8x8 Contact Centre Review
October 29, 2025

8x8 Contact Centre Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

We use it as part of the Unified communications and with its ability to integrate into our existing CRM it has significantly improved efficiencies across the organisation.

Pros

  • Support
  • Integration

Cons

  • Post call wrap up time
  • Decreased abandon rates
It can get confusing when trying to change the settings for agents between the admin console vs configuration manager. And there are certain limitations to both.
We previously used CISCO but with limited reporting capabilities and ease of customisation, we moved to 8x8 which offered what we needed and more

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

We had a pretty smooth implementation process of 8x8 Contact Center. And although the technical support is great it also can be hard when we are trying to report an issue that is hard to replicate. And when this happens, the case might not be resolved fast or in a manner that we'd like it to.

8x8 Contact Center Feature Ratings

6.1
Agent dashboard
8
Outbound response
5
Call forwarding
3
Click-to-call (CTC)
8
Warm transfer
3
REST APIs
Not Rated
Call tracking
8
CRM software integration
8
7.5
Inbound call routing
8
Omnichannel inbound routing
7
Recording
8
Quality management
7
Call analytics
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 2 months ago
    Dear Customer Thank you for your feedback Were glad 8x8 Contact Center enhanced your efficiency through CRM integration. Your input on admin settings and support helps us continually improve the customer experience.

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