8x8 Contact Center
https://www.8x8.com:443/
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.
BIRDEYE FOR BUSINESSES
This profile is powered by BirdEye. Over 50,000 businesses use BirdEye everyday to get more reviews and manage all customer feedback. BirdEye helps millions of local businesses to be found online with all their reviews and accurate business information. Learn more about BirdEye
- 75 Reviews4.6G2 Crowd
- 39 Reviews4.4Gartner
- 19 Reviews4.2TrustRadius
- Show All
Sort By:
5 results available.
Recommended
Audrey Easterday on TrustRadius
3 months ago
02/26/2020, 00:28 AM
Great call center that can be used remotely and in-house
Use Cases and Deployment Scope
- We are a call center for e-commerce companies. 8x8 Contact Center allows us to easily set up a new company on their system, create queues for that company, and assign specific reps for each company. We don't actually use the 8x8 Contact Center internally; only for our clients.
Pros
- Ease of setting up queues and call flows
-Ability to change what phones ring on the fly.
Cons
- It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
-Possibility of hearing the channel through audio before answering the call
Likelihood to Recommend
- 8x8 Contact Center is well suited for any business that doesn't want to worry about being shackled to an on-site PBX system that they need to manage. It's also well-suited for businesses that would like to have remote employees. It's probably not appropriate for a company that does many sales calls.
8x8 Contact Center Feature Ratings
Return on Investment
- 8x8 Contact Center has allowed us to onboard clients quickly, which has added to our bottom line.
-It has saved us the cost of maintaining an in-house PBX system and call-system infrastructure.
Support
- My experience with the 8x8 Contact Center support has always been good. Response time is reasonable, and they work quickly to resolve any issues.
Other Software Used
- Zendesk, Kount
Anonymous on TrustRadius
3 months ago
02/25/2020, 01:30 AM
That Canadian Review
Use Cases and Deployment Scope
- We use the program in our in-house contact center. Currently, it is only used to handle inbound/outbound calls from and to our customers by the customer service reps. We received calls from customers across North America and at times make a call back across the same geo.Additionally, I use the reporting suite to generate tracking and reporting to senior management on our various KPIs.For us, it provides a user-friendly CMS without having to house equipment and servers onsite.
Pros
- Each CSR has the ability to see the entire team's status on their dashboard, which makes it very useful when they need to consult or transfer within the department.
-The reporting options cover all of the main metrics that I want to track and report on and are fairly easy to set up for repetitive usage or for one-off needs. There are also methods of creating auto-generated reports that are delivered to specified inboxes.
Cons
- We do seem to run into spontaneous latency where at a random time, the CSRs will have difficulty closing a call, transferring etc.
-There will be times when a CSR has to restart the application as it has 'locked up'.
Likelihood to Recommend
- From my experience, this program is well suited to the smaller size contact center, perhaps less than 100 CSR. While I have no doubt it could handle any size, since it performs so well for our size (~20), it seems that is where it handles best. The reporting elements also work well with the smaller size of our program and should be able to handle adding on the other contact methods.When I was part of larger centers (200+), there seemed to be programs that were better suited to the scale involved. 8x8 may well be able to be scaled up, but its hard to tell for sure. Perhaps with separate departments or sections having their own queue would work too.
8x8 Contact Center Feature Ratings
Return on Investment
- Since I didn't see what we had in use before 8x8, I really am not in a position to help here.
Alternatives Considered
- I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Support
- I haven't had to use the support yet, although our IT manager does from time to time. He seems satisfied with the response rate and level of support.
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 04:04 AM
All the things you want and need in one place!
Very friendly! I really like the software! I like how the software incorporates the calls, screen share, and chat all in one place.
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 03:35 AM
Review
Great information and feedback. Looking forward to the Team Training. This should be a great company integration.
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 03:27 AM
Easy and Simple to learn
I love the ability to pull numbers that call in automatically and that is has the directory loaded in it. Also the ease of having it right on my desktop. I'm not a fan of how small some of the buttons are. The statuses are also very handy
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 02:42 AM
Great Product
This product has been a great transition for our support center. Its easy to utilize and manage my employees all in one place.
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 02:26 AM
A one stop shop
Super easy to use and very user friendly. We can manage our workflow in this one app instead of multiple apps
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 01:46 AM
Great Innovativation
Easy to use and durable very user friendly I would recommend to just about anyone who even some isn't that tech savvy.
8x8 Contact Center on Gartner
3 months ago
02/18/2020, 01:21 AM
Easier and User Friendly
My offshore team is working well and have adjusted the 8x8 . Reporting easier . The system is very user friendly and users seem to adj faster and understand it.