8x8 Contact Center

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.

• 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.

Skype (discontinued) and ZOOM Signature

Mozilla Firefox, Emburse Chrome River, monday CRM

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.

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

8am™ MyCase, Outlook4Gmail, Dragon

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.

• 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

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.

• Seamelessly handling over 8000/month customer interactions
• Reduced dependency on traditional telephony
• Easily integrates with other CRM applications

SAS Customer Intelligence 360 and Genesys IVR

8x8 Work, Microsoft 365, Microsoft Teams

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.

• Has simply allowed us to use phones
• Allowed proper integration with teams
• Recording groups are difficult had to ask for feature to be created

Microsoft Teams, Microsoft 365