8x8 Virtual Contact Center utilized to improve customer service and revenue
Bryan Simms | TrustRadius Reviewer
November 01, 2018

8x8 Virtual Contact Center utilized to improve customer service and revenue

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with 8x8 Virtual Contact Center

8x8 Virtual Contact Center is used to cover ~100 locations as an 'overflow' for missed calls. Our team of ~20 people takes overflow calls against those 100 locations to increase the likelihood that patients and customers can talk directly to us when they call. If our clinics are busy, closed, or experiencing technical issues we can rely on the Virtual Call Center to route missed calls to our call center team to provide help to our patients.

The Call Center provides that level of service to approximately 1/3 of the total business. The call center team is located within 1 physical location.

While it isn't necessary to utilize 8x8 as the phone service provider in order to utilize the 8x8 Virtual Call Center we do utilize 8x8 for phone services as well. We utilize their phone service at all locations, therefore, we have a proven template to incorporate the Call Center solution to all locations.
  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.

8x8 Contact Center Feature Ratings

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