8x8 Contact Center Features

Based on 86 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 53 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.

Based on 56 8x8 Contact Center reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.

Based on 51 8x8 Contact Center reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.

Based on 53 8x8 Contact Center reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Based on 85 8x8 Contact Center reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Based on 84 8x8 Contact Center reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 78 8x8 Contact Center reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Based on 63 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use. This feature was mentioned in 60 8x8 Contact Center reviews.

Based on 76 8x8 Contact Center reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

Populates CSR's screen with available customer data. This feature was mentioned in 74 8x8 Contact Center reviews.

Based on 67 8x8 Contact Center reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Based on 73 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Based on 82 8x8 Contact Center reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Based on 88 8x8 Contact Center reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Based on 72 8x8 Contact Center reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Based on 62 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Allows supervisors/managers to record and review telephone conversations of agents. 10 reviewers of 8x8 Contact Center have provided feedback on this feature.

Based on 11 8x8 Contact Center reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Based on 19 8x8 Contact Center reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.

Based on 17 8x8 Contact Center reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Based on 12 8x8 Contact Center reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Based on 13 8x8 Contact Center reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts.

Based on 16 8x8 Contact Center reviews. Allows users to access the software using mobile devices.

Allow managers/supervisors to monitor calls for quality assurance purposes. 11 reviewers of 8x8 Contact Center have provided feedback on this feature.

Allows managers/supervisors to evaluate the performance of agents.

Based on 19 8x8 Contact Center reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks

Based on 20 8x8 Contact Center reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.

Based on 22 8x8 Contact Center reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.

Based on 12 8x8 Contact Center reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.

Based on 16 8x8 Contact Center reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices. This feature was mentioned in 12 8x8 Contact Center reviews.

Provides queue management in case of increase in case/call inflow. 10 reviewers of 8x8 Contact Center have provided feedback on this feature.

Allows distribution of incoming calls to agents. This feature was mentioned in 12 8x8 Contact Center reviews.

As reported in 11 8x8 Contact Center reviews. Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 12 reviewers of 8x8 Contact Center have provided feedback on this feature.

Allows automatic distribution of incoming calls to the agents.

Simulates human-like speech from text inputs.

As reported in 25 8x8 Contact Center reviews. Simulates human-like speech from text inputs.