8x8 Contact Center takes us to the Cloud
June 19, 2025

8x8 Contact Center takes us to the Cloud

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

8x8 Contact Center is our Contact Center platform for our Global Customer Support. We use their speech analytics for quality assurance. 8x8 Contact Center was able to support a "Bring your own carrier" which was helpful for us to maintain our existing phone numbers without having to manage the porting process. Full EIVR and we also included an integration with our Customer Relations Management (CRM) for on-call schedules to reach the correct on-call team according to our CRM system.

Pros

  • Integration with CRM
  • Integration with MS Teams
  • Voice Analytics for QA program

Cons

  • MS Teams presence doesn't interfere with the IVR sending calls to voicemail vs allowing customers to go back a level in the IVR
  • Voice Recording and analytics only works with the native product, not with Teams calls. No way to add the CC speech analytics once it goes to Teams call.
  • Need to use their native products for meetings and collaboration or there are gaps in analytics.
  • Immediate annual savings migrating to Cloud vs On-Premise
  • Soft cost reduction on support and maintenance
  • Met business objectives and now allowing posible Sales/Marketing outbound dialing options
Easy to understand and use for Admins and end users. Has all of the tools necessary to maintain a Contact Center for a global customer base. So far no limitation on designing for our existing contact center replacement and having ability to look ahead to ensure we are keeping pace with improvements were available.
The right technology for the size contact center we have. The right RoI for migrating to a Cloud Contact Center. The E5 Microsoft license allowed us to leverage the 8x8 Contact Center integrations and not add additional cost for user PSTN. Able to reduce licensing across all our sites where 8x8 Contact Center has local calling presence. They had a longer list of supported countries than Microsoft.

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

Good entry level could product. Not too sophisticated that advanced engineering is needed, but does have good integration capabilities. There should always be independent investigation on if the product matches the company's needs.

8x8 Contact Center Feature Ratings

9.8
Agent dashboard
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
CRM software integration
9
10.0
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 8 months ago
    Dear Customer Thank you for your detailed review Were thrilled that 8x8 Contact Center meets your global support needs with seamless CRM integration and cost savings through cloud migration. We appreciate your insights on integrations with MS Teams. Your feedback is invaluable for our continuous improvement.

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