8x8 Virtual Contact Center Review
November 26, 2025

8x8 Virtual Contact Center Review

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

Overall Satisfaction with 8x8 Contact Center

We use to VCC as our main point of entry for all calls into the business, the ability to have agents login and log out, so only available staff get presented with calls. We have the ability to get metrics from the system to show how long calls are taking, time in wrap up and logged in time.

Pros

  • Call routing
  • Reporting
  • Dashboards

Cons

  • Forwarding calls from VCC to Internal extensions
  • Amending hotkeys on handsets, requires a reboot
  • Link between VCC web and Work app
  • Visibility of the Contact Centre
  • Much calmer Service centre as only 1 phone rings at a time
  • The auto selection of the next agent to take a call if a great feature
This is mainly due to the points i have mentioned in the previous page, the insight into what an agent is doing and what is taking up their time and the reporting features look impressive, the recorder and call analysis to see if a call was a positive outcome is great.

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

Great way of working, with all the logging features and reporting, the recording features available and voice analysis is great, the wrap codes are good to see why people called and see trends, but the internal transfers work by showing the ring group / VCC as the caller and not the particular agent that is calling is annoying.

8x8 Contact Center Feature Ratings

7.3
Agent dashboard
8
Validate callers
6
Outbound response
8
Call forwarding
3
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
8
Call tracking
8
Multichannel integration
Not Rated
7.2
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented 3 months ago
    Dear Customer Thank you for your detailed feedback Were glad 8x8 Contact Center provides strong visibility reporting and routing that help streamline your service operations. We appreciate your insights on internal transfers and handset hotkeysfeedback like this helps us keep improving the integration between VCC and 8x8 Work for a smoother experience.

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