Item: 8x8 Contact Center
Rating: 7
Author: Verified User

Overall Satisfaction with 8x8 Contact Center

Use Cases and Deployment Scope

For the phone systems and contact centre call flows. It allows if configured correctly a flowing call process for clients but if configured wrong can be somewhat painful to triage as it can be cumbersome we use it for all our phone systems recordings and it integrates with ms teams if configured correctly.

Pros and Cons

Pros

Call flow management
Recordings
User interaction

Cons

Cumbersome process to confgure
If not setup right can cause a real problem
Easier documentation would be good

Return on Investment

Has simply allowed us to use phones
Allowed proper integration with teams
Recording groups are difficult had to ask for feature to be created

Usability

As stated the layout is clunky and confusing and can often lead to mistakes by the admins but user interaction is okay as long as you know how to use it therefore again it needs some improvements for the admin within the team so this is why I’m giving it this rating

Key Insights

Do you think 8x8 Contact Center delivers good value for the price?

Not sure

Are you happy with 8x8 Contact Center's feature set?

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

Microsoft Teams, Microsoft 365

Likelihood to Recommend

If you can use this product with the knowledge it makes thing much more easier than standard call queues and allows IVR to be set and different ones at different times of day therefore is great for large corporations if configured correctly the support is often quick if using live chat

8x8 Contact Center Feature Ratings

Comments

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Alison Stewart
(Vendor Representative) commented 2 months ago
Dear Customer thank you for your feedback While 8x8 Contact Center helps integrate phone systems and manage call flows we recognize the setup challenges and documentation needs. Your insights on admin usability are valuable and were focused on enhancements. Were glad our support team is responsive and continue to improve user interaction.

8x8 review