204 8x8 Contact Center Reviews
Overall Review Sentiment for 8x8 Contact Center
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8x8 is super easy to use and navigate. I can easily see incoming calls and can communicate with my team effectively throughout the day. Review collected by and hosted on G2.com.
Nothing at this time. The platform does all we need as a team to be successful for us and our clients. Review collected by and hosted on G2.com.
Old Agent Console Experience and reporting. The old view allowed visibility for our customer service team. It allowed us to easily see how many customers were waiting, how many were being taken care of, inbound v/s outbound, etc. We could easily see all the information we needed for our team of 20 at virtually a glance. PLEASE PLEASE PLEASE do not get rid of this old version
Reporting systems (for me) are easy to use and give me great reports to work from each week Review collected by and hosted on G2.com.
scale answers below are all based on New Agent Workspace Experience. Whoever came up with the new setup never asked a customer service department for input. With a team of 20, we have virtually no visibility of what's going on. My team needs to be able to see all the other team members without having to filter through the company's other 100 employees who are NOT on the customer servpice team and not answering calls. We need to easily and quickly be able to determine who is on inbound v/s outbound, who is available, who is on break or offline and for how long. We need to easily see how many customers are waiting. We need to be able to do all that without having to open 3 different windows, go back and forth 5 times, or take up half of our screens. For customer service, we are already having to work between multiple screens/programs/websites at the same time and this new workspace is extremely hindering. So much so, that almost all of my reps have to opt out every morning and switch it over to Agent Console before we being our day. Personally, my team hates this version. It's not user friendly, and it's definitely not customer service department friendly. Review collected by and hosted on G2.com.
The difference between our old system and 8 x 8 proved to be a win for our company. The phones do NOT go down as they did with our last provider. Review collected by and hosted on G2.com.
The setup was painful and took a lot of time. Also, searching for recorded calls is very confusing and frustrating. Review collected by and hosted on G2.com.
They have quick response times and provide great service. Review collected by and hosted on G2.com.
So far service has been great so nothing to report as far as dislikes. Review collected by and hosted on G2.com.
allow workers to have an international phone line with all the fetures for your coworkers Review collected by and hosted on G2.com.
get slow when you integrate with other programs Review collected by and hosted on G2.com.
Access to all users logged in and can transfer to other agents. Review collected by and hosted on G2.com.
Cannot transfer from VCC to 8x8 WORK or make calls on WORK when they come thru VCC. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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 Review collected by and hosted on G2.com.
The ability to receive calls and fax correspondence through the same contact center Review collected by and hosted on G2.com.
Calls drop and help is not always available. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
CRM integration with customized features like agent screen popup. SMS API functionality, Third-party integration, Inhouse CRM integration, Omni channel features. Review collected by and hosted on G2.com.
