Overview
Product Information on 8x8 Contact Center
What is 8x8 Contact Center?
8x8 Contact Center Pricing
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Overall experience with 8x8 Contact Center
“Strong Contact Center Solution that has all the features needed to modernize your business.”
“Good Contact center for the Agent. Bad for Admins and outages.”
About Company
Company Description
8x8, Inc. connects people and organizations through seamless communication on an integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About 8x8 Contact Center
Reviewer Insights for: 8x8 Contact Center
Deciding Factors: 8x8 Contact Center Vs. Market Average
Performance of 8x8 Contact Center Across Market Features
8x8 Contact Center Likes & Dislikes
Reliability by far. The platform essentially never goes down, and on the rare occasion that it does occur, 8x8's engineering team prioritizes rapid resolution. Their quick response and commitment to uptime gives us confidence that our contact center will stay running smoothly.
Call center reports software is great to use. Good connections to CRMs Easy learning curve for users.
- Ease of use: listening to voice messages, tracking operational activity, and using the analytics platform are all intuitive and efficient.
The main area that could be improved is support. Many of the support teams are based overseas and at times language barriers can make issues harder to work through. Having more US based support would make the entire experience better.
Bad support with slow responses and not good advice Frequent outages Cost can balloon quickly. Admin side of application is very complicated
- configuration process is difficult to handle independently. Without support, it can be challenging to make changes or set up new flows - subtleties in terminology or script behabiors that are not easy to grasp without expert guidance
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Peer Discussions
8x8 Contact Center Reviews and Ratings
- NETWORK OPERATIONS MANAGER50M-1B USDTransportationReview Source
Strong Contact Center Solution that has all the features needed to modernize your business.
Our overall experience with 8x8 has been great. The platform provides all the tools we need to effectively run our contact center, including robust monitoring capabilities, detailed reporting and an integrated CMS. Everything is centralized in the cloud, intuitive and reliable. Thank you. - Manager, Customer Service and Support1B-10B USDConsumer GoodsReview Source
Intuitive Features Enhance Experience But Independent Configuration Proves Difficult
We've been collaborating with 8x8 for over two years, and our experience has been consistently excellent. Excellent customer support: the teams are responsive, available and proactive. Ease of use: listeling to voice messages, tracking operational activity, and using the analytics platform are all intuitive and efficient. - Customer Service & Support Associate<50M USDRetailReview Source
Effective Platform for Customer Service Departments; Support Access Poses Occasional Challenges
Easy to use platform for Client Services Representatives, enables representatives' ability to provide outstanding customer service, call metrics analytics supported and enhanced departmental goals/KPIs - Service Desk Technician1B-10B USDManufacturingReview Source
Easy Implementation Noted, But Ongoing Issues With Call Quality Reported
Easy to use system but some call quality issue that is getting investigating with 8*8 team - VP, IT50M-1B USDTransportationReview Source
Effortless Use and Support Noted, But Native Data Access Proves More Difficult Than Expected.
Works as intended and use and support are straightforward.