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8x8 Contact Center Reviews & Insights

Score7.5 out of 10

332 Reviews and Ratings

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Community insights

TrustRadius Insights for 8x8 Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Seamless Integration: Reviewers consistently praise the seamless integration between the phone system and 8x8 Contact Center, highlighting its ease of use, stability, and minimal training requirements. The intuitive browser-based interface simplifies operations and reduces onboarding time significantly.

Call Tracking Capabilities: Users value the system's robust call tracking capabilities that allow them to monitor calls from start to finish effectively. The inclusion of post-call surveys for gathering customer feedback has proven instrumental in enhancing customer service levels and refining feedback mechanisms, aiding businesses in understanding customer needs better.

Chat Function Efficiency: Users appreciate the efficiency of the chat function within the system for quick issue resolution, providing assistance in finding reports promptly, and contributing significantly to excellent dashboard functionality. This feature enhances operational efficiency and boosts overall productivity by offering a convenient platform for real-time communication.

8x8 Contact Center Reviews

162 Reviews

8x8

Rating: 7 out of 10
Incentivized

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

Likelihood to Recommend

While 8x8 works well and has great customer service, it is hard to navigate. It becomes especially difficult if the owner or main contact no longer works for the company. They are great to contact via email and phone and will rectify the problem. It just takes several tries and have spent many hours fixing the issue
Verified User
Administrative Assistant in Corporate (51-200 employees)
Vetted Review
8x8 Contact Center
1 year of experience

All in One Cloud Suite

Rating: 8 out of 10

Use Cases and Deployment Scope

We use 8x8 Contact Center as our preferred mode of communciation for our contact centre. We have confidence in the ease of use and set-up. The main problem area was to make agents adapt to a portal which is easily understood to run daily call centre operations. 8x8 Contact Center agent screen is truly a game changer as agents find the tool agile and GUI friendly. The8x8 Contact Center agent screen is clean, niche, well articulated with relevant KPI's both visible in real time for both agents and the supervisors. The entire suite of applications that are inbuilt like speech anaylytics provides us with an indepth understanding of customer -agent interactions which really helped to take intelligent desicions at time.

Pros

  • Queue management
  • Easy to use GUI
  • Real time monitoring of agent activities
  • Wallboards are an excellent feature

Cons

  • Adhrence of agents
  • Hourly graphical representation of calls coming in the queue
  • Removal of old accounts from quality management

Likelihood to Recommend

In the view where agent attrition rate is high, creating new agent accounts and making them live in less time is a boon for the business.
Verified User
Manager in Information Technology (201-500 employees)
Vetted Review
8x8 Contact Center
1 year of experience

8 x 8 - Highly recommend It is a great office communication tool.

Rating: 10 out of 10
Incentivized

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.

Likelihood to Recommend

Most of my colleagues do not like handing out their cell phone number to client's. The utilization of 8 x 8 can completely avoid that. There is not much where I would say it is less appropriate other than perhaps occasional connectivity issues. I have recommended 8 x 8 to numerous colleagues through the years.
Erik Burns
Attorney in Legal at Erik L. Burns, APLC (1-10 employees)
Vetted Review
8x8 Contact Center
31 years of experience

8x8 review

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

For the phone systems and contact centre call flows. It allows if configured correctly a flowing call process for clients but if configured wrong can be somewhat painful to triage as it can be cumbersome we use it for all our phone systems recordings and it integrates with ms teams if configured correctly.

Pros

  • Call flow management
  • Recordings
  • User interaction

Cons

  • Cumbersome process to confgure
  • If not setup right can cause a real problem
  • Easier documentation would be good

Likelihood to Recommend

If you can use this product with the knowledge it makes thing much more easier than standard call queues and allows IVR to be set and different ones at different times of day therefore is great for large corporations if configured correctly the support is often quick if using live chat
Verified User
Supervisor in Information Technology (10,001+ employees)
Vetted Review
8x8 Contact Center
4 years of experience

Helpful addition to our work.

Rating: 10 out of 10
Incentivized

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.

Likelihood to Recommend

8x8 Work is an ideal communication platform for intra-organization communication; it is very easy to find any employee at my firm and quickly ascertain their availability. I prefer not to share my direct line with outside clients, so I would like to be able to mask my number in outgoing texts/display our general reception number, ensuring those clients are not confused about how to reach me.
Patrick Bigsby
Staff Attorney in Legal at Iowa Legal Aid (201-500 employees)
Vetted Review
8x8 Contact Center
3 years of experience

8x8 Contact Center Customer Experience Center

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 Contact Center has helped improve all calls coming into our organization. Instead of being routed via an operator, all calls are centrally directed into our queue, and we have multiple agents in an omnichannel environment that can assist customers. If our queue time is too long for a customer, we have queued callback set up where it will call the customer back when we reach their place in line.

Pros

  • Call routing
  • Call recording
  • Queued callback
  • Reporting and analytics

Cons

  • More CRM integrations
  • Better Contact Center Configuration UI

Likelihood to Recommend

8x8 Contact Center is well-suited for not only our customers and agent interactions, but also assists our Customer Experience team with analytics and reporting, helping us make informed decisions on where to improve the customer journey.

The reporting is great for our Board of Directors, who also have a strong focus on customer service.

We also utilize the call recording function to process maintenance and transactions for our customers.
Verified User
Vice-President in Information Technology (51-200 employees)
Vetted Review
8x8 Contact Center
4 years of experience

Review of 8x8 Contact Center

Rating: 10 out of 10
Incentivized

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

Likelihood to Recommend

We have long time to use 8x8 Contact Center We starting it from small business and now we have multiple account of 8x8 Contact Center with our sister company. 8x8 Contact Center provided excellent service and useful feature that help to increase your business. In last i just want to say it is Great service that never you disappointed
Munish Kumar
Frieght Brocker in Sales at American Logistics Group (201-500 employees)
Vetted Review
8x8 Contact Center
3 years of experience

8x8 Contact Center takes us to the Cloud

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

8x8 Contact Center is our Contact Center platform for our Global Customer Support. We use their speech analytics for quality assurance. 8x8 Contact Center was able to support a "Bring your own carrier" which was helpful for us to maintain our existing phone numbers without having to manage the porting process. Full EIVR and we also included an integration with our Customer Relations Management (CRM) for on-call schedules to reach the correct on-call team according to our CRM system.

Pros

  • Integration with CRM
  • Integration with MS Teams
  • Voice Analytics for QA program

Cons

  • MS Teams presence doesn't interfere with the IVR sending calls to voicemail vs allowing customers to go back a level in the IVR
  • Voice Recording and analytics only works with the native product, not with Teams calls. No way to add the CC speech analytics once it goes to Teams call.
  • Need to use their native products for meetings and collaboration or there are gaps in analytics.

Likelihood to Recommend

Good entry level could product. Not too sophisticated that advanced engineering is needed, but does have good integration capabilities. There should always be independent investigation on if the product matches the company's needs.
Verified User
Manager in Information Technology (5001-10,000 employees)
Vetted Review
8x8 Contact Center
1 year of experience

Don't use 8x8 until they change their business model

Rating: 3 out of 10
Incentivized

Use Cases and Deployment Scope

we had them for our voip and had issues all the time. the cust service is difficult, complicated, and rarely resolved the 1st time.

Pros

  • once they answer, they know the job
  • they are friendly

Cons

  • they need human contact with their clients
  • have better training for the complicated voip

Likelihood to Recommend

it is a horrible system and it never gets resolved quickly. and their are many issues to always need help, and it is a terrible service model
Verified User
Professional in Finance and Accounting (1-10 employees)
Vetted Review
8x8 Contact Center
6 years of experience

8x8 CCaaS - OK for Mid-sized organizations

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

As an 8x8 CC admin, I do the design, configuration, training and troubleshooting of the whole system. I've been working with the product since 2018 and I have seen it through many iterations. What 8x8 CCaaS does well is provide a quickly scalable, 100% online solution to midsized contact centers. Whether on-premises or WFH, the agents spin-up quickly and there's (usually) nothing to install. Creating new call flows is really fast. If you told me to setup 4 new phone numbers and write generic call flows for those, I could have it all done in just a few hours.

Pros

  • 100% online, web-based. No equipment to maintain
  • Lives in the cloud which makes inherently disaster resilient.
  • nimble changes and very scalable (to a point)

Cons

  • Support has always been a less than stellar area.
  • There's a few feature gaps that have been called out for years that haven't been addressed yet. I.e. passing calls from UC to CC requires a phone number (like why?)
  • Another frequent complaint I get is "why can't I just completely shut off a user's voicemail". You can fiddle with call forwarding rules, but sooner or later, an errant call finds a way to end up there.

Likelihood to Recommend

IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
Verified User
Consultant in Professional Services (11-50 employees)
Vetted Review
8x8 Contact Center
8 years of experience