8x8 Contact Center

Name: 8x8 Contact Center
Address: 675 Creekside Way, Campbell, CA, 95008, US
Telephone: (866) 879-8647
Price range: $$
Rating: 4.5

4.5

★★

261 reviews

About

8x8 business VoIP helps you serve your customers better with mobile, flexible solutions that help you do business anywhere, anytime. From hosted VoIP business phone service and cloud-based call center software to unified communications, our services are easy to use, incredibly advanced and less expensive than traditional solutions. Ranked #1 hosted VoIP provider. Proven. Reliable. Secure.

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4.5

★★

261 reviews

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Anonymous on TrustRadius

★★

a month ago

Informative - 8x8 Awesome Overall. Use Cases and Deployment Scope - As a large company, you have unique needs when it comes to communication and collaboration. After using 8x8 for a period of time, I can confidently say that it is a reliable and feature-rich solution that is well-suited for large organizations. The setup process was straightforward, and the interface was easy to use, even for those who may not be tech-savvy. The wide range of features, such as virtual meetings, call forwarding, and voicemail transcription, have helped us streamline our communication and increase productivity. One of the things I appreciate most about 8x8 is the high call quality and reliability. We have not experienced any dropped calls or other technical issues, which is essential for a company of our size. The customer support team has also been very helpful whenever we've had questions or needed assistance. Overall, I would highly recommend 8x8 to any large organization looking for a comprehensive and reliable communication solution. Pros - Call Quality -Texting feature -Virtual meetings -Voice to text VM Cons - wait time - when calling Customer Service. -Mobile app functionality - ability to start virtual meetings from app. -Integration with other tools/CRM software. Likelihood to Recommend - Here are some specific scenarios where 8x8 Contact Center may be well-suited: Businesses that have a large number of incoming customer calls and want to improve call handling efficiency: 8x8 Contact Center includes features such as automatic call routing, call queuing, and call barging, which can help businesses handle a large volume of calls more efficiently. Businesses that want to offer multiple communication channels to their customers: 8x8 Contact Center includes features such as chat, email, and social media integration, which allows businesses to communicate with their customers through the channel of their choice. Businesses that want to gather customer feedback and insights: 8x8 Contact Center includes features such as customer surveys and analytics tools, which can help businesses gather valuable feedback from their customers and understand how to improve their products and services. On the other hand, here are some scenarios where 8x8 Contact Center may be less appropriate: Businesses that do not have a high volume of incoming customer calls or interactions: 8x8 Contact Center is designed for businesses that need to manage a large volume of customer interactions, so it may not be cost-effective for businesses with low call volume. Businesses that do not have the resources to manage a cloud-based system: 8x8 Contact Center is a cloud-based solution, which means it requires an internet connection and may require technical expertise to set up and manage. Businesses with specific regulatory or compliance requirements: 8x8 Contact Center may not meet certain regulatory or compliance requirements for certain industries. It is important for businesses to carefully review the features and capabilities of the system to ensure it meets their specific needs. Most Important Features - Automatic call routing. -Multichannel Support. -Call recording and quality management. 8x8 Contact Center Feature Ratings Return on Investment - Customer satisfaction. -Reduce operational Costs. -Increase efficiency. Alternatives Considered - Nextiva Business Phone Service - 8x8 Contact Center is a cloud-based contact center platform that offers a range of features for managing customer interactions, including inbound and outbound voice, chat, and email communication channels, as well as support for omnichannel routing and integration with CRM systems. Some of the key benefits of 8x8 Contact Center include scalability, flexibility, and cost-efficiency, as it can be easily customized and deployed to meet the specific needs of an organization. Nextiva Business Phone Service is a business communication platform that provides a range of phone and messaging services, including VoIP (Voice over Internet Protocol) phone systems, video conferencing, and team collaboration tools. Some of the key features of Nextiva Business Phone Service include virtual receptionists, call forwarding, and voicemail to email, as well as integration with popular business applications like Salesforce and Microsoft Office 365. Other Software Used - Microsoft 365, Zoom

Anonymous on TrustRadius

★★

a month ago

8x8 saves the day Use Cases and Deployment Scope - We use 8x8 for inbound and outbound calls for Sales and Support, and we use 8x8 to monitor performance and establish analytics with all the tools provided. 8x8 allows managers to view callbacks from callers for training purposes and to better understand what our day-to-day callers are like. We also use 8x8 to properly transfer customers to another agent and it works perfectly. Lastly, we use the desktop app. The desktop app lets us use our personal numbers to reach out to customers and also lets us use video conferencing. This is a huge plus for us as we are able to share our screen and have meetings with multiple guests at once. Lastly we are able to see one another status in the queue, this helps us organize meetings and allows us to go on lunch fluidly. Pros - View Employee Statuses -Record Playbacks with correct call back information -Provide great analytics for employee performance Cons - UI could be more fluid Likelihood to Recommend - 8x8 is great for all uses cases within a call center, the only downside is not being able to see customer information when transferring within the company. The next user will see my number instead of the customers. This can cause some confusion if we need to look back or are trying to find a playback but it isnt a huge deal that causes to many problems. Most Important Features - Team statuses -Analytics 8x8 Contact Center Feature Ratings Return on Investment - Customer Retention -Employee Performance Other Software Used - Salesforce CMS

Anonymous on TrustRadius

★★

a month ago

Simply gets it done. Use Cases and Deployment Scope - Used in our public-facing helpline and customer service/donation processing centers. VCC helped us seamlessly pivot to a hybrid environment for all of our call agents without missing a beat. Thanks to the ease of management, we can have 200+ agents working anywhere and anytime. Pros - It's simple to create and manage user profiles. -Metrics are presented in clear and straightforward way. -Call flows are easily created and managed. Cons - Customizing it to fit our environment and business needs was challenging. -A lot of trial and error for early adopters. Likelihood to Recommend - 8x8 Contact Center is well suited for an ever-changing work environment. It is adaptable and easy to make changes on the fly. Most Important Features - Call and screen recording. -Easy to failover in case of an outage. -Not dependent on any onsite hardware. -Does not require a physical phone. 8x8 Contact Center Feature Ratings Return on Investment - Eliminates the need for onsite servers. -Low maintenance cost. -Dedicated support staff. Alternatives Considered - None

Shannon Huffman on TrustRadius

★★

a month ago

Looking to optimize your operations? Check out 8x8 Use Cases and Deployment Scope - Our agency uses 8x8 for our call center. The product is useful. The features like adding notifications and chat services helps our team communicate on a daily basis. The dashboards are great features so we can see the number of calls waiting in queue, statuses on our team, and our answer rates to help with productivity. Pros - Support Team is 24 hours -Provides updates and notifications on new features and maintenance updates -Adding new features -Offers trainings Cons - As a contact center we have too many tabs open so if we can have the work phone and agent desktop combined so we only have to open one tab. -We can dial 911 from the agent desktop and not only from the work phone only. -Make it easier to see status on the directory so we don't have to click too many to see which agents are working and who are on busy. I know we can filter but make that more visible and easier to navigate Likelihood to Recommend - We could have received more of hands on training to help contact center staff. However, overall the onboarding was helpful. Most Important Features - Notifications and chat -Dashboards -Making transfers and conferences -Using prompts and greetings on phones -Voicemail and texting -Monitoring 8x8 Contact Center Feature Ratings Return on Investment - Not having as many tech issues getting off of VPN server and using cloud based Alternatives Considered - We moved to a cloud based system and before we were on a VPN server so we don't run into many tech issues where our productivity has improved.

Samiuddin Mohammed on TrustRadius

★★

a month ago

Application for New Age Dynamic Contact Center Use Cases and Deployment Scope - Ours was a decentralized contact center back in 2013. In mid-2013 we thought to have a centralized helpdesk to support our clients 24/7 and for that, we needed a tool to receive calls, emails, and chat. We explored a few applications available in the market at that point in time. Among those, we were locked on 8x8 Contact Center for its features such as login from anywhere, interactive dashboards, and non-dependable extracting of customized reports. It is user-friendly and does not require a lot of training for agents to use it. Also, it is very simple to manage for configuration managers. We have recommended 8x8 Contact Center to a few other accounts within the organization and quite a few accounts opted for using the same technology to run their business. Pros - Easy to access the application from any part of world no restriction what so ever. -Customized reporting and interactive dashboard on the go. -Application support is amazing as soon as you log a ticket you will see the support engineer starts working on it and issues will get resolved, and you will keep informed and loop in every communication. Cons - I feel 8x8 Contact Center should spend some time on softphone support. They should have their own softphone. -Automation of reports. For example: if I need a specific report every Monday, a user should have the option to schedule a report and it should get generated at the given time. -I feel you should focus on plug-and-play concepts and easy to configure as Amazon connect. Likelihood to Recommend - We have been using 8x8 Contact Center for more than 9 years. There was not a single day where we faced unplanned downtime. In the present time and work culture, I feel 8x8 Contact Center is the right choice for an organization like ours which is employee-centric and focused on well-being. 8x8 Contact Center is suitable for working from home as well as working from office, as it is a cloud-based application you don't need any specific configuration on your asset. Most Important Features - Seamless process of transaction. -Availability of historical data at your finger tips. -Unprecedented support from support team. 8x8 Contact Center Feature Ratings Return on Investment - We always appreciated the client for maintaining the SLAs and quality of tool. -Never received a complaint about the nonavailability of agents and there were no unexpected outages. -If any escalation occurred, we were backed by the data. ( Stored in 8x8 Contact Center servers) Alternatives Considered - Amazon Connect - Post going through all demo sessions and comprehensive side-by-side analysis, we came to the conclusion that we should go for 8x8 Contact Center over competitors. Below are the points that helped us to take the decision. User-friendly: It has all the features that a typical call center required Billing is based on the requirement and at any point in time we increase the license. It's also easy to configure the Agent Console and easy to manage the configuration manager. Other Software Used - Oracle JD Edwards EnterpriseOne, Coupa Supply Chain Design & Planning, Microsoft 365 Products Replaced - No - It was happned Key Differentiators - Price -Product Features -Product Usability -Prior Experience with the Product - Prior Experience with the Product Evaluation Lessons Learned - At this time I will focus on flexibility and business analytics reports.

Anonymous on TrustRadius

★★

a month ago

Great Solution for Contact Centers! Use Cases and Deployment Scope - 8x8 is a great solution for businesses needing multiple lines for clients, who run call center metrics, and manage a call center. The reporting tools and set up are extremely user friendly and allow for great customization. We depend on 8x8 for managing our client lines, running weekly, monthly, and annual reports. The customer service team there is highly reachable and able to troubleshoot anything needed. We really enjoy using 8x8 for our call center and they are critical to our success and the work that we do for our clients. Pros - Reporting -Real time metrics -Managing of multiple phone lines Cons - None at this time Likelihood to Recommend - 8x8 is best suited for those who have multiple clients with designated lines for their call center. If you need to run reporting for managers, customer service feedback, etc. this is a great service for your business and will allow for easy customization to meet your needs and the needs of your clients. Most Important Features - Reporting -Agent monitoring -Ability to shift from active/working offline 8x8 Contact Center Feature Ratings Return on Investment - Call metrics to provide feedback to customer service team -Reporting for clients to share performance data -Ability to transfer calls internally and externally Other Software Used - Zoom, Microsoft Teams, bswift

John Geanakos on TrustRadius

★★

2 months ago

8x8 Contact Center Contact Center Killer! Use Cases and Deployment Scope - I use it for all external and some internal communication both phone and text (sometimes fax). I use it to screen share especially. Pros - Phone -Text -Fax -Call forwarding -Voice Mail Cons - Cannot attach notes to the contacts. -Cannot think of anything else. Likelihood to Recommend - I really like it. Have no real problems. It is great for screen sharing with people on the other end of the phone line and also easy for general messaging. Most Important Features - Phone -Text -Call forwarding -Screen sharing 8x8 Contact Center Feature Ratings Return on Investment - Positive impact on communication costs. -Saves on land line costs. -Much less use of cell phone and its associated costs. Alternatives Considered - Follow Up Boss - 8x8 Contact Center does not database as well but is much better for communication with outside the organization contacts. Other Software Used - Total Expert, Follow Up Boss

Anonymous on Gartner

★★

3 months ago

Works anywhere anytime! Cloud based Contact Centre is integral to our international sales capabilities. Excellent support and easy implementation experience.o

Anonymous on Gartner

★★

3 months ago

8x8 is good but not great I chose 8x8 because I was under the impression that we could transcribe calls in real time which helps when you are hard of hearing. Although it does work well, access to the transcriptions is tricky.