Item: 8x8 Contact Center
Rating: 10
Author: Patrick Bigsby

Overall Satisfaction with 8x8 Contact Center

Use Cases and Deployment Scope

I use 8x8 Work for all outgoing and incoming calls and text messages, both within and outside my organization. Many of my organization's internal meetings are also held via 8x8 Work meeting spaces. I typically use the 8x8 Work desktop and mobile apps hundreds of times a day, every day, as it is the quickest and easiest way to communicate within my organization.

Pros and Cons

Pros

Recording meetings.
Sending SMS and MMS messages to clients outside the organization.
Setting up group chats within the organization.

Cons

The meeting features are easy to use but not necessarily intuitive to find.
Switching calls between devices can be confusing depending on your wireless/data usage.
Remembering to change my outgoing caller ID.

Return on Investment

Communication within the organization is very easy and efficient.
Having a handy method of communication for clients who can only text has made my life much easier.
I can handle multiple intakes at once using both calling and texting capabilities.

Usability

It is very easy to use; some features that I don't frequently use but still occasionally need to rely on can be hard to find simply because my memory is poor. Once you get in the swing of it, however, the user interface is very straightforward and can be easily used by employees across a range of technical literacy levels.

Alternatives Considered

Skype (discontinued) and ZOOM Signature

I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of communication.

Key Insights

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

Other Software Used

Mozilla Firefox, Emburse Chrome River, monday CRM

Likelihood to Recommend

8x8 Work is an ideal communication platform for intra-organization communication; it is very easy to find any employee at my firm and quickly ascertain their availability. I prefer not to share my direct line with outside clients, so I would like to be able to mask my number in outgoing texts/display our general reception number, ensuring those clients are not confused about how to reach me.

8x8 Contact Center Feature Ratings

Comments

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Alison Stewart
(Vendor Representative) commented 2 months ago
Dear Patrick Thank you for your detailed feedback Were delighted that 8x8 Work meets your communication needs especially for internal meetings and managing client interactions via calls and texts. Your insights on device switching and Caller ID adjustments are valuable. Its great to hear that 8x8 Work is your preferred choice for seamless communication.

Helpful addition to our work.