based system
  • Questionable value vs lower cost ring group based system for a small (sub 10 person) call center.
Relatively easy to use, horrible to configure in my experience. It is very simple for our end user call center members to do their job on the platform. The desktop clients is a challenge to keep up to date and behaves finicky with windows audio drivers. The deployment and configuration process was very complicated and a navigating between the different admin sections is a challenge to find what you need. We have never successfully deployed certain areas that we wanted due to complexity of admin.
We are currently evaluating Ringcentral as a possible replacement for 8x8 when our contract is up. Pricing is similar, but the support and admin experience looks better so far with Ring Central. Go to connect lacked features for what we needed and we have moved away from it, except for one small subsidiary with 4 users. We looked at teams, but did not like the administration experience at the time, but would like to have a single place for UCASS

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?

No

Did implementation of 8x8 Contact Center go as expected?

No

Would you buy 8x8 Contact Center again?

No

I would only recommend the contact center portion if you are deploying with 20 or more users. There are simpler to manager and deploy options for smaller use cases. In general it is a very reliable and powerful solution, but there is a steep learning curve and I would recommend support from a third party for implementation.

8x8 Contact Center Feature Ratings

8.8
Agent dashboard
9
Outbound response
7
Call forwarding
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call tracking
10
Multichannel integration
7
CRM software integration
6
7.9
Inbound call routing
8
Omnichannel inbound routing
7
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
9
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
    Dear Customer, thank you for your honest review. It's great to hear you have found 8x8 reliable and we appreciate the feedback you have given on the aspects we can improve. Thank you for choosing 8x8!

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