A Functional Software with Excellent Uptime and Support
Updated November 05, 2019
A Functional Software with Excellent Uptime and Support
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Virtual Contact Center
8x8 Virtual Contact Center is utilized by our Client Support team to field incoming calls from customers and resellers. We operate from 7 am PST - 7 pm PST, so in addition to directing incoming phone traffic, it also manages when phone calls are allowed into the queue. Lastly, our management team utilizes the software to pull support metrics.
- Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
- Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
- Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
- Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
- Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
- SLA Validation - we are able to provide analytics to support our SLA claim.
- Uptime - we have not experienced an outage in the 3 years we have been using the software.
- Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.