8x8 Contact Center Review - why 3.9 stars?

Shlomi Lavi / updated: Mar 09, 2022

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What is 8x8 Contact Center?

8×8 Contact Center is a cloud-based communication software solution that helps businesses connect with their customers on a variety of communication channels. The software is fitted with the basic features typical to communication software, and some of its features are discussed below:

• Customer Engagement: 8×8 Contact Center features a native CRM, CRM integrations, and payment processing functionalities that help businesses give their customers an excellent customer experience from a single interface.
• Omni Channel Routing: Businesses that use 8×8 Contact Center can keep up with customer expectations, connect with customers on their choice channels, match customer requests to capable agents for swift resolutions, and leverage AI-powered self-service.
• Workforce Engagement Management: Businesses that use 8×8 Contact Center can equip agents for excellent customer service deliveries, schedule and staff all communication channels appropriately, receive direct feedback on agent conduct/performance from customers, and record calls and videos.
• Contact Center Analytics: Businesses can gain real-time visibility, insights into performance, and make data-driven decisions to optimize their customer experience delivery, receive alerts on trends, employee activities, and customer behavior that impacts the overall customer experience with 8×8 Contact Center.

8×8 Contact Center is a software solution offered by 8×8 Inc. which was founded in 1987. The company is headquartered in Campbell, California, and has over 2000 employees.

Who is it best for?

8x8 Virtual Contact Center is best for large enterprises, mid size businesses, and small businesses. As a cross industries application, 8x8 Virtual Contact Center can be used in all enterprises. In July 2013, the developer reported a customer base of more than 33,000 businesses. Some of its users are Irving Materials Inc., TMW Systems Transportation, CST Industries and Remax Tri-County.

Main features and functionalities

Users can customize and use this software multi-media queue to quickly route customers to the most appropriately skilled agents. This effectively reduces the number of times customers are transferred. They can also customize reporting functions as well as call monitoring and SLA management to allow them to set and consistently meet their service levels.

8x8 Virtual Contact Centers hands-on training program gets contact center up and running quickly. In fact users can start taking calls in as little as six hours. And the changes are simple and easy so users can spend time on customer service, not on call center configuration. 8x8 Virtual Contact Center allows users to use a distributed workforce. They can employ at-home agents and use multiple locations. 8x8 Virtual Contact Center also provides higher security levels than most traditional on-premise solutions. This it achieves through the use of professional data center facilities, encryption protocols, and world-class security procedures.

What is the actual cost?

8×8 Contact Center pricing is based on three subscription plans namely: X6, X7, and X8.

The X6 plan pricing starts at $95 per user/month, billed annually. The plan comes with features like skill-based routing, CX journey mapping, etc. The X7 plan is next, priced at $105 per user per month, billed annually, and the plan offers all features on the X6 plan, plus social media and co-browsing. The X8 plan pricing starts at $133 per month per user and offers all features on X6 and X7, and additional features like speech analytics, and quality management.

ITQlick pricing score is 2.2 out of 10 (10 is most expensive). Access ITQlick pricing guide for 8x8 Contact Center. You can also find here pricing information from 8x8 Contact Center's website.

Pros

• 8×8 Contact Center has a call forwarding feature that helps customers receive calls on the go
• Compared to other call center solutions, the software is relatively low-cost
• 8×8 Contact Center is cloud-based and eliminates the need for installation
• With 8x8 Virtual Contact Center, one can unite local and remote agents under one virtual call center.
• One can also configure their call center or make changes without any assistance from an IT expert.

Cons

• 8×8 Contact Center support is sometimes unable to resolve issues that arise from using the software
• The platform can be difficult to navigate sometimes
• It is only focused on contact centre and doesn’t provide much in general business management.
• 8x8 Virtual Contact Center interface requires some time to learn so as to fully benefit from it.
• This software is strictly a cloud-based application, which is impossible to use offline.

How it stacks up?

Access a head to head analysis of 8x8 Contact Center vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is 8x8 Contact Center right for you or your business?

8×8 Contact Center is a call center and communication software solution for businesses across several industries, from healthcare to manufacturing, etc. Shaw Trust, The Princess Alexandra Hospital, and aCommerce are notable brands that use 8×8 Contact Center.