Excellent unified Contact Center platform with insightful analytics.
November 05, 2025

Excellent unified Contact Center platform with insightful analytics.

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

Overall Satisfaction with 8x8 Contact Center

8x8 Contact Center was used as a unified call center platform by the Sales and Customer Service team. The product addressed the need to gather, collate, and be able to instantly refer to all the relevant information for a particular customer. The scope of this use case was to combine the effectiveness of the Sales and Customer Service teams and improve on delivery of service.

Pros

  • Unified platform.
  • Comprehensive analysis of calls.
  • Integration with CRM.

Cons

  • User access and setup could be simpler.
  • SSO user authentication.
  • Customisable dashboards - or "lite" versions of the app.
  • Increase in customer satisfaction
  • Positive internal team feedback
  • Overall increase in sales leads
Incredibly simple to use the platform - clear, insightful, and impactful dashboards and access to relevant call metrics. GUI is nice and easy to read and interact with. It is clear to see that UX has been tested thoroughly. Internal feedback has been positive on its usability and ease of access. UI is very intuitive.
Fuze is somewhat dated and clunky when it comes to configuring settings. 8x8 Contact Center design and settings is more clean and easier to amend. Fuze includes an all in one softphone system, which is an additional component for 8x8. RingCentral seems somewhat pricier when comparing the different offerings, although they may have more features.

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?

Yes

Would you buy 8x8 Contact Center again?

Yes

Any organisation that has a customer-facing call center should seriously consider 8x8 as a solution. It is cost-effective and competitive on pricing, their customer service has been very responsive and knowledgeable, and the integration was seamless. It is suited to any areas where a centralised and unified call center solution is required, in particular, being able to refer to all customer data interactions. Call data analysis is also incredibly helpful.

8x8 Contact Center Feature Ratings

9.8
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Interactive voice response
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.6
Inbound call routing
9
Omnichannel inbound routing
10
Quality management
10
Call analytics
10
Historical reporting
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 12 days ago
    Dear Customer Thank you for your review Were glad 8x8 Contact Center enhanced your teams collaboration and insights. Your feedback on access and dashboard customization helps guide ongoing improvements.

More Reviews of 8x8 Contact Center

  1. Home
  2. Contact Center Software
  3. 8x8 Contact Center Reviews
  4. User Review of 8x8 Contact Center