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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Real user data aggregated to summarize the product performance and customer experience.
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84 Likeliness to Recommend
6
Since last award
89 Plan to Renew
11
Since last award
80 Satisfaction of Cost Relative to Value
10
Since last award
Emotional Footprint Overview
+81 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?
Pros
- Respectful
- Client Friendly Policies
- Fair
- Altruistic
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Contact Center Compliance Management
Ticket Management
Skills Based Routing
Call Scripting and Call Flow Management
Multi Channel Queue Management
Contact Center Analytics
Call Recording
Multi Channel Intake Integration
Knowledge Management
Workforce Management
Screen Prompts
Vendor Capability Ratings
Ease of IT Administration
Usability and Intuitiveness
Ease of Implementation
Product Strategy and Rate of Improvement
Breadth of Features
Business Value Created
Ease of Customization
Quality of Features
Availability and Quality of Training
Ease of Data Integration
Vendor Support
8x8 Contact Center Reviews
Alex N.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Dec 2022
Professionally polished solution
Likeliness to Recommend
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
Submitted Dec 2022
Fantastic AI voice bot
Likeliness to Recommend
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
Submitted Oct 2022
Automated multi-level call flows
Likeliness to Recommend
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