8x8's Contact Center is very versatile and easy to use. The agent interface is nice and full of information that they need to handle their calls and the backend is jam-packed with possibilities. Setting up a queue takes little time and there are so many paths you can take with the Scripts. You can be as bare-bones or elaborate as you want! Anytime there is an issue that I cannot figure out, support is there all the way. 8x8 Support is a breath of fresh air compared to what I'm used to. Rather than try to get all the info they need then work on it themselves, its a side-by-side venture, they work it out with me on the phone and do not stop until the problem is corrected. They are also very good at educating along the way. Review collected by and hosted on G2.com.
The only downside I've come across is Inbound vs Outbound queues. Before I implemented 8x8 into my organization we only had Inbound queues and my agents could dial out from that queue. In 8x8 I learned I need to setup an Outbound queue to allow agents to dial out from the contact center. This by no means is a big deal or a real problem, just a small nuance I came across that I view as beneficial for others to know if they are new to 8x8. Review collected by and hosted on G2.com.
202 out of 203 Total Reviews for 8x8 Contact Center
Overall Review Sentiment for 8x8 Contact Center
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one of the best things about the 8x8 Contact Center is its versatility and scalability. It integrates various communication channels like voice, chat, email, and social media into a single platform, which really helps improve customer experience. Plus, the analytics and reporting features are strong, allowing businesses to track performance in real-time and make data-driven decisions. The ability to adapt to different business needs and provide a seamless experience across different touchpoints is definitely a standout feature. Review collected by and hosted on G2.com.
While 8x8 Contact Center offers a lot of great features, there are a few areas where users sometimes express frustration. One common criticism is the learning curve—getting fully familiar with the platform can take some time, especially if you're new to cloud-based contact center solutions. Also, some users have mentioned that the interface, while comprehensive, can feel a bit cluttered or overwhelming when trying to access certain features quickly.
Another aspect that’s occasionally pointed out is the occasional difficulty with call quality, particularly in high-volume or complex configurations. Though this varies from user to user, some have experienced issues with connectivity or call clarity.
That said, these issues can often be addressed with proper setup and training, and many users find that the pros outweigh these cons once they get everything dialed in. Review collected by and hosted on G2.com.
The 8x8 Contact Center was delightful. First, it was easy to navigate through the website and interact with the ChatBot. Second, the technical support team was knowledgeable. They were able to perform whatever they needed to implement (whitelisting IP address, I believe) on their end. Third, the engineer that helped me was smart and professional in handling the issue. No matter how much issues or trial and errors we encountered along the way, I did not notice any signs of exasperation on his end. He remained helpful, calm, patient, and composed through all of it. He made sure that the problems would be solved, even if it meant pulling up more and more technical information and possible resolutions. Review collected by and hosted on G2.com.
It may have taken us awhile to solve the issue. The 8x8 team and I started working on January 9 and we were able to resolve all the issues on January 15. It may also be because initially, there was only one problem (paging system) and after having solved that, another problem appeared (unregistered/corrupted phone lines). Review collected by and hosted on G2.com.
8x8 has a user friendly platform that allows organizations to take control of their contact centers. This platform has been helpful to my organization for the past 2 years. We easily implemented the platform because we were already using 8x8 work. Review collected by and hosted on G2.com.
We experienced issues with customer support in the past but it seems as if 8x8 improved their customer service skills. The customer support that I have experienced recently has truly been helpful and the communication is great. Review collected by and hosted on G2.com.
The set up of a new agent is easy.
I like the ease in which an agent can add or remove themselves from a queue/skill.
setting up an audit form in Quality Managment was easy. Review collected by and hosted on G2.com.
Custom Reporting- I dont like that I can't group reports in the order I want to see them
I hate that I can't see if a report is scheduled to go out automaticly daily weekly ect.. to see this I have to go into VSS schedules
I cant get a report that gives me an agents Avalible % but can see it in a Dashboard
Call- My biggest dislike is that we cannt warm transfer to another queue/skill set up with in the company. We have to dail full number in order to be able to give the new agent the loan # and confirm that the caller is verified.
Quality Managment - having the time of the call in the inteaction list would be very helpful when searching for a specific call. Can get to the date and time stampunlsee we veiwthe map. Review collected by and hosted on G2.com.
While 8x8 initially offered us what we needed to operate, over the course of our working relationship, new solutions have been introduced that have aided our ability to better service our customer needs an adapt to new challenges like remote working.
Reporting can be simplified, as well as presented in raw data, which allows those with varying levels of skill breakdown information according to their abilities. Review collected by and hosted on G2.com.
As development continues, there is some duplication of features, and pathways to retrieving information can become confusing as a result. Interaction retrieval is one example. Review collected by and hosted on G2.com.
The tools provided within the 8x8 Contact Center are exaclty what our organizaiton needs. They provide multiple options to accomplish what we need and they have the experts available to help us troublshoot or improve on the tools we use. Our partners at 8x8 are extremely engaged in meeting our needs and help identify the right subject matter experts each and every time a need arises. Review collected by and hosted on G2.com.
The only real downsides we have experienced are outside of 8x8's control. Other updates or upgrades to integrated 3rd Party Applications are where we experience the most issues. Even with this being the case, our 8x8 Team jumps in and helps us identify any root cause issues and provides us with solutions and recommendations. Review collected by and hosted on G2.com.
Cheap and cheerful. OK for incoming contact centre. The technical support staff are very good and will escalate serious outages quickly. Review collected by and hosted on G2.com.
The poor administration is the greatest weakness. The lack of admin API is unbelievable. The outbound campaign is only useful if you use the APIs. The schedules lack functionality. Transcription can be poor. Minimium call information available to the routing scripts. Agents working shifts are poorly allocated. Reporting across midnight shift does not work. Otto the assitant is unhelpful. Implementation teams are not customer focused. It would be better to provide utilities and allow the customer to implement what they require. Licencing is overly complex. Review collected by and hosted on G2.com.
It is very user friendly and from an Administrator it is very easy to support Review collected by and hosted on G2.com.
I wish the reporting was a little more customizeable than it is. Review collected by and hosted on G2.com.
8x8 Virtual Contact Center is a very flexible and feature rich platform. It allows for all the the Contact Center platform features you would expect and integrates with CRM platforms as well. Review collected by and hosted on G2.com.
There is a bit of a learning curve when it comes to learning how to build call flows/scripts with 8x8 Virtual Contact Center, but it is something they are working to improve upon and make simpler and easier to automate very soon. Review collected by and hosted on G2.com.
As a reseller, IT-HenHouse does not simply sell and push software to the sheep without a full evaluation and fit confirmation. 8x8 has an incredible graphic user interface that is engaging and keeps the customers on top of why they must use 8x8. Technology can be overwhelming. But, 8x8 has solid instructions and aggressive webinars that point both resellers and customers in the right direction. 8x8 is a community that embodies the needs of resellers and customers. 8x8 also has functions that make customer contact efficient, productive and enjoyable. Review collected by and hosted on G2.com.
Contact Center does not integrate with Zoho ERP and call center services such as MoneyPenny and Ruby. We also offer Zoho has as a back-office all inclusive system to customers who need technology for daily financial, HR, supply chain and CRM. Review collected by and hosted on G2.com.
