Improved experience with 8x8.
Updated September 26, 2025
Improved experience with 8x8.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
We use 8x8 as our universal communication as a service platform. The contact center is at the heart of our business and keeps us connected to our clients and agents. 8x8 has built a reliable platform that provides us with all the functionality needed to run our operations smoothly, day in and day out. We appreciate the multiple options 8x8 also provides to our organization, allowing us to run our business the way WE want to run it. Not the other way around.
Pros
- System Reliability.
- Excellent service and support.
- Personal touch and learning what our business needs are.
- Ability to communicate regularly with account managers and service support reps.
- Service Ticket support is prompt.
Cons
- Recognizing patterns of issues within a client's instance prior to the client needing to escalate.
- In the past, we have experienced 8 - 10+ outages. Since working with Sr. Leadership at 8x8, we have only experienced one outage in the past 9 months.
- The stability of the 8x8 platform has allowed us to confidently recruit more agents to sell more of our products. We are more confident than ever that our agents and their clients can call us to help them with their needs. Increasing the satisfaction and experience with our agents is a major strategic goal!
We selected an 8x8 contact center based on the tools available to meet our needs. 8x8 was also rated as a more stable platform than Cisco, which helped us select 8x8 for our UCaaS platform. The amount of tools available in the 8x8 Contact Center for leaders to be able to manage workload also was a requirement for us and helped us select 8x8 as our solution.
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?
I wasn't involved with the selection/purchase process
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
8x8 Contact Center Feature Ratings
Using 8x8 Contact Center
150 - We have several teams using 8x8 contact center to service our Agents, Annuity Policyowners and Long Term Care Policyowners. Each of these teams are responsible for providing customer service to a specific group. It is absolutely vital that we are available to receive phone calls that are clear and consistent. 8x8 contact center has worked extremely well with the correct configuration, integrations and support from our account management team.
10 - We have a wide variety of skills and people to support our 8x8 contact center instance. On the business side of the organization, we have several managers who are very familiar with and are considered subject matter experts in using this tool. We also have a team of engineers and IT leaders to help support this application and management of it to ensure it is working correctly during business hours. We also employ a monitoring service to test the system and report any anomalies that may occur.
- Agent communication
- Policyowner communication
- Business communication
- Call recordings for legal and compliance requirements
- Screen recordings for employee performance and training
- Interactive Voice Response setup to assist in faster customer support
- Analytics and reporting to improve customer service
- Remote access to allow for a more diversified and proficient workforce
- Additional Omni-Channel implementation and integration(SMS)
- Automatic Call Distribution setup
- Integration with chatbot service
Evaluating 8x8 Contact Center and Competitors
Yes - Cisco - Communication service and call quality did not provide the business support and outcomes desired. The biggest issues we experienced were related to quality of service and response when needs arose. It felt like we had to force the support and service that is needed when issues occurred and our customer's needs were not being met.
- Scalability
- Integration with Other Systems
- Ease of Use
- Other
The single most important factor in helping us decide to move to 8x8 for our contact center was other customer's experience and testimony of the service and support that 8x8 provides. We heard multiple times from existing customers how good the account management and support at 8x8 is. This has been a key to our 8x8 contact center implementation success and improvements over time.
I would evaluate how to implement all the features and functionality that 8x8 contact center provides up front. We took a phased implementation approach but now realize how helpful it would have been to do this up front due to competing projects and resources over time. This has elongated the timeline for us to take full advantage of the full features and functionality available.
8x8 Contact Center Implementation
- Third-party professional services
X3 Telaris is the value added reseller we contracted with for implementation. It was helpful to have their expertise to help ensure we were making correct decisions based on requirements and areas of expertise where we did not have the necessary knowledge needed.
8x8 Contact Center Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - As we continued working with our 8x8 account management team, they helped us understand the true benefits of premium support, based on our actual experience and needs over the years. This is another example of our account management team at 8x8 being able to help, based on understanding our business and needs. They are willing to make time and take the time to meet with us frequently and understand not only our overall needs, but our needs in the moment and show the value of premium support based on actual scenarios and requirements.
Yes - Yes - This is again where our account management team adds tremendous value to our organization. When we submit a bug ticket, they help manage the ticket from cradle to grave. They engage with us from the start to ensure the bug is understood and how it is impacting us. They work to ensure their internal support teams and experts are included in our discussions and efforts to resolve the bug as quickly as possible.
Recently there was an outage that occurred due to a partner that 8x8 is contracted with. When we contacted our account management team, they jumped in and helped determine the trouble shooting efforts that were taking place internally, they provided us with timely and consistent updates on resolution. They also made sure to provide us with their root cause analysis and mitigation efforts to ensure this type of outage would not be repeated.
Using 8x8 Contact Center
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Manager Workspace & Dashboard
- Interactive Voice Response (IVR) / Self-service
- Workforce Engagement / Management (WEM)
- None
- None
- None
Yes, but I don't use it
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