8x8 Contact Center Customer Experience Center
July 14, 2025

8x8 Contact Center Customer Experience Center

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

Overall Satisfaction with 8x8 Contact Center

8x8 Contact Center has helped improve all calls coming into our organization. Instead of being routed via an operator, all calls are centrally directed into our queue, and we have multiple agents in an omnichannel environment that can assist customers. If our queue time is too long for a customer, we have queued callback set up where it will call the customer back when we reach their place in line.

Pros

  • Call routing
  • Call recording
  • Queued callback
  • Reporting and analytics

Cons

  • More CRM integrations
  • Better Contact Center Configuration UI
  • Positive ROI
  • Positive customer experience
  • Positive analytics
The usability of the system is fantastic. The UI improvements over the last few years have been amazing.

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

8x8 Contact Center is well-suited for not only our customers and agent interactions, but also assists our Customer Experience team with analytics and reporting, helping us make informed decisions on where to improve the customer journey.

The reporting is great for our Board of Directors, who also have a strong focus on customer service.

We also utilize the call recording function to process maintenance and transactions for our customers.

8x8 Contact Center Feature Ratings

9.8
Agent dashboard
10
Call forwarding
9
Warm transfer
10
Call scripts
10
Call tracking
10
Multichannel integration
10
9.9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
9
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 5 months ago
    Dear Customer Thank you for your comprehensive review Were thrilled that 8x8 Contact Center has elevated your call handling and customer experience. Your feedback on CRM integration and UI enhancements is invaluable and were committed to evolving these features. Were pleased our platform supports both customer interactions and strategic insights for your team.

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