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8x8

8x8 Contact Center

9.6 / 10

Category

What is 8x8 Contact Center?

Put the customer at the center of everything you do without breaking a sweat—anywhere in the world. Our powerful cloud-based call center software is extremely flexible, quick to deploy and simple to use.

Company Details


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8x8 Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on 8x8 Contact Center.

95 Likeliness to Recommend

100 Plan to Renew

94 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love 8x8 Contact Center?

0% Negative
0% Neutral
100% Positive

Pros

  • Helps Innovate
  • Enables Productivity
  • Efficient Service
  • Respectful

Feature Ratings

Average 97

Ticket Management

100

Contact Center Compliance Management

100

Call Scripting and Call Flow Management

100

Multi Channel Queue Management

100

Screen Prompts

98

Call Recording

98

Multi Channel Intake Integration

97

Contact Center Analytics

96

Knowledge Management

96

Workforce Management

96

Skills Based Routing

94

Vendor Capability Ratings

Average 97

Ease of Implementation

99

Usability and Intuitiveness

99

Ease of Data Integration

98

Business Value Created

97

Availability and Quality of Training

97

Breadth of Features

97

Ease of Customization

97

Ease of IT Administration

97

Product Strategy and Rate of Improvement

97

Quality of Features

97

Vendor Support

97

8x8 Contact Center Reviews

Alex N.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Professionally polished solution

Likeliness to Recommend

100

What differentiates 8x8 Contact Center from other similar products?

8x8 Contact Center came fully loaded with high-tech features like automation and voice transcriptions. There is a multi-level auto-attendant which helps us improve efficiency by routing calls automatically based on caller input

What is your favorite aspect of this product?

When we are on the phone, 8x8 Contact Center algorithms comb through our conversations to find important moments and actionable insights that we use to improve our customer experience

What do you dislike most about this product?

It can differentiate itself from the pack by offering a built-in virtual private network that can help businesses add an extra level of security and privacy to the day-to-day efforts and defend against malicious actors

What recommendations would you give to someone considering this product?

8x8 Contact Center is the most unique offering ans aome of the features it brings to the table can't be found anywhere else. It's truly a unique contact center service that can bring a world of value to any business

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Danielle M.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Fantastic AI voice bot

Likeliness to Recommend

100

What differentiates 8x8 Contact Center from other similar products?

The solution provides us with many features and tools that are used to improve customer service, including contact management, call recording, and analytics.

What is your favorite aspect of this product?

The tool also makes it easier to track and measure customer satisfaction levels. It also records customer calls, which are used for training and quality assurance. The reporting for the agents' performance is fantastic

What do you dislike most about this product?

The knowledge base doesn’t support all our needs and it does not give our team a complete centralized repository of knowledge to reference when resolving support requests

What recommendations would you give to someone considering this product?

8x8 Contact Center is designed to be scalable and easily configurable to meet the needs of businesses of all sizes and makes it easy to manage customer interactions across multiple channels

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Christine E.

  • Role: Sales Marketing
  • Industry: Banking
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

Automated multi-level call flows

Likeliness to Recommend

100

What differentiates 8x8 Contact Center from other similar products?

This cloud contact center tool provides chat and voice channels for customers to raise tickets and for agents to attend to each ticket. We share photos, videos, and screenshots with customers in real-time. 8x8 Contact Center offers a customizable front-end portal

What is your favorite aspect of this product?

We have improved customer engagement with features like call monitoring, call recording, and real-time reporting. 8x8 Contact Center also provides a complete picture of every customer interaction by capturing our agent's screen activity as they interact with customers during calls

What do you dislike most about this product?

A handy agent scheduling feature that makes shift planning simpler and provide workforce optimization facilities like hiring and workforce management

What recommendations would you give to someone considering this product?

8x8 Contact Center helps you maintain all your omnichannel customer interactions by supporting live chat, voicemail, queuing, recording, shared call inbox, contact management, and many more features.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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