--- title: 8x8 Contact Center Reviews meta_title: '8x8 Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 257 reviews by the users' company size, role or industry to find out how 8x8 Contact Center works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 257 scale: '5' date_modified: '2026-08-09' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # 8x8 Contact Center Reviews **Vendor:** 8x8 **Category:** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Average Rating:** 4.1/5.0 **Total Reviews:** 257 ## About 8x8 Contact Center 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments ## 8x8 Contact Center Pros & Cons **What users like:** - Users value the **ease of use and implementation** of 8x8 Contact Center, enhancing operational efficiency and communication. (37 reviews) - Users commend the **helpful customer support** of 8x8 Contact Center, ensuring quick assistance and satisfaction. (26 reviews) - Users value the **responsive customer support** of 8x8 Contact Center, appreciating their quick and helpful assistance. (24 reviews) - Users value the **omnichannel support** and analytics of 8x8 Contact Center, enhancing customer interaction and service efficiency. (19 reviews) - Users value the **efficiency** of 8x8 Contact Center, enhancing customer service and operational scalability seamlessly. (17 reviews) - Easy Setup (12 reviews) - Users value the **flexibility** of 8x8 Contact Center, enabling seamless integration and adaptability across various communication channels. (12 reviews) - Intuitive (12 reviews) - Users find the **robust reporting and customer experience analytics** invaluable for improving their contact center operations. (11 reviews) - Integrations (10 reviews) **What users dislike:** - Users find the **missing features** of 8x8 Contact Center limiting, hindering effective administration and user experience. (11 reviews) - Users express frustration with **poor customer support** , highlighting unhelpful chatbots and lack of effective administration. (11 reviews) - Users find the **call management process cumbersome** , struggling with multiple platforms and complex settings. (7 reviews) - Users find the **complexity** of the 8x8 Contact Center settings frustrating, impacting usability and admin efficiency. (7 reviews) - Users express frustration over **integration issues** with Zoho ERP and other call center services, complicating their experience. (7 reviews) - Call Issues (6 reviews) - Chat Functionality Issues (6 reviews) - Users face a significant **lack of clarity** in training, features, and overall functionality of the 8x8 Contact Center. (6 reviews) - Audio Issues (5 reviews) - Difficult Implementation (5 reviews) ## 8x8 Contact Center Reviews ### 1. Enhanced Customer Support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2023 **What do you like best about 8x8 Contact Center?** Access to all users logged in and can transfer to other agents. **What do you dislike about 8x8 Contact Center?** Cannot transfer from VCC to 8x8 WORK or make calls on WORK when they come thru VCC. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Managing agents and seeing whos is available. **Official Response from Aelberto Gamos:** > Hi, Thank you so much! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for all our customers. If you have any questions, feel free to reach out to us at reviews@8x8.com. ### 2. Elastic, Utility Grade Cloud Call Center Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jai n. | Transformation & Growth, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about 8x8 Contact Center?** We implemented 8x8 VCC with 25 peak shift users that served Sales, Claims Processing, Customer Success and Scheduling functions. Our most significant gains as we have scaled markets and operations were achieved with the precision and analytics VCC provided out of the box. We partnered with 8x8, who assigned an expert implementation project manager who performed discovery and facilitated a group of WW supervisors and managers to tailor the configuration to our business needs over a couple of months. Our supervisors run their reporting and day-to-day ticket changes like onboarding and queue optimization; it was relatively easy to establish 24/7 availability in our phone-heavy consumer business. The scripting capabilities and overall administration interface work reasonably well, and the user adds, creating queues, and optimizing analytics take a few minutes; occasionally, we need to work remotely with 8x8 support on the phone for a user issue. We utilize 8x8 exclusively and do not maintain any phone closets or traditional telecom switches; this pure cloud capability allows us to support 100+ team members and 25+ queues from team members in 3 different continents. Our corporate locations have faced downtime for severe weather, holidays and other events over the past two years; VCC successfully allowed us to rebalance prioritization and route with about 10 minutes of effort. Our primary motivator for making this investment has been our Company and Brand goal of connecting our customers with a team member with the proper knowledge and skills, within 30 seconds, across 6x16 customer-facing operations. We can measure our answer rates, and experience quality, and have full QM capability. We are pleased to share that our teams consistently achieve near-zero abandoned calls with expeditious answer rates. **What do you dislike about 8x8 Contact Center?** For some reason, many people find the UI confusing when performing advanced administration. There is an actual learning curve to configure the core flows utilizing the 8x8 scripts tool; 8x8 has been rolling out new documentation, upgrades for Agent experience, supervisor Analytics and Integration **What problems is 8x8 Contact Center solving and how is that benefiting you?** Assuring the availability of teams is matched to call volume, eliminating or significantly reducing call abandon rates. Flexibility to provide a unique IVR, queue, music, and announcement across our many brands and full traceability for agents to see promotions, partners and origination. When our customers contact us, the quality of service metrics allows us to focus on experience measures, enabling our supervisors to become experience leaders and changing how we interact internally on headcount and scheduling. Our Supervisors, Managers and Leaders trust the analytics, and team members can see their performance quickly. Enables our customer-obsessed culture. **Official Response from Jeremiah Mercado:** > Hi Jai! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 3. Not very user friendly **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2023 **What do you like best about 8x8 Contact Center?** The ability to receive calls and fax correspondence through the same contact center **What do you dislike about 8x8 Contact Center?** Calls drop and help is not always available. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Dropped calls and missed faxes **Official Response from Alison Stewart:** > Dear Valued Customer, thankyou for taking the time to share your feedback with us. We would like to understand your problems with call dropping in more detail and assist with this, if you share your details with reviews@8x8.com we would be more than happy to help! ### 4. Remote Patient Educator/Patient Advocate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about 8x8 Contact Center?** Easy to use and understand and manage. Customer support efficiency. Ability to have app in my personal phone **What do you dislike about 8x8 Contact Center?** It needs a strong internet signal. Sometimes when you go for lunch or break it gets disconnected. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I am able to reach all the customers I want to reach in a timely manner. Able to send text messages before calling to avoid being label as spam **Official Response from Princess Manuel:** > Thank you so much for taking the time to leave us a 5 star rating - it's much appreciated! ### 5. Very good phone service **Rating:** 4.0/5.0 stars **Reviewed by:** Max L. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2023 **What do you like best about 8x8 Contact Center?** They are very nice and helpful for us and we enjoy using the service for our team and outside call center. **What do you dislike about 8x8 Contact Center?** Sometimes the portal is just confusing because we have a small team, we might have too much power **What problems is 8x8 Contact Center solving and how is that benefiting you?** They provide our full internal infrastructure and they help us connect to the call center that we use for sales. **Official Response from Aelberto Gamos:** > Hi Max, Your feedback means a lot to our team. Thank you for taking the time to leave us this review! Please don’t hesitate to reach out to us at reviews@8x8.com if you have any questions or concerns. ### 6. 8x8 Review **Rating:** 5.0/5.0 stars **Reviewed by:** Bijay Prasad S. | Senior Executive - Systems, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2023 **What do you like best about 8x8 Contact Center?** 8x8 contact center provides best pricing module. We can customize the license purchase as per the requirements. It is best for small and medium size based company. **What do you dislike about 8x8 Contact Center?** CRM integration with customized features like agent screen popup. SMS API functionality, Third-party integration, Inhouse CRM integration, Omni channel features. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact center software is helping our agents to take/make calls for our Contact center, Agents are able to work smoothly from any location they desired. The interface is very good. **Official Response from Aelberto Gamos:** > Hi Bijay! We are grateful that you took the time to leave us a review. Your feedback helps us improve our services for everyone. Have a nice day ahead! ### 7. 8x8 is great. Never had any issues **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2023 **What do you like best about 8x8 Contact Center?** It is significantly easier to use than any other contact center application **What do you dislike about 8x8 Contact Center?** sometimes there are bugs with transferring calls. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Eases issues with transferring calls and placing calls on hold **Official Response from Aelberto Gamos:** > Hi , Seeing that you had a 5-star rating and experience is the best thing we could hope for! Your review means a lot to us. Thank you for choosing 8x8! ### 8. Great features, knowledgebase, training sessions. **Rating:** 4.0/5.0 stars **Reviewed by:** Chris B. | IT/CRM Specialit, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about 8x8 Contact Center?** Web based interface for PBX management. This is great for our remote work environment. **What do you dislike about 8x8 Contact Center?** Seperated Contact Center App from Work App. Would be better if they were combined. Also, average wait time recording for a queue would be nice. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 offers great support for problem resolution. I've used it for some questions about my scripts which in turn increases our customer service. **Official Response from Jeremiah Mercado:** > Hi Chris! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 9. Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Dorian P. | Regional Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about 8x8 Contact Center?** At first glance the 8x8 Contact Center was overwhelming but the assistance I received during our transition from our old phone company was very helpful. They have an extensive library of training articles and videos which I value. The contact center has vastly improved our ability to manage calls and agents. **What do you dislike about 8x8 Contact Center?** There is a lot of information to ingest while getting things up and running during the initial setup phase. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Prior to using the 8x8 Contact Center we did not have a good grasp on how many calls we were receiving, the nature of the calls, or how efficient our agents were. **Official Response from Jeremiah Mercado:** > HI Dorian! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 10. It's like your brain, we may be only using 25% of it! **Rating:** 4.0/5.0 stars **Reviewed by:** miles a. | Vice President, Donor Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2022 **What do you like best about 8x8 Contact Center?** I am grateful that any piece of data we may need to help ensure our operations are effective exists! I find the work app to be intuitive to use, and single sign-on makes it very beneficial for the organization. **What do you dislike about 8x8 Contact Center?** Frequent updates, staff mention periods of weird connections between VCC and work-app, our team has very convoluted use cases and it's been hard determining what we need to set up appropriately. Also, many different platforms. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I believe they are working on text queueing, or the ability to text outbound from the VCC. That'd help us. Call surveys would be helpful, as well. **Official Response from Jeremiah Mercado:** > Hi Miles! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 11. Overall, generally satisfied with 8x8. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2023 **What do you like best about 8x8 Contact Center?** Call flows are easy to build out. The dashboard analytics is my favorite part of 8x8 Contact Center. **What do you dislike about 8x8 Contact Center?** I wish 8x8 had the ability to see how many scripts are associated with specific queues and schedules. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Allows our contact teams worldwide to assist each other better while providing expected service to clients. **Official Response from Aelberto Gamos:** > Hi, thanks for your feedback. We are continuously working on adding more features to make your experience better. Your opinion is very important to us, and we will be sure to take this information back to the team as we strive to provide the best experience to our valued customers. ### 12. Great company for your business needs! **Rating:** 5.0/5.0 stars **Reviewed by:** Amye R. | Customer Care Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2022 **What do you like best about 8x8 Contact Center?** The support and products are both top notch! **What do you dislike about 8x8 Contact Center?** I really wish there was a seamless combination of 8x8 work and VCC together. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Before we had a hard time knowing when our agents were busy and when we needed to staff up during the day, now with a few simple reports we can tell what times to allow for breaks and lunches. **Official Response from Jeremiah Mercado:** > Hi Amye! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 13. VoIP Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Momen E. | SF Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2022 **What do you like best about 8x8 Contact Center?** Our organization has had 8x8 for almost 4 years, and it has helped us accomplish our mission. Through a variety of capabilities such as inbound/outbound calls, in addition to receiving chats, we were able to take and process millions of dollars worth of donations. **What do you dislike about 8x8 Contact Center?** One major downside was the random upgrades we had to perform throughout the year. Or whenever we reached out to support and they could not figure out why the callbar isn't connecting or whatever reason, they would often recommend we upgrade. **Recommendations to others considering 8x8 Contact Center:** Look into the backend technology and see if it is up to date with latest market trends. **What problems is 8x8 Contact Center solving and how is that benefiting you?** It helped us reach many of our constituents and made us proactive with our communication. In addition to that, one benefit is how it was easily integrated with our CRM salesforce database, which allowed for the caller's record to be pulled up as they were calling and to have a call log pop up after a call. **Official Response from Jeremiah Mercado:** > We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 14. Contact that connects **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2022 **What do you like best about 8x8 Contact Center?** The ease of customizing contact center workflows queues and scripts. The omnichannel capabilities built-in and the single communication platform simplifies management. **What do you dislike about 8x8 Contact Center?** Would like more workforce management capabilities **What problems is 8x8 Contact Center solving and how is that benefiting you?** Responding quickly and specifically to each of our customers unique needs **Official Response from Jeremiah Mercado:** > We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 15. Lots of useful tools for small and large business's alike. **Rating:** 4.5/5.0 stars **Reviewed by:** Jessica C. | Office Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2022 **What do you like best about 8x8 Contact Center?** I like all of the options to tailor the soft phone needs to what our company needs. There are a lot of useful tools to manage our team. **What do you dislike about 8x8 Contact Center?** I dislike that so many options are not included in the original pricing. **What problems is 8x8 Contact Center solving and how is that benefiting you?** There are no current issues that 8x8 is solving that is benefiting me. **Official Response from Jeremiah Mercado:** > Hi! Thanks for your feedback. We are continuously working on adding more features to our app to make your experience better. ### 16. Constantly told to go to you tube to find out how do to something. **Rating:** 0.0/5.0 stars **Reviewed by:** John M. | accounting, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2022 **What do you like best about 8x8 Contact Center?** The Price and the ability to add a new line **What do you dislike about 8x8 Contact Center?** Customer lack of service department does not know how to use your system, therefor their advice is always to look it **What problems is 8x8 Contact Center solving and how is that benefiting you?** accessing and controlling various features that no one in our organization knows about **Official Response from Jeremiah Mercado:** > Dear John, we regret the inconvenience caused. To help us understand the problem in detail, please share your contact details at reviews@8x8.com. We would be more than happy to assist you. Best Regards. ### 17. Great contact center software **Rating:** 4.5/5.0 stars **Reviewed by:** Amanda M. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about 8x8 Contact Center?** Easy to use and access reports, calls and analytics. **What do you dislike about 8x8 Contact Center?** Unable to move users out of agent states. **What problems is 8x8 Contact Center solving and how is that benefiting you?** None at the moment **Official Response from Jeremiah Mercado:** > We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 18. Some good functionality but dated software and unclear billing practices **Rating:** 2.5/5.0 stars **Reviewed by:** Steve S. | Managing Broker, Real Estate, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2020 **What do you like best about 8x8 Contact Center?** Overall 8x8 call quality and core functionality is very good. The ability to have call cues, realtime monitoring and callback options for our customers works as designed and has been very stable. **What do you dislike about 8x8 Contact Center?** 1. Billing- getting clarification on charges is an exercise in frustration with one rep passing you to another rep who then passes you back to the original rep who tells you they put in a support ticket for someone to call you back who never does. 2. Contracts- 8x8 has pricing contracts that expire and your pricing reverts to "list price" unless you make it known that you will look elsewhere if you go to list price. Very tedious and transactional in their business dealings. 3. Backend software interface is very long in the tooth. Chat add on looks like it's circa 2005. Email system for emailing within the system is also lacking. **What problems is 8x8 Contact Center solving and how is that benefiting you?** With Contact Center we are able to handle more calls with less staff. The callback feature allows us to balance our load by allowing customers to not sit on hold, getter madder by the moment. Also the ability to move callers to the most appropriate person/team quickly based on their own inputs has been very beneficial. **Official Response from Jeremiah Mercado:** > Hi Steve, thank you for taking the time to provide feedback. Your opinion is very important to us, and we will be sure to take this information back to the team as we strive to provide the best experience to our valued customers. It is great to hear that the callback feature has proven beneficial for your company and we do hope that we can continue our partnership. ### 19. Great Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** January 26, 2021 **What do you like best about 8x8 Contact Center?** I like the fact that I am fully in control . Unlike with our previous system where everything had to go through Customer Support, with 8x8 I can do it all myself. The reporting is much more consolidated compared to other systems where you are given 14 report options where 4 can do. I like that I was able to enable direct extension dialing which is something all call centers should have. I also like that I have the ability to set up an entire call center myself with routing options, custom hold music and messaging, menu options, call back options, direct dials, and much more. I can also set a call to route and overflow to agents, queues, voicemails, and continue to set rules way beyond that. I really do get full autonomy with 8x8. This is something that I wanted as compared to having to call in for everything request. **What do you dislike about 8x8 Contact Center?** My only dislike so far is that the Call Center system and phone system are separate. Meaning they both have different extensions and numbers. I also wish I had the option to have the system memorize certain numbers that have been dialed by agents when enabling call backs. Those are my only complaints with 8x8 really as of now. I would also add the ability to keep the same granularity for reports going past a few weeks. **Recommendations to others considering 8x8 Contact Center:** I would recommend you jump on board with 8x8. It's very easy to use, affordable, and works better than many call center systems. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I have been solving so many problems. Creating call back options. Enabling a way for customers to enter extensions to get directly to their Party. Reporting has also been such a step up with 8x8. Efficient and consolidated compared to my last system. I also realized how much I can do when given a system that actually allows it. When I do stuff how I want it, it turns out so much better than having others do what you know you can do. **Official Response from Joemar Jardiel:** > Good day Nestor! Thank you so much for taking your time in writing us a feedback. We are glad that you are enjoying our service. Have a nice day ahead! ### 20. I am a sys admin and 8x8 falls under my responsibility **Rating:** 5.0/5.0 stars **Reviewed by:** Genelle C. | IT System Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about 8x8 Contact Center?** That you are able to utilize it across multiple platforms seamlessly. **What do you dislike about 8x8 Contact Center?** How often that callers in VCC get hung up and have to be booted out. **Recommendations to others considering 8x8 Contact Center:** That the UI is very user friendly. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Setting up auto attendants and ring groups is very easy. **Official Response from Jeremiah Mercado:** > Hi Genelle! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 21. The Good and the Not so Good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2021 **What do you like best about 8x8 Contact Center?** I love the Speech Analytics section. I am able to pull calls from my agents and coach more effectively because of the evaluation forms located in this section. I can snip parts of the audio that I want to emphasize or use in training. The reporting features are also really cool. I can create scheduled reports so I always know what is going on in my call center. **What do you dislike about 8x8 Contact Center?** In the software I used before VCC, I could put my agents on and offline. I am not able to do that with this software. Also, I don't particularly appreciate that it can take over 48 hours to get a response when something is going wrong. The software I used prior had live agents I could call at any time and get live help immediately. When I do get someone to get back to me, it seems to be at times that are just not convenient for me. I work on the east coast, and I believe the helpdesk for 8x8 is located on the west coast, so they usually end up getting back to me when I am walking out the door for the day. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I can live monitor my agents, and creating evaluations right from the software is an amazing benefit. It is critical to the development of my agents and has been a real help in my coaching sessions. **Official Response from Joemar Jardiel:** > Thank you for your review. We will share this with the team to let them know how we are doing. For support follow up that needs attention, you may send us an email on reviews@8x8.com and we will attend your concern as soon as we can. Have a nice day ahead ### 22. 8x8 Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about 8x8 Contact Center?** it is very convenient and i do not have to use my personal number. **What do you dislike about 8x8 Contact Center?** i think that i just need to have another app downloaded,but overall it is fine **Recommendations to others considering 8x8 Contact Center:** n/a **What problems is 8x8 Contact Center solving and how is that benefiting you?** n/a at the moment. **Official Response from Jeremiah Mercado:** > We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead! ### 23. Efficient, effective, and easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Becca I. | Director of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2021 **What do you like best about 8x8 Contact Center?** The 8x8 Admin Console neatly organizes all of the functions I need to access as a manager. I can make major changes easily and on-the-fly. **What do you dislike about 8x8 Contact Center?** Customer Support is very helpful, but at times I have to wait longer than I would like for a resolution. **Recommendations to others considering 8x8 Contact Center:** I highly recommend using the application to its fullest. Consider the fax option and verse yourself on how to use the analytics. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The reporting dashboard of 8x8 gives me incredible data that I can use to make operational decisions. I am able to analyze peak call time patterns, research complaints to a very granular level, and determine appropriate workflows to handle call volumes. **Official Response from Joemar Jardiel:** > Hi and thank you so much for leaving a 5-star review Becca! We are glad to hear that you are utilizing all the possibilities and use of our product. Have a nice day ahead! ### 24. 8x8 easy to use with worldwide agents **Rating:** 4.0/5.0 stars **Reviewed by:** Chrissie N. | Contact Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 02, 2021 **What do you like best about 8x8 Contact Center?** 8x8 Contact Center is easy to set up. We have agents worldwide and we can easily set up their accounts with test calls within 15 minutes. I love we can have a new hire and within 15 minutes get the new hire on the phone. **What do you dislike about 8x8 Contact Center?** There are many times we need to delete our profile and reset because the connection is lost and our profiles are no longer recognized. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The problems we are solving has to do with billing our clients properly. When making outbound calls on behalf of our clients we were not billing that work properly. We are able to create specific outbound channels for billing. **Official Response from Joemar Jardiel:** > Thank you so much for taking your time in reviewing our service Chrissie ! Have a nice day ahead ### 25. 8x8's service is awful. **Rating:** 0.0/5.0 stars **Reviewed by:** josh k. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2020 **What do you like best about 8x8 Contact Center?** The fact that it works. It's all I could really ask for. **What do you dislike about 8x8 Contact Center?** Almost everything. From the application to the customer service. WAY more bads than goods in my opinion. The application is just bad. It will constantly have new bugs, crashing issues, calls not even connecting and for some reason you need the VCC AND THE VO open to have you calls recorded. A lot of it just doesn't make sense. The customer service is the worst part. The company I work for has around 200 employees working. In the beginning the service was great and do not get me wrong, there are a handful of great high tiered rep's however the lower tiered reps just seem to not care about leaving the consumer happy. They take days, sometimes up to a week to get to a ticket that should only take about 5 minutes to clear out. We have had to let go of a few employees because we cannot get their accounts set up normally because of something on the back end. They LOVE calling during hours that weren't asked for (2AM??), and CALLING when requesting an EMAIL. They never fail when it comes to those two. **Recommendations to others considering 8x8 Contact Center:** 8x8 is very user friendly. It is extremely convenient in the sense where you do not need to use a phone but can call via 8x8 instead. **What problems is 8x8 Contact Center solving and how is that benefiting you?** See above. Not many benefits, more inconveniences. **Official Response from Joemar Jardiel:** > Hi Josh, Thank you for your review, your feedback is important to us. We apologize that you've had a negative experience with 8x8 - If there is anything specific we can help with, please share your account details with reviews@8x8.com and someone will be in touch ASAP. Thanks! ### 26. Very decent VOIP software the still lacks some tweaks but they keep working on it **Rating:** 4.0/5.0 stars **Reviewed by:** Andrey Z. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2021 **What do you like best about 8x8 Contact Center?** - reasonable price comparing to another providers in the niche - active development of the product - helpful support - possibility to send pictures via SMS - easy interface **What do you dislike about 8x8 Contact Center?** - bugs (not all numbers can be reached) - sometimes calls stops going through and app has to be restarted - customer support is not really helpful all the time - lack of call recordings in 8x8 express **What problems is 8x8 Contact Center solving and how is that benefiting you?** It allows us to run a dispatch service oriented on the US market for a very reasonable price. **Official Response from Joemar Jardiel:** > Hello Andrey, Thank you so much for sharing your inputs about our service. If anything, please do not hesitate to email us on reviews@8x8.com and we'll be happy to assist. Have a nice day ahead! ### 27. 8x8 Application **Rating:** 4.5/5.0 stars **Reviewed by:** Glaimore L. | Senior Executive Quality, Enterprise (> 1000 emp.) **Reviewed Date:** October 06, 2020 **Describe the project or task 8x8 Contact Center helped with:** 8x8 help us a lot when doing task in work. When listening calls in NICE INCONTACT. No need to download the calls. You will just dial the number of 8x8 registered on your account and you will hear the call. easy as that. the good thing on that is as long as you have internet connection you can definetly call someone whenver they are. Excelent. I do like the most is when calling someone whenever they are we can use the 8x8 application as long as you have internet. 8x8 can use to listen calls in NICE incontact. good thing that we have this kind of application in work. definetly a mus good application. **What do you like best about 8x8 Contact Center?** I do like the most is when calling someone whenever they are we can use the 8x8 application as long as you have internet. 8x8 can use to listen calls in NICE incontact. good thing that we have this kind of application in work.I do like the most is when calling someone whenever they are we can use the 8x8 application as long as you have internet. 8x8 can use to listen calls in NICE incontact. good thing that we have this kind of application in work. **What do you dislike about 8x8 Contact Center?** As from what i experience is the only thing that in don't like is when we listen calls, we can't rewind the call or move from the time that qe want. unless we call it again or the recording said if you want to listen again. that's the only thing that i dislike. but overall it was a good application. **Recommendations to others considering 8x8 Contact Center:** My Adivuce would be you can consider on using 8x8 the app is great. you can use it for daily use as long as you have good internet connection. it really helps a lot when working. 8x8 has application on desktop and on mobile device you can call someone anywhere and anytime as long as you hvmave data or wifi connection. it is a good application for us. you can try to use and consider using 8x8 application. I do like the most is when calling someone whenever they are we can use the 8x8 application as long as you have internet. 8x8 can use to listen calls in NICE incontact. good thing that we have this kind of application in work. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 helped us a lot when doing task at work. it save us time and it works like a charm. Listening calls using this application is great. as long you have good internet connection it really works well. you can dial any number any time you want. you can use 8x8 in app or in desktop. good thing that they have it. I do like the most is when calling someone whenever they are we can use the 8x8 application as long as you have internet. 8x8 can use to listen calls in NICE incontact. good thing that we have this kind of application in work. good thing that we have this application with us. so try it. ### 28. No just another me too project **Rating:** 5.0/5.0 stars **Reviewed by:** James S. | IT, Small-Business (50 or fewer emp.) **Reviewed Date:** March 16, 2021 **What do you like best about 8x8 Contact Center?** Ease of use for the platform was huge for us **What do you dislike about 8x8 Contact Center?** It is a bit more expensive than similar tools **Recommendations to others considering 8x8 Contact Center:** At fiorst glance its easy to overlook it as a "me too" product but it's not. **What problems is 8x8 Contact Center solving and how is that benefiting you?** It helped leverage manpower issues **Official Response from Joemar Jardiel:** > We can’t thank you enough for the kind words about our product. Your review means a lot to us and lets us know we’re on the right track! ### 29. Virtual Contact Center Is A Great Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan N. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2020 **What do you like best about 8x8 Contact Center?** I really like all the different features. The ease of setting up the queues once you learn the nuances, and being able to change them on the fly. I can have different queues and still share the same script. Setting up Users, Groups and assigning them to queues is one of the best parts. I also like how easy it was to setup Chat, and introduce it to the Agents. **What do you dislike about 8x8 Contact Center?** Contact Center is a little complex, and there is definitely a learning curve. It could more intuitive. **Recommendations to others considering 8x8 Contact Center:** Make sure you have somebody who can learn the scripting. **What problems is 8x8 Contact Center solving and how is that benefiting you?** How many calls are received in a day. What types of calls. How many agents we really need. Being able to see real time stats. Having Inbound Queues, Chat, Call Back, Voicemail all in one place. **Official Response from Joemar Jardiel:** > Thank you so much for taking time in reviewing our service Jonathan! Have a great day ahead. ### 30. 8x8 provides excellent IP telephone service at a very competitive price **Rating:** 4.5/5.0 stars **Reviewed by:** Seth R. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2020 **Describe the project or task 8x8 Contact Center helped with:** We decided to replace all of our existing telephone systems, both office and contact center, with an IP phone solution to lower costs and provide more robust support for remote users. **What do you like best about 8x8 Contact Center?** 8x8 allowed us to put our contact center into the cloud, removing the need for a physical call center location and enabling our call center workforce to move to 100% remote users. It also lowered our telephone costs! **What do you dislike about 8x8 Contact Center?** Phone hardware is fairly expensive, and firewall support is a little bit hit or miss. We ended up replacing our Sonicwall solutions with an Edgewater session border controller provided by 8x8, simply to make life easier and to make it easier for 8x8 to support our networking challenges. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Our company is based in New England, where severe weather is often a problem, and would lead to understaffing at our physical call center location. With 8x8, we were able to close our physical call center and move all of our agents to a work-from-home model. This saved us a significant amount of money, improved quality of life for our call center staff, and created a more robust and reliable call center solution for us. Our monthly phone bills went down too! ### 31. Contact Center Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2020 **What do you like best about 8x8 Contact Center?** I did not like any of it. I will explain below **What do you dislike about 8x8 Contact Center?** I had a very hard time finding any way to contact 8X8 through my sign in/account and then when I did find it, it was confusing on how to report a problem. I finally reported the problem and then 2 days later I received an email telling me they were waiting for a response when what I did was report the problem and needed them to contact me. I asked someone to call me and they said they tried twice and there was no answer, which was not true because I answer the switchboard and while they did call twice they did not answer me at all and hung up. it was a lot of back and forth, me saying again and again what the issue was and no one responding on the issue or how it was resolved if it was. The issue finally just started working but we still have on and off problems with the incoming faxes. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I have only tried it once and hated it. We have issues with faxing through 8X8 on and off. ### 32. Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2021 **What do you like best about 8x8 Contact Center?** cloud based, easy to use and intuitive, nice UI **What do you dislike about 8x8 Contact Center?** Not as functional as other players in the market, you get what you pay for, **What problems is 8x8 Contact Center solving and how is that benefiting you?** working from home in the pandemic **Official Response from Joemar Jardiel:** > Hi, Thank you for your review, your feedback is important to us. Can you please share and elaborate what function you are missing from the service? - please share your account details with reviews@8x8.com and we will be in touch ASAP. Thanks! ### 33. easy to use and highly customizable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2021 **What do you like best about 8x8 Contact Center?** The product is highly detailed, allowing you to modify every aspect. **What do you dislike about 8x8 Contact Center?** To obtain a license, you need to contact a representative. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Communicating with clients and the ease of use of the IVR **Official Response from Joemar Jardiel:** > Hi and than you for taking your time in reviewing our service! Ordering license can sometimes be challenging but we are glad to let you know that there is a self service link for you to order it online. You may use this link below for reference https://support.8x8.com/support-services/billing-account-management/how-to-add-self-service-or-upgrades-orders Have a nice day ahead! ### 34. A patient group of people **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2020 **What do you like best about 8x8 Contact Center?** I have never been in contact with a support team that has the amount of patience that 8x8 does. Even when the issue takes the call to after hours, they still took the time to find a resolution. The level of patience is also shown by their response while on the call. **What do you dislike about 8x8 Contact Center?** There might be miscommunications at times where it would be difficult to understand each other. However, that gets clarified quickly. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Having to re-provision a phone. The benefit is that the support team can co-browse to assist us in gaining access to the phone through its mac address. **Official Response from Miya Imazumi:** > Thanks for providing feedback! We are glad that 8x8's support team has been able to work with you to resolve your issues and we look forward to the continued partnership. If there is anything else we can do for you, please reach out to reviews@8x8.com. ### 35. VERY EFFECTIVE AND USER FRIENDLY FOR THE MOST PART **Rating:** 5.0/5.0 stars **Reviewed by:** BRANDON C. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2020 **What do you like best about 8x8 Contact Center?** THE MOST HELPFUL THING ABOUT USING CONTACT CENTER IS IT IS EFFECTIVE. ONCE YOU TAKE THE TIME TO SEE WHAT THE CONTACT CENTER HAS TO OFFER IT WILL DEFINITELY PROVIDE YOU WITH TOOLS TO RUN AN EFFECTIVE CALL CENTER. I WORK IN A DEPT WHERE WE ARE CONSTANTLY REVIEWING CALLS AND EVALUATING OUR REPS ON ACCURACY AND CONTENT. CONTACT CENTER MAKES IT VERY EASY TO DO THAT SO THAT WE CAN MAKE SURE WE GET THE BEST EVALUATION. THE UPSIDES ARE THAT IT IS VERY HELPING WHEN WE NEED TO RETRIEVE A CALL OR SEE HOW THE CALL WAS HANDLED THRU A SERIES OF REPS IN OUR CALL CENTER. CHECK THE FLOW OF CALLS AS WELL AS ALL INFORMATION NEEDED. **What do you dislike about 8x8 Contact Center?** WHAT IS DISLIKED ABOUT THE CONTACT CENTER IS THAT SOME OF THE FUNCTIONS ARE NOT EASILY ACCESSIBLE. YOU HAVE TO KIND OF SEARCH FOR THEM A BIT. MOST TIMES YOU ARE LOOKING FOR CERTAIN THINGS TO DO AND THEY MIGHT BE RIGHT IN FRONT OF YOU. IT IS IMPORTANT TO REVIEW ALL THE POSSIBILITIES REFLECTED. THE CONTACT CENTER IS FULL OF KNOWLEDGE BUT CAN BE HARD TO FIND AT TIMES. SOMETIMES IT WILL ALSO UPDATE WITHOUT YOU KNOWING AND THEN YOU CANNOT FIND THE ORIGINAL TASKS THAT YOU COMPLETED OR RESOLVED BEFORE **Recommendations to others considering 8x8 Contact Center:** MY ADVICE WOULD BE IN USING CONTACT CENTER JUST TAKE TIME TO REVIEW ITS FUNCTIONS. THERE ARE MANY THINGS THAT THE CONTACT CENTER OFFERS, ESPECIALLY WITH CALL MONITORING. CALL MONITORING IS VERY USEFUL TOOL WHEN OPERATING YOUR CALL CENTER. YOU CAN PROVIDE THE REPRESENTATIVES WITH ACCURATE UNDERSTANDING OF CALLS FOR COACHING AND EVEN FOR CALL REVIEWS. YOU ALSO HAVE THE ABILITY TO SEND CORRESPONDENCE TO CLIENTS DIRECTLY FROM THE THE CONTACT CENTER AND EVEN SEND TEXT MESSAGES. YOU CAN TRACK YOUR OUTBOUND AND INBOUND CALL AS WELL. THE CONTACT CENTER DEFINITELY OFFERS MANY POSSIBILITIES TO MAKE ANY CALL CENTER HIGHLY EFFECTIVE. TAKE THE TIME TO REALLY REVIEW THEM. **What problems is 8x8 Contact Center solving and how is that benefiting you?** THE BIGGEST PROBLEM TO SOLVE IS UNDERSTANDING THE FUNCTIONS WHEN YOU DO NOT HAVE A GUIDE BEFORE YOU. ONCE I SOLVE A TASK OR FIND HOW TO USE SOMETHING I BOOKMARK IT TO REMIND LATER ON HOW TO USE IT. I REALIZED THAT THERE ARE A LOT OF OPTIONS THAT CONTACT CENTER OFFERS JUST NOT ALWAYS VISIBLE. WITH LACK OF VISIBILITY OF ALL OPTIONS IT CAN BE DIFFICULT TO REALLY USE THE CONTACT CENTER TO ITS FULL POTENTIAL IF YOU DON'T KNOW WHERE TO FIND WHAT YOU ARE LOOKING FOR. ### 36. Lovely; Pleasant **Rating:** 5.0/5.0 stars **Reviewed by:** jhada n. | CUSTOMER SERVICE , Small-Business (50 or fewer emp.) **Reviewed Date:** January 22, 2020 **What do you like best about 8x8 Contact Center?** what I like best about the contact center is the playbacks, its easy to navigate and the coaching. My manager can manage my calls and give me good feedback. I like how they can also listen to live calls also so just in case I need a little help they will be able to listen and give good advice. **What do you dislike about 8x8 Contact Center?** what I don't like is when it keep logging me out and sometimes there is a glitch where I cant answer the phone, also I don't like that I have to have 2 different links up for it to work. Sometimes the calls don't come in but its not all the time. sometimes the call don't wanna come through my headset bu there is a button for that as well. **Recommendations to others considering 8x8 Contact Center:** USING CONTACT CENTER IS A GREAT EXPERIENCE, THEY HAVE GREAT SERVICE AND THAT IT SHOULD BE USED FOR EVERY CALL CENTER. THEY MAKE IT EASY FOR EVERYONE TO NAVIGATE THROUGH THE SYSTEM. ALSO THIS IS A GOOD TOOL FOR MANAGERS AS WELL BECAUSE THEY CAN MONITOR CALLS AND LIVE CALLS AS WELL. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The problems that i am solving is credit restoration, we help restore credit pretty quickly and it really helps when I need to transfer to different departments. also when I need mute or place a hold on a call as well. When i am on a all call and need to transfer its really simple and we transfer calls all day. ### 37. Convenient phone system that improves overall productivity. **Rating:** 4.0/5.0 stars **Reviewed by:** Julian S. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2020 **What do you like best about 8x8 Contact Center?** I love that when phone calls come through you can see the caller ID information and the transferring system. This service really takes the confusion out of transferring calls and making sure the customer gets to the recipient. **What do you dislike about 8x8 Contact Center?** The only thing I don't like is if the 8x8 app isn't open the calls will automatically answer and then drop. As long as I remember to open the app as well as the website I'm fine. I also do not like that we cannot view the history of all the previous calls we've had. **Recommendations to others considering 8x8 Contact Center:** This is a great online phone system that completely gets rid of the need for a physical phone. This product will increase your companies productivity and make a very working experience for the employees and management without breaking the bank. I 100% recommend this product to any business or individuals that need a dedicated and reliable phone system. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I LOVE that I don't have to remember employee extensions. That cuts down the customer's hold time and improves their overall experience. with our company. Another benefit is by having different working options as well and break options. It benefits our company extremely well so that everyone can always see what everyone is doing. That way if we're doing offline work and there are calls in the queue we can see who is answering and who isn't . ### 38. Not the best in call transferring and customized reports. Great for customizing the way you answer. **Rating:** 2.5/5.0 stars **Reviewed by:** Edwin P. | Helpdesk Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** January 20, 2020 **What do you like best about 8x8 Contact Center?** The ability to make changes on the fly when we need to and want to test new scripts, we use it for our internal IT department and we've been able to customize it enough to where it works for us best. It does have good general reporting for different departments. **What do you dislike about 8x8 Contact Center?** We cannot create the customized reports that we want and we are having trouble in transferring calls and picking up transferred calls. Transferring calls has always been an issue for us and it has gotten better with some updates made to VCC but we still have a hard time occasionally when it does not work. **Recommendations to others considering 8x8 Contact Center:** Really great for creative scripts and customization options for corporate departments that handle heavy call flow. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The ability to customize hotlines for certain departments. Our Credit and Inside sales departments have greatly utilize VCC. With our Inside sales department handling over flow calls from all of our branches we have been able to make it to when ### 39. Great Call center tool **Rating:** 5.0/5.0 stars **Reviewed by:** Karla E. | Bilingual Customer Support Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2020 **What do you like best about 8x8 Contact Center?** I really like the fact I that it is very easy to use. I can monitor the calls of my team so I can provide them with very detailed feedback. It's also helpful because the information it's categorized, and you can access it any time with no problem. The calls are very clear, I don't have any issues hearing the customer out, and my customer haven't had any issues hearing me out either. **What do you dislike about 8x8 Contact Center?** I dislike the fact you have to have the web site and the app opened at the same time, and if you close the app by accident, you won't be able to get calls. Sometimes we have issues trying to connect to the web site, but it's very rare that that happens. **Recommendations to others considering 8x8 Contact Center:** Get it! It's very helpful. I have tried other tools, but I like this one more, because it's very easy to use. The tools inside of the app, will help you to get in contact with your customers or your colleagues from another building. **What problems is 8x8 Contact Center solving and how is that benefiting you?** This is the only tool I can think of, that can help us getting in contact with all of our customers. It helps us to be in contact with the customer, via text or phone call, and we can do all of that in the same app. I am also able to solve issues without moving fro my desk, since I am able to message a colleague through the app or I can set a meeting with my team with just one click,. ### 40. One of the simplest but most robust VOIP software I've used. **Rating:** 5.0/5.0 stars **Reviewed by:** Derek M. | VP of Client Services & Project/Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2020 **What do you like best about 8x8 Contact Center?** The auto-attendant is my favorite part. In the startup world, you may not have a ton of users and might not need to set up a full-on IVR, which can be a pain. The auto-attendant gives you similar functionality but with a maybe 5 minute setup time! **What do you dislike about 8x8 Contact Center?** At this time I don't have anything that I really dislike. I have worked with a few of the top VOIP software providers and 8x8 is by far the easiest with the best interface. **Recommendations to others considering 8x8 Contact Center:** You won't be disappointed. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Being a startup company we are always on the move. So the ability to utilize the 8x8 app while still maintaining compliance and so we can record those calls is huge. **Official Response from Joemar Jardiel:** > Wow Thank you for giving us a 5-star review Derek! We are happy you are making use of our Auto attendant feature to its fullest. I am sure you'll love every bit of our simple and easy to use 8x8 Virtual office application as well. Have a nice day ahead! ### 41. A continuous cloud phone experience **Rating:** 5.0/5.0 stars **Reviewed by:** Lance H. | IT Helpdesk(Network Team), Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2020 **What do you like best about 8x8 Contact Center?** i love the versatility of 8x8 as a service, it allows for so many options to communicate with phone, text, and now even screen sharing and video conference. **What do you dislike about 8x8 Contact Center?** only thing to dislike is that when 8x8 is down then your companys phones are down, theyre very good however at getting the service back up and running. this problem is one any cloud service can have. **Recommendations to others considering 8x8 Contact Center:** i think that 8x8 contact center is an amazing service to be implemented in a business. here at our company we are a call center and of course the job revolves around being on the phone with different managed queues that customers may call into. All of this within the contact center has been easy to understand and implement in a business setting. we have multiple routes for customers to call into our business with just one simple phone number and 8x8 has done a good job of making this simple. not only has it made logistics simple but even recording metrics within has is simple! often times we need to look at create reports for managers to look at so they can manage employees better and this has been a tremendous help to us. **What problems is 8x8 Contact Center solving and how is that benefiting you?** a lot of internal problems with communication and ease of use have been solved using the contact center. Benefits we've realized is how simple it is for an IT department to get a new user up and running its a quick process that we appreciate. ### 42. SJ 8x8 Review **Rating:** 4.0/5.0 stars **Reviewed by:** Stephanie J. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2020 **What do you like best about 8x8 Contact Center?** Provides lots of information and reports, clear snapshots of what took place during a call, easy to understand call flow charts, queue management and agent management are very user-friendly, the join call and "start agent whisper" features are very cool and helpful when monitoring and training new staff members. I can be at my desk working and listening to a new employee on a call and help them give out correct information if they are stuck on a question. Or, be able to immediately jump on a call that is escalated and take care of the situation in the moment. **What do you dislike about 8x8 Contact Center?** Playback doesn't work without downloading, reports can be repetitive, filters can be more direct and have better options of what we're trying to look for VS having to go through 5 different reports to figure it out. There isn't a report to show time on status. For example, "work offline" and "break" have so many different classifications but there isn't a report to show which of those specific statuses an agent has been on and for the amount of time. For "work offline", there is an option for "follow up" but there isn't a report to show how long an agent has been in the "follow up" status. It would only show the general categories and how long an agent has been in each status category. I also don't like that the call calls coming from the VO are not recorded. Only calls that come through the VCC are recorded. **Recommendations to others considering 8x8 Contact Center:** Research well and don't confuse yourself. Sometimes it really is that simple. LOL. Take your time to get used to it. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Playbacks help a lot to determine what happened with a specific call and makes it easier for us to determine how to make a decision on an account. The ability to playback the calls really makes sure the entire situation on both ends are transparent. Another problem that we have solved by using this program is the ability to not tie up lines on the phones. All of the call and transfers are cloud based so after a call has been transferred, the agent can end the post processing and receive another call while the transferred call remains in the queue that it was transferred to. ### 43. Support center team lead utilizes 8x8 for contact and reporting **Rating:** 4.5/5.0 stars **Reviewed by:** William G. | Special Projects, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about 8x8 Contact Center?** Easily swap extensions to work from various locations without the need for a ticket. View queue status directly in the app. Pre-formatted reports are detailed and loaded with great information. Easily access recorded calls to use for coaching, team calibrations, and general quality analysis. Multi-platform support has made it far easier to incorporate additional customer queues, as well, and opened new avenues for our support team to deliver fresh support products for our clients. **What do you dislike about 8x8 Contact Center?** Cannot rearrange or prioritize queues status info to maximize effectiveness. No customizable reports to better track internal metrics and OKRs. I run our call center stats and currently manually edit the larger reports that contain the information I need to be able to compile usable stats for our teams. It would be useful to be able to create my own reports with customizable fields. As of the moment, the only way to do this is on a high-level view through the Business Analytics tool inside of 8x8 Lightning. **Recommendations to others considering 8x8 Contact Center:** Make the queues rearrangeable in the 8x8 lightning view. Also, customizable reports that can integrate into Salesforce to more easily track metrics. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Contact Center has allowed us to better supply reporting details for weekly, monthly, quarterly, and yearly reviews. Being able to track every aspect of a transaction has allowed us to focus trainings and coachings more effectively. Being able to build our own custom forms for quality analysis and call scoring has been extraordinarily useful. We use them as a way to inform reps, new and old, of quality expectations and how those expectations can be met. ### 44. Staying connected virtually anywhere **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremy S. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 11, 2020 **What do you like best about 8x8 Contact Center?** It sounds silly, but what I like best is that it reliably works. It does what we ask it to do... everytime. Even more so now as more and more of us are working from home, we are able to seamlessly communicate with our clients. **What do you dislike about 8x8 Contact Center?** Low level customer support is a bit neglectful. But your rep will always be quick to assist and responsive. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We handle a very large quantity of calls. Both inbound and outbound for 3 distinct clinetelle. Contact Center allows us to handle that flow with the utmost professionalism. Reporting is extremely useful so we can better train and staff. **Official Response from Joemar Jardiel:** > Thank you so much for writing us 5-star review Jeremy! We really appreciate you taking time in reviewing our service. Glad to hear that you are getting all the service you needed for your contact center. Have a great day ahead! ### 45. I enjoy the ease of use and the functionality of it. **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew M. | Strength And Conditioning Coach, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about 8x8 Contact Center?** I like the ability to change the contact type to either your desk phone, and extension or your personal cell phone if you were to need to work from home. The upside is how quick a customers issue can be resolved from start to finish by autopopulating in salesforce. It a very seamless process. **What do you dislike about 8x8 Contact Center?** As of right now I can't think of anything least helpful. My experience is small, but I am happy with it so far. If anything I would say the way it pops on the screen. It tends to get in the way. I honestly can't say anything that I dislike. **Recommendations to others considering 8x8 Contact Center:** I would say definitely try it out and see if it is the right fit for your industry. If your company deals with customer service/experience calls then I would say that Contact Center is most definitely the best I've had the experience working with. **What problems is 8x8 Contact Center solving and how is that benefiting you?** it has impacted my work by increasing productivity. The benefit is that it is linked to Salesforce and allows us to quick view information based on the customers information. ### 46. Great Product **Rating:** 4.5/5.0 stars **Reviewed by:** Mitchell B. | Command Center Repersentative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about 8x8 Contact Center?** I appreciate Contact Center auto-populating information for incoming calls to be aware of who is calling from what Institution. I also enjoy the ease of routing calls to devices or phone extensions. The queue management system works pretty well being able to see who is online and available to take calls. Being able to work offline or specify why you are going offline is also a bonus. **What do you dislike about 8x8 Contact Center?** I dislike that at times I will logout of Salesforce and still be logged into Command Center. Sometimes I am unable to load Command Center and have to clear my cookies and cache. Other than those few issues I would say the Contact Center functions well. **Recommendations to others considering 8x8 Contact Center:** Buy it! It will make calling inbound and outbound much easier. If you have a company that utilizes a call queue then this product is the product for you. Contact Center is also extremely reliable with call persistence and I have not had a single call drop while using their product. The volume and clarity of calls is on point as well. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The benefits of Command Center are having a call system that is versatile and easy to use being able whether it be using in outbound or receiving calls inbound. Definitely a nice integration for our salesforce platform. It allows myself to be more productive with my communication. Auto-dialing is also a very useful feature and eliminates the potential of human error my making a mistake when entering a number. ### 47. Pleasant **Rating:** 4.0/5.0 stars **Reviewed by:** Amy E. | Customer Support Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about 8x8 Contact Center?** It is easy to use and understand, nice that is shows everyone in the queue in realtime. The pop up is also easy to navigate and access making everyday workplace functions easy. It is also nice that calls can be listened to for training/review purposes - you can grade the calls and review, as well as send the results to the representative so they can better understand what they need to approve. The call recording and review is also nice in case a representative receives a bad call score from the customer we can go in and listen as well as call back the customer. **What do you dislike about 8x8 Contact Center?** It lags between taking a call and showing in the queue, it also throws an error everytime there is an outbound call. The pop ups with calls sometimes pulls up the wrong users even when the numbers are different making us take extra steps to locate the right person that is calling in our system. However the issues we are having do not interfere with anything they are just irritating. **Recommendations to others considering 8x8 Contact Center:** Make sure it has all the features needed to run a successful call center. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We are solving the issue of having to go through another system that makes it difficult for the users calling in. A benefit is the call review and grading system - it is nice that it is all in one and you can easily share with the employee. ### 48. Simple and efficient **Rating:** 4.0/5.0 stars **Reviewed by:** Alex E. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about 8x8 Contact Center?** The Contact Center allows a seamless experience from our phones to the computer, giving us detailed information on the caller before even answering the phone. Being able to simply glance at the side of the screen and know who I'm speaking with and what about is a huge advantage. **What do you dislike about 8x8 Contact Center?** I occasionally have issues with connectivity, where I am randomly logged out or told that my connection is interrupted. Also, using 8x8 in conjunction with Salesforce, sometimes there are integration issues. Other than that, I have had a rather fantastic experience with 8x8. **Recommendations to others considering 8x8 Contact Center:** Make sure to take the time to get used to all the different menus and user interface of the product. At first it looks like quite a bit, but it is very straight forward. If you have any questions, the customer support team at 8x8 does a wonderful job of ensuring that you understand their product and can use it to the best of both your and your teams advantage. If you want your employees to have a simple, efficient, and effective calling experience, 8x8 is the way to go. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We are able to solve our customers realtime issues by having a simple and efficient method of which they can get a hold of us any time they need. Being able to set my status to away allows calls to be routed to my peers instead of having a customer go to voicemail when I am away. ### 49. I have always had a good experience with 8x8. no complaints here!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer D. | Senior Customer Service Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about 8x8 Contact Center?** I like the simplicity the best. It is very user friendly. It has been simple to use when trying to work quickly with customers. It also shows me who on my team is on or away. This is good if I need to know who is available. I have only had a couple issues with this not working in the few months that I have used this tool. Overall it has been very helpful in doing my job. I have never used this system before so I had to get used to it. But again it didn't take long to get used to and once I did get used to it it has been helpful. The process was seemless. I am happy with my day to day use of this product. There are many benefits on Contact Center. It is very user friendly and shows alot of information. The ease of this product will help anyone in a role that could use this. I have had to transfer or merge conversations plenty of times and every-time was easy and painless. I like how it shows other users. This helps someone who relies heavily in a team environment. The over all design of this product helps us everyday assist our customers which makes them happy and our business does better. **What do you dislike about 8x8 Contact Center?** I did dislike the set up at first, but once I got used to it, it has been very helpful. There has been a few times with issues but other than that I have not disliked the service. **Recommendations to others considering 8x8 Contact Center:** I would recommend this service to anyone who is needing it. It has been very helpful in my day to day functions in my current role. **What problems is 8x8 Contact Center solving and how is that benefiting you?** customers issues, the benefits have been helping customers easier and faster. There has been numerous benefits from using 8x8. We are solving the problems for financial institutions using our services. This systems helps us assist our customers in many ways. It easily allows us to transfer the customer if needed and it also allows us to reach out to other departments/companies to help assist. ### 50. 8x8 Phone System **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel A. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2020 **What do you like best about 8x8 Contact Center?** A feature that I like about the Contac center is the option to be able to monitor calls and the ability to run internal reports through the system. **What do you dislike about 8x8 Contact Center?** I don't like the fact that we must login to two separate systems the Virtual Contact Center and the Virtual Office, that is something that sometimes employees forget to log in to the Virtual office and calls don't come thru properly. **Recommendations to others considering 8x8 Contact Center:** Make to ask questions contact center is able to do more that what a consumer might think it does. Study the software and take full advantage of it. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Abandonment rate of calls is something that we are currently working our through the VCC and being able to see what status employees are utilizing and making sure we have all hands on deck at all times. ## 8x8 Contact Center Discussions - [How do I listen to calls from the virtual office?](https://www.g2.com/discussions/23979-how-do-i-listen-to-calls-from-the-virtual-office) - 1 comment, 2 upvotes - [How can I get someone to help me with creating custom reports for VCC?](https://www.g2.com/discussions/how-can-i-get-someone-to-help-me-with-creating-custom-reports-for-vcc) - 1 comment, 2 upvotes - [What makes 8x8 Contact Center different than the other providers?](https://www.g2.com/discussions/what-makes-8x8-contact-center-different-than-the-other-providers) - 1 comment, 2 upvotes - [How has your overall experience been with this product?](https://www.g2.com/discussions/how-has-your-overall-experience-been-with-this-product) - 1 comment, 1 upvote - [How can the 8x8 Contact Center include usage minutes with every license?](https://www.g2.com/discussions/how-can-the-8x8-contact-center-include-usage-minutes-with-every-license) - 1 comment, 1 upvote - [View 8x8 Contact Center pricing details and edition comparison](https://www.g2.com/products/8x8-contact-center/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+11%3A39%3A43+-0500&secure%5Bsession_id%5D=8fae1108-4f80-41dc-bfd0-e3d0154490bc&secure%5Btoken%5D=7da400df916c088ef8d1c32e7908c3b789b1f980126c4fc61c17a908c74a902e&format=llm_user) ## 8x8 Contact Center Integrations - [1CRM](https://www.g2.com/products/1crm/reviews) - [ADFS Server Windows 2019](https://www.g2.com/products/adfs-server-windows-2019/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Bria](https://www.g2.com/products/bria/reviews) - [Bullhorn](https://www.g2.com/products/bullhorn/reviews) - [Calabrio WFM Connector](https://www.g2.com/products/calabrio-wfm-connector/reviews) - [Cognigy.AI](https://www.g2.com/products/cognigy-ai/reviews) - [Copper](https://www.g2.com/products/copper/reviews) - [Creovai](https://www.g2.com/products/creovai/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Meltwater](https://www.g2.com/products/meltwater/reviews) - [Microsoft Azure](https://www.g2.com/products/microsoft-microsoft-azure/reviews) - [Microsoft Dynamics 365 Connector](https://www.g2.com/products/microsoft-dynamics-365-connector/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [MNET LLC](https://www.g2.com/products/mnet-llc/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Oracle Sales Cloud](https://www.g2.com/products/oracle-sales-cloud/reviews) - [PCIPal](https://www.g2.com/products/pcipal/reviews) - [Pipedrive](https://www.g2.com/products/pipedrive/reviews) - [Redtail Technology](https://www.g2.com/products/redtail-technology/reviews) - [Regal](https://www.g2.com/products/regal/reviews) - [ServiceMax](https://www.g2.com/products/ptc-servicemax/reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - [Smarsh Call Recording and Analytics](https://www.g2.com/products/smarsh-call-recording-and-analytics/reviews) - [Spinsci](https://www.g2.com/products/spinsci/reviews) - [SugarCRM](https://www.g2.com/products/sugarcrm-sugarcrm/reviews) - [Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews) - [Zendesk Sunshine](https://www.g2.com/products/zendesk-sunshine/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) ## 8x8 Contact Center Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information - Augmented Analytics - Proactive Chat **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Customer Surveys - Lead Qualification - Transcripts/Chat History - Language Detection - Pre-Configured Bot - Lead Capture - Code-free Development - Natural Language Processing - Multi-Language - For Sales/Marketing - Contextual Guidance - Automated Responses - Customer Support - Chatbot - Intent Recognition - Sentiment Analysis - Customer Experience Management - Query Suggestions - Transfers/Routing - AI Copilot - Canned Responses - AI/Machine Learning - Multi-Channel Communication - Automated Routing - Workflow Automation **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration - Third-Party Integrations - Computer Telephony Integration **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top 8x8 Contact Center Alternatives - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 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