8x8 Contact Center

Score7.5 out of 10

332 Reviews and Ratings

What is 8x8 Contact Center?

8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.

Categories & Use Cases

Media

Screenshot of inbound SMS with contact center agent response in 8x8 Agent Workspace. Agents are able to see incoming interactions and respond with consistently across channels like voice, SMS, RCS, webchat, email, Facebook Messenger, WhatsApp, one-way video, Viber, and social media channels via our Meltwater integration.

Screenshot of real-time suggestions via 8x8 Smart Assist and full customer history and overall sentiment in 8x8 Agent Workspace.

Screenshot of the completely customizable 8x8 Supervisor Workspace for real-time and historical reporting plus features to make quick changes on the fly. Available on desktop and mobile.

Screenshot of 8x8 Analytics for Contact Center, which provides out-of-the-box reports, dashboards, and visualizations like the Interaction Journey visual that shows the complete customer journey across channels.

Screenshot of 8x8 Quality Management, used to drill into specific interactions, playback, and leave comments with timestamps.

Screenshot of 8x8 Voice/Text/Sentiment Analytics, used to create Topics to track common phrases and keywords within customer interactions happening in the contact center.

Screenshot of Meltwater Social Listening for 8x8 Contact Center, which enables customers to filter by keyword or sentiment, route, and reply directly within 8x8 Agent Workspace to social media DMs or comments across X, YouTube, Instagram, and LinkedIn.

Screenshot of 8x8 Intelligent Customer Assistant for Voice and Digital, an AI-powered virtual agent that provides a logical response to concerns using ICA Knowledge AI to transform static knowledge sources into dynamic conversation.

Screenshot of 8x8 Auto Dialer, which helps CX teams run smarter outbound campaigns by automating call optimization with predictive, progressive, or preview dialing modes to boost agent efficiency and connect rates. It integrates with CRMs like Salesforce, filters out voicemails with patented Answering Machine Detection, ensures compliance with tools like Carrier Call Blocking and TPS/CTPS filters, and delivers calls directly in the 8x8 Agent Workspace for streamlined workflows.

Screenshot of some of customers' multiple options to make a payment with 8x8 Secure Pay, without their sensitive credit card data from entering the contact center.

Screenshot of 8x8 Conversation Intelligence, which uses AI to capture, transcribe, and analyze every customer interaction, automatically generating summaries, QA scores, and predictive sentiment insights. It empowers leaders with real-time coaching, customizable insights, and dashboards to improve performance, compliance, and customer satisfaction.

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Screenshot of inbound SMS with contact center agent response in 8x8 Agent Workspace. Agents are able to see incoming interactions and respond with consistently across channels like voice, SMS, RCS, webchat, email, Facebook Messenger, WhatsApp, one-way video, Viber, and social media channels via our Meltwater integration.

Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9

Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3

#1 most frequent

Information

17.5%

18 installations of 103

#2 most frequent

Professional, Scientific, and Technical Services

16.5%

17 installations of 103

#3 most frequent

Retail Trade

11.7%

12 installations of 103

Patrick Bigsby

Staff Attorney in Legal at Iowa Legal Aid (201-500 employees employees)

Use Cases and Deployment Scope

I use 8x8 Work for all outgoing and incoming calls and text messages, both within and outside my organization. Many of my organization's internal meetings are also held via 8x8 Work meeting spaces. I typically use the 8x8 Work desktop and mobile apps hundreds of times a day, every day, as it is the quickest and easiest way to communicate within my organization.

Pros

Recording meetings.
Sending SMS and MMS messages to clients outside the organization.
Setting up group chats within the organization.

Cons

The meeting features are easy to use but not necessarily intuitive to find.
Switching calls between devices can be confusing depending on your wireless/data usage.
Remembering to change my outgoing caller ID.

Return on Investment

Communication within the organization is very easy and efficient.
Having a handy method of communication for clients who can only text has made my life much easier.
I can handle multiple intakes at once using both calling and texting capabilities.

Usability

Alternatives Considered

Skype (discontinued) and ZOOM Signature

Other Software Used

Mozilla Firefox, Emburse Chrome River, monday CRM

Erik Burns

Attorney in Legal at Erik L. Burns, APLC (1-10 employees employees)

Use Cases and Deployment Scope

We use the contact center to stay connected, whether we are all in the same office, I'm in court, or one or more of us are working remotely. Third parties calling us have no idea of our exact location at the time, and this allows us to operate as a well-oiled machine.

Pros

Allow each member to know the status of another member at any given time.
Make it easy to connect to another team member.
Make it easy to transfer calls to another team member or have third parties connect directly to me.

Cons

I have an issue with calls that ring only once when transferred to me, then go straight to voicemail. This happens sporadically.
When calls come into my office and I am not in, and they forward to my cell, there is no distinction shown as to whether the call is an office call or just a straight cell phone call. Some sort of indicator the call is an 8 x 8 call would be nice.
Synchronization with third-party applications would be wonderful. I use 8 am MyCase for case management, where we store our contact information. If I want to dial a number using 8 x 8, I have to manually input the number.

Return on Investment

The costs associated with the product have been pretty stable and are reasonable.
The need to have a paper fax machine has been eliminated.

Usability

Other Software Used

8am™ MyCase, Outlook4Gmail, Dragon

Munish Kumar

Frieght Brocker in Sales at American Logistics Group (201-500 employees employees)

Use Cases and Deployment Scope

8x8 Contact Center is awesome and easy to use. It has manny amazing feature thats helps to enhance your businesses. Earlier we use another tool for calling , text and other things. we face daily basis lot of problem due to this our business was hampering but after the join 8x8 Contact Center team all things are going smoothly. I appreciate 8x8 Contact Center service.

Pros

8x8 Contact Center has experienced customer support team that resolved any problem shorly.

Cons

There is no dedicated line or number where premium customer can connect direct to premium customer support. It should be

Return on Investment

Positive impact

Usability

Verified User

Director in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We use 8x8 as our universal communication as a service platform. The contact center is at the heart of our business and keeps us connected to our clients and agents. 8x8 has built a reliable platform that provides us with all the functionality needed to run our operations smoothly, day in and day out. We appreciate the multiple options 8x8 also provides to our organization, allowing us to run our business the way WE want to run it. Not the other way around.

Pros

System Reliability.
Excellent service and support.
Personal touch and learning what our business needs are.
Ability to communicate regularly with account managers and service support reps.
Service Ticket support is prompt.

Cons

Recognizing patterns of issues within a client's instance prior to the client needing to escalate.

Return on Investment

In the past, we have experienced 8 - 10+ outages. Since working with Sr. Leadership at 8x8, we have only experienced one outage in the past 9 months.
The stability of the 8x8 platform has allowed us to confidently recruit more agents to sell more of our products. We are more confident than ever that our agents and their clients can call us to help them with their needs. Increasing the satisfaction and experience with our agents is a major strategic goal!

Usability

Alternatives Considered

Cisco AnyConnect

Other Software Used

Atlassian Confluence, SS&C Chorus, Firelight by Insurance Technologies

Verified User

Administrative Assistant in Corporate (51-200 employees employees)

Use Cases and Deployment Scope

I needed help switching over the old owner of the account and setting up a new number and voicemail. This was to ensure that all of our potential clients could reach the correct person and we could have a voicemail set up for clarity and for them to leave their contact information. I also needed full access to our account as the new owner.

Pros

they always called back
they were very knowledgeable
they showed extreme patience

Cons

the process took several hours
they called back after regular business hours so I wasnt always available
The system didn't always work so they had to call back

Return on Investment

we've received many inquiries leading to business
we have missed out on calls/voicemails because we were logged out of the account
I have been able to call our potential clients straight from the site