Contact Center Choices.
December 17, 2024

Contact Center Choices.

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

Overall Satisfaction with 8x8 Contact Center

We use 8x8 for the contact center. It helps us manage different group clientele, answer calls quickly, and communicate through SMS. We can now have eyes on calls and messaging and see what peak times are.

Pros

  • Incoming calls.
  • Callbacks
  • SMS messaging.

Cons

  • Tech support.
  • Having someone fix an issue while you are on the phone.
  • Cross-train, so no transferring is needed.
  • More US-based tech support.
  • Housing calls for up to 6 months versus paying someone to do it.
  • Agents being able to pull their calls frees up management.
  • Having analytics available at any time.
Very user-friendly.
You could not sell service lines and new phones and always had to wait for them; 8x8 allows you to be self-sufficient.

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

Having dedicated teams, 8x8 allows you to split up agents based on teams so those priority calls go to the correct agents.

8x8 Contact Center Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
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 are delighted 8x8 has improved your productivity. We appreciate your feedback on how we can improve in the future. Thank you for choosing 8x8!

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