8x8 Contact Center Review - why 3.9 stars?

Shlomi LaviShlomi Lavi / updated: Jul 14, 2020

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What is 8x8 Contact Center?

Main category: Call Center

8x8 Virtual Contact Center is a cloud-based call center solution that delivers greater productivity and flexible call center management. It works with 8x8 Virtual Office VoIP phone service to give users an easy-to-use yet extremely powerful contact center.

8x8 Virtual Contact Center was developed by 8x8 Inc. This company was founded in 1987 by Dr. Chi-Shin Wang and Dr. Y.W. Sing.

8x8 Contact Center rating -

The rating of 8x8 Contact Center is 3.9 stars out of 5 and the total score is 93 out of 100. The rating and score are based on ITQlick expert review. We publish unbiased reviews, learn more in our score and rating methodology page

Typical Customers

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.

Features

Users can customize and use this software’s 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 Center’shands-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.

8x8 Contact Center 5 Pros

  • 8x8 Virtual Contact Center requires no hardware, software, or technical team to run the call center.
  • This software solution has a proven track record for providing over 99.99% uptime.
  • It offers advanced capabilities like skills-based routing, multimedia queuing, and real-time monitoring and reporting.
  • 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.

8x8 Contact Center 2 Cons

  • 8x8 Virtual Contact Center supports few languages. It supports only English, French and Japanese.
  • This software doesn’t have an API available, causing a huge challenge when there is need for integration of other apps.

Competitors & Alternatives

Some of the competitors for 8x8 Virtual Contact Center include Safesoft Solutions and Five9 Cloud Contact Center.

Safesoft Solutions handles incoming, outgoing as well as blended call center requirements. Its features include skill based routing to connect the right agent with a call, and self service support with interactive voice response. There is also preview dialing for linking customer information with outgoing calls, as well as predictive dialing to optimize the time agents spend actually speaking with customers.

8x8 Virtual Contact Center provides additional features which include virtual queuing which allows callers to leave messages for callback if lines are busy, as well as a knowledgebase for product & solution information. Additionally the contact center can support email & chat in addition to voice, and provides its own CRM solution as well as ready integration to most of the leading third party CRM vendors as well.

Five9 Cloud Contact Center on the other hand includes social media integration for customer engagement. There are also visual reporting tools such as dashboards for performance monitoring and interactive wallboards for the contact center to see call status & assignments. Another option is the MPLS Agent Connect feature which links agents through a dedicated network to the main contact center when internet connectivity is not available.

While 8x8 Virtual Contact Center does not support these features completely, it does offer a call center continuity option for disaster recovery in case of a total failure. Additionally it has a workforce optimization solution to improve resource allocation using forecasting based on historical call patterns.. The full list of competitors can be found here.

8x8 Contact Center Pricing Information

The cost of license starting from $0.04 per minute. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2.2 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for 8x8 Contact Center

Questions to ask the vendor during a demo

Schedule a demo with 8x8 Contact Center and access 25 must ask questions for the vendor while watching 8x8 Contact Center in action.

8x8 Contact Center Categories

Automatic Call Distribution (ACD)
Call Monitoring
Call Recording
Conference Calling
CRM
Call Center
Call Center Workforce Management
Complaint Management
Customer Loyalty
Customer Service
Customer Success
Help Desk

8x8 Contact Center specifications

ITQlick Score: 93/100
ITQlick Rating: (3.9/5)
Company: 8x8, INC
Address: San Jose, CA
Pricing: Starting from $0.04 per minute
Typical customers: Small business, Medium business
Platforms: Desktop, Mobile, Cloud
Operating Systems: Mac OS, Windows, Linux

8x8 Contact Center Features

ACD (Automatic Call Distribution)
ANI (Automatic Number Identification)
Call Conferencing
Call Queue Management
Call Recording
CRM with Call Center
CTI (Computer Telephony Integration)
DTMF (Dial Tone Multi-Frequency)
IVR (Interactive Voice Response)
Real Time Reporting
Virtual Call Center Support
Call Recording
Virtual Call Center Support
VoIP

8x8 Contact Center Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
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8x8
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
93/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2.2/10
License pricing license pricing (if provided by the software vendor)
$0.04 per minute
Functionality score
43
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Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
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$19.95 per user/month
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20
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ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
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Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
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ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
5.6/10
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Pricing not available
Functionality score
9
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zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
90/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$5 per month
Functionality score
25
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zendesk review
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zendesk Vs 8x8
Author
Shlomi Lavi - admin

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.