8x8 CCaaS - OK for Mid-sized organizations
June 02, 2025

8x8 CCaaS - OK for Mid-sized organizations

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

Overall Satisfaction with 8x8 Contact Center

As an 8x8 CC admin, I do the design, configuration, training and troubleshooting of the whole system. I've been working with the product since 2018 and I have seen it through many iterations. What 8x8 CCaaS does well is provide a quickly scalable, 100% online solution to midsized contact centers. Whether on-premises or WFH, the agents spin-up quickly and there's (usually) nothing to install. Creating new call flows is really fast. If you told me to setup 4 new phone numbers and write generic call flows for those, I could have it all done in just a few hours.

Pros

  • 100% online, web-based. No equipment to maintain
  • Lives in the cloud which makes inherently disaster resilient.
  • nimble changes and very scalable (to a point)

Cons

  • Support has always been a less than stellar area.
  • There's a few feature gaps that have been called out for years that haven't been addressed yet. I.e. passing calls from UC to CC requires a phone number (like why?)
  • Another frequent complaint I get is "why can't I just completely shut off a user's voicemail". You can fiddle with call forwarding rules, but sooner or later, an errant call finds a way to end up there.
  • Not having to worry about maintaining CCaaS infrastructure is a big ROI
  • For small business, the ROI may not be there - might still be better off with a local PBX (KSU) and a few POTS trunks from the cable company.
  • Never having to worry about upgrading software.
It's gotten better, the new "All in one" agent work space has taken some of the complexity away from the earlier day when you had to use both a softphone app AND a web browser for the Agent experience. Agents still need a bit of hand-holding to get up and running. Taking inbound calls is pretty straight forward, but things like transfers to other users, agents or queues can take some getting used to.
They have a new product out (as of 2025) called Engage with kind of combines the simplicity of their a standard softphone (they call "WORK") and the functionality of a CC Agent. Something to consider if your agents have a more casual work flow (in other words, they're not 100% dedicated as agents).
Compared to something like a NICE InContact (which I have used/administered before too), 8x8 has less powerful scripting tools. However, their reliability and uptime is much better than NICE. You probably only should be looking at NICE if you have a really large CC and/or you need very flexible and power call-flow options.

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?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).

8x8 Contact Center Feature Ratings

8.8
Agent dashboard
8
Validate callers
10
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
6
Call tracking
9
Multichannel integration
10
CRM software integration
10
9.5
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 6 months ago
    Dear Customer thank you for your detailed review of 8x8 we appreciate it. We are pleased to hear you have noticed our improvement with integrations. Thank you

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