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8x8 Contact Center
About this business
8x8 Contact Center Review Use Cases and Deployment Scope - 8x8 is used by our entire company's call center. Pros - It works well enough. -The price is reasonable. Cons - The contract terms are too prohibitive. -The set-up is too complex. It is slightly better than a full PBX but not much. Likelihood to Recommend - 8x8 is an alright product, but it's just getting entirely outdated on terms and overall set-up. It needs a massive rework of administrative tools and needs to allow month-to-month contracts for smaller clients. We ... read more
Good product, but support and account reps leave a bit to be desired Use Cases and Deployment Scope - 8x8 Contact Center is used by our product support staff. It allows us access to different call metrics which are used to improve customer satisfaction. We monitor hold times to allow us to respond appropriately by increasing available agents, we look at abandonment rates which indicate inefficiencies in our processes, and we look at call duration to determine if specific support agents require additional training. Pros - Cal... read more
8x8 is great! Use Cases and Deployment Scope - Currently, we use 8x8 Contact Center as our central call center for our Dental company. We have about 36 practices across the state of Colorado and are about to venture into the TX. But, our call center is the central spot for all new patient calls to come into. Currently, we don't use the Virtual Contact Center in other areas of the company but we do use 8x8 features throughout the entire company. Pros - Quick IT assistance. -Great customer service from sales rep. Cons - More i... read more
My 8x8 Journey Use Cases and Deployment Scope - We needed call center functionality (call monitoring, queue handling, auto-callback options and multiple agents answering inbound calls). It is being used for the customer service representatives that handle calls. Pros - Provides monitoring for active calls. -Gives the flexibility to handle routing of calls and customize events that take place like callback options or customer surveys at the end of the call. Cons - Customer support is not very knowledgeable compared to other v... read more
Unsure about IP again! Use Cases and Deployment Scope - Contact Center is mainly used by our customer service team, but we also have 2 other departments that use it—Claims management and Material Damage. We are an auto damage appraisal company that works directly with insurance companies and vehicle owners. Pros - Ease of use for caller queues. -Ability to overflow calls when a high influx of calls has presented itself. Cons - Contact Center for us would run more smoothly if it was connected to the Virtual Office. -Setting u... read more
Great for Customer Service Teams Use Cases and Deployment Scope - 8x8 Contact Center is being used only by our Customer Service Department. We currently only use it for our phone system, not as a CRM tool. But we are in the process of upgrading to the VCC and using more of the features. Our customer service team answers calls with 8x8 Contact Center, but our managers aren't able to take calls through it, so only our agents use it for calls, not our whole department. Pros - There is a robust video tutorial section -Customer o... read more
Moderate Satisfaction Use Cases and Deployment Scope - The contact center is used to handle incoming customer sales and service calls and make outbound calls to clients for the whole company including regional offices. We also use 8x8 CRM to track customer activity and actions. In addition, we use the business phone system for direct calls to employees and voicemail. Pros - Very simple implementation to deploy an office phone design that allows small companies to have many of the basic features needed in a call center. -Reas... read more
A flakey phone system is not what you'd want to have in a call center! Use Cases and Deployment Scope - 8x8, combined with ContactNow is our company-wide telephone service that is used by our service customers as well. We based our call management on it. Pros - Phone quality is very good. -The user-interface is easy to manage. Cons - It silently drops the connection without any sign. -It sometimes fails to recognize the audio devices despite the fact that all other computer software is able to use it. Likelihood to Recommend... read more
Contact Center Nightmare Use Cases and Deployment Scope - To route/distribute calls among our sales and customer service staff. Specifically via a phone tree covered by an auto-attendant. We also use specific lines for testing marketing projects (a/b testing) as well as forwarding for after hours answering service and emergency call direction. We also try to use their reporting functions to get an overview of productivity within our phone staff. Pros - Auto Attendant Setup is simple enough to do without support if you are sa... read more
Frequently asked questions about 8x8 Contact Center
How is 8x8 Contact Center rated?
8x8 Contact Center has a 4.2 star rating with 381 reviews.
When is 8x8 Contact Center open?
8x8 Contact Center is open now. It will close at 6:00 p.m.