8x8 Contact Center Review - why 3.9 stars?

• 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 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.

• 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.

• Cost: 8×8 Contact Center pricing starts at $95 per user per month, billed annually. In comparison, Talkdesk pricing starts at $75 per user per month, while RingCentral Call Center, Five9, and Talkdesk do not publish their pricing details.
• Functionality: 8×8 Contact Center has features typical for call center software solutions like predictive dialer, IVR/voice recognition, etc. When compared to its competitors, 8×8 Contact Center does not have some features like real-time chat and call logging, which they all have. However, Talkdesk does not have the campaign management feature which 8×8 Contact Center has.
• Customers/Industries: 8×8 Contact Center serves customers in need of call center services across various industries like manufacturing, government agencies, education, retail, transportation, etc. In comparison, the top 8×8 Contact Center competitors have similar client targets, in even more industries like telecommunications, nonprofit organizations, etc.
• Support: 8×8 Contact Center offers support to its clients via the following channels: email, phone, chat, live representative, and forums. In comparison, Five9 and other top 8×8 Contact Center alternatives have a knowledge base support channel, which 8×8 Contact Center does not offer.
• Popularity: 8×8 is a publicly-traded software company, founded in 1987. In comparison, Talkdesk is publicly traded and has over 2,000 businesses using its platform, Five9 has over 2,000 customers, and NICE CXOne has been in operation for over 30 years, serving top brands like MoneyGram.
• Scalability: 8×8 Contact Center software is fit for companies of all sizes who want to provide voice-over IP services to their clients. RingCentral Call Center and other 8×8 Contact Center alternatives are also scalable for small and large-scale businesses.
• Cloud/On-premise: 8×8 Contact Center is an entirely cloud-based solution. In comparison, RingCentral Call Center is a cloud-based platform, while NICE CXOne, Five9, and Talkdesk are deployed on cloud and on-premise.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate 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). You can fine here the REAL total cost breakdown for 8x8 Contact Center. You can also find here pricing information from 8x8 Contact Center's website.