8x8 Contact Center

"Simple, reliable, effective" What do you like best? The software is easy to train our technicians, flexible for our sometimes mobile technicians, and ALWAYS up and working, nights and weekends. What do you dislike? With a large part time staff licensing can be tricky. What problems are you solving with the product? What benefits have you realized? We support a dynamic environment. We have staff nights and weekends and to leverage the staff, they are often tasked with other jobs that bring them around campus. By having the virtual contact center, they are able to work in other buildings without being tied to their desk/phone.

"Localized IVR reduces friction!" What do you like best? Most recently using the flexibility of scripting we have been able to “localize” our IVR in Japan to reduce friction with Japanese clients. By simply recording a version of the IVR in Japanese we reduced hang ups from 45% to 13%. Followed with Brazil and 8 countries in LATAM What do you dislike? NO EXCEL EXPORTS or search in agent or analytics views. Recommendations to others considering the product: Check on local dial numbers What problems are you solving with the product? What benefits have you realized? Business Analytics is great

"8x8 VCC is great!" What do you like best? We started out with 8x8s normal office phone product. We had a need for a call center and 8x8 had the perfect solution. From start to finish the process was very easy. You are given an implementation specialist to set everything up and walk you through from start to finish.Once the implementation specialists job is done you are given the best customer support for any future problems. What do you dislike? There's not much to dislike. It's quite easy to navigate and use. Recommendations to others considering the product: Give this thing a shot. Before the implementation I was very nervous as I have never started something like this from the ground up. The implementation specialist were extremely helpful and had a great way of explaining things. What problems are you solving with the product? What benefits have you realized? We are using the VCC to handle customer calls in and orderly fashion between our call center agents. It is enabling us to give agents a skill level so they can handle the toughest of calls first and get down to the problem. Handing off a ticket to another agent or receiving emails is a very simple process.

"GREAT STUFF" What do you like best? It's pretty great except for the fact that the faxes come out annoying and slow. What do you dislike? The faxes take foreverrrr but it's still pretty great. What problems are you solving with the product? What benefits have you realized? It's a lot more organized than anything else.

"Pretty Good, Not Great" What do you like best? We like the ability to pull real time reporting and monitor calls. Reporting as a whole works well. What do you dislike? Our contact center opens at 7am. Until 7am, no phone calls should be accepted by the queue, but rather informed of our operating hours via our recorded message. We've consistently had contact reach the queue prior to our start time for several months. 8x8 support is unable to find the source of the problem. Recommendations to others considering the product: Request a trial and assistance in establishing your would-be settings. What problems are you solving with the product? What benefits have you realized? We use 8x8 as our primary contact center software. We also use the ability to monitor and playback recorded calls as a training tool.

"8x8 - Medicore Product" What do you like best? work from home and the ease to call people. customization with how you want to disposition each call. What do you dislike? Integration between Netsuite sometimes is not great - also drops a lot of calls. Recommendations to others considering the product: I would 100% recommend this. Support has been great and it really does help with eliminating office phones and letting people work from home and on the go. What problems are you solving with the product? What benefits have you realized? Can now work remote and make calls from anywhere. No need to have a desk phone. This allows our sales team to be on the go and more efficient.

"Works well most of the time" What do you like best? 8x8 has our queues set up perfectly. It’s easy to turn on call recording for agents. It is fairly simple to set up new lines. I love being able to have multiple queues. What do you dislike? Sometimes their software has bugs. My agents regularly complain about having to restart the software or delete and re-download their app. Additionally, their reporting in the Analytics software could be improved. You’ll find discrepancies between how many calls it says an agent “missed” on one report to another. I’ve called them multiple times to find out why there is a discrepancy, and they always tell the that it’s just Version 1.0 of the software, so it needs improvement. It’s been like that for 1.5 years though. We have learned to work around these little issues. I wish there was a report with how often agents log in and out of the queue to track the percent of time they are staying in. Recommendations to others considering the product: Keep in mind that since it is virtual software, you are at the liberty of their servers. When they crash, you stop getting calls. This has probably happened about 5 times in 3 years. What problems are you solving with the product? What benefits have you realized? We are a virtual company, so 8x8 allows our agents to be anywhere in the world and still receive calls from our queue. I can also track and see basic info on the agents like if they are currently logged in or out.

"Great for multiple locations. " What do you like best? I like that I can make changes to routing of calls fairly easily. What do you dislike? More than once we have had our mail routing rules just disappear and no one could tell us why. They were helpful in setting them back up, but it was a pain and we weren't always aware that something was wrong. What problems are you solving with the product? What benefits have you realized? We are able to have phones answered at one of our satellite offices.