Excellent call center system with great support
January 23, 2025

Excellent call center system with great support

Rob Orrock | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We use 8x8 Contact Center to run our call center. We were using genesys purecloud, however experienced issues and poor support for years. Changing to 8x8 solved these issues and provided us with powerful new tools, in particular the reporting on interactions and sentiment analysis. These tools are giving us new insights to our interaction with our customers.

Pros

  • Great UI and easily understandable
  • Easy administration and management
  • Excellent reporting

Cons

  • Improved API for the integrated CRM
  • 8x8 has been more relaible
  • Fast response time to support issues
It has a very simple web based interface for both the admin side and the agent interface.

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?

Yes

Would you buy 8x8 Contact Center again?

Yes

Our transition was simple, the agents find it easy to use. It offers multiple interface including teams, softphone and web interface.

8x8 Contact Center Feature Ratings

7.9
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
3
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.9
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
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
    Hi Rob, thank you for your review. We appreciate your feedback, it's fantastic you hear 8x8 was simple to implement. Thank you for choosing 8x8!

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