Strong Support Tool for Billing Department
March 09, 2026

Strong Support Tool for Billing Department

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

Overall Satisfaction with 8x8 Contact Center

I am able to log onto my work computer in the mornings, address any voicemails that were left during down time. I use for outgoing calls to insurance companies and it will notify me of incoming phone calls that I can take in order to answer any billing questions our customers have. Everything is in one place and therefore it makes it easier to switch between talking to someone and chatting via messaging if a co-worker at a different location is able to assist me in helping one of our patients.

Pros

  • It's really good for transferring calls within our office
  • It identifies the number of calls on hold in case someone needs to step in and help take calls
  • You can record phone conversations so that if you forget something you went over with a patient you can go back and listen to the original conversation
  • The system keeps me organized and everything is within one place

Cons

  • sometimes the alrets for voicmails or that I have a new chat message aren't noticiable; I wish you could choose a separate sound for notification.
  • In our billing department we have payment plans, disputes, and refunds we deal with and I wish there was some color coding or visual way to identify each.
  • all the buttons can be intimidating, a more basic view would be more beneficial
  • Insurance follow-up is huge in prosthetic billing. If you don’t stay on top of claims, they just sit there. With better call tracking and reporting. As a managers, I can actually see how many outbound follow-up calls are happening
  • Because calls can be recorded and performance analytics are visible, reps tend to stay more consistent and professional
  • In our billing office, reimbursements are already so slow and that even small efficiency gains matter. Overall, I’d say the return has been positive because it directly supports better cash flow and stronger patient relationships which is the upmost imporatnce to our practice
From our prosthetic billing office perspective, it’s user-friendly and the layout is pretty easy to understand. We are able to answer calls, transfer, put someone on hold, and add notes/ all easy to figure out and put into use. My reps picked it up pretty quickly sith little training.
The dashboards are clear and as a manager I can see what’s going on in real time, and it doesn’t take a ton of clicks to get where you need to go. For our billing calls with patients and insurance companies this system works for us
We started with 8 X 8 and like the system so didn't have the need to try anything else

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?

Yes

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

We spend a lot of time calling insurance companies to check claim status, verify benefits, or fix denials. 8x8 is great for handling high call volume days when our team is making and receiving a ton of those calls. The call routing makes sure insurance calls go to our billing reps and patient calls go to the right team, so things don’t get mixed up. If we’re doing a compliance review or responding to an insurance dispute and need a specific recorded call from months ago, it can take some digging to find it unless we have exact details. It’s not impossible, just not super quick

8x8 Contact Center Feature Ratings

8.5
Agent dashboard
10
Validate callers
7
Outbound response
10
Call forwarding
7
Click-to-call (CTC)
10
Warm transfer
7
Predictive dialing
9
Interactive voice response
10
REST APIs
8
Call scripts
5
Call tracking
8
Multichannel integration
10
CRM software integration
10
9.1
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
8
Call analytics
7
Historical reporting
9
Live reporting
10
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Alison Stewart | TrustRadius Reviewer
    Alison Stewart
    (Vendor Representative) commented an hour ago
    Dear Customer, Thank you for your detailed feedback! We’re thrilled that 8x8 is streamlining your billing workflows and improving cash flow. Your suggestions regarding notification sounds, color-coding, and interface simplification are incredibly helpful. We’ll share these insights with our product team to help us better support your practice’s efficiency.

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