All in One Cloud Suite
October 13, 2025

All in One Cloud Suite

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

Overall Satisfaction with 8x8 Contact Center

We use 8x8 Contact Center as our preferred mode of communciation for our contact centre. We have confidence in the ease of use and set-up. The main problem area was to make agents adapt to a portal which is easily understood to run daily call centre operations. 8x8 Contact Center agent screen is truly a game changer as agents find the tool agile and GUI friendly. The8x8 Contact Center agent screen is clean, niche, well articulated with relevant KPI's both visible in real time for both agents and the supervisors. The entire suite of applications that are inbuilt like speech anaylytics provides us with an indepth understanding of customer -agent interactions which really helped to take intelligent desicions at time.

Pros

  • Queue management
  • Easy to use GUI
  • Real time monitoring of agent activities
  • Wallboards are an excellent feature

Cons

  • Adhrence of agents
  • Hourly graphical representation of calls coming in the queue
  • Removal of old accounts from quality management
  • Seamelessly handling over 8000/month customer interactions
  • Reduced dependency on traditional telephony
  • Easily integrates with other CRM applications
One of the best features that makes it superb for us its user friendly and easy to understand interface whether its Dailler management, Operations management and even for agents the process flow is smooth. Training and onboarding new agents is quick and adaptation to changing business requirements makes it more delectable.
Although every platform has their pros & cons but the flexibility of omni channel communications all in one central suite of application window along with license pricing flexibility gave us a point to make our decision for 8x8 Contact Center.

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?

I wasn't involved with the implementation phase

Would you buy 8x8 Contact Center again?

Yes

In the view where agent attrition rate is high, creating new agent accounts and making them live in less time is a boon for the business.

8x8 Contact Center Feature Ratings

6.8
Agent dashboard
8
Validate callers
6
Outbound response
6
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
5
Interactive voice response
8
REST APIs
7
Call scripts
5
Call tracking
7
Multichannel integration
8
CRM software integration
5
7.6
Inbound call routing
7
Omnichannel inbound routing
7
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 4 months ago
    Dear Customer Thank you for your detailed feedback Were thrilled to hear that 8x8 Contact Centers user-friendly interface and real-time features enhance your contact center operations. Your insights on benefits like seamless integration and handling high interaction volumes alongside suggestions for improvements are invaluable. Were committed to refining and expanding our services to meet your needs effectively.

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