8x8 Contact Center Review

Shlomi Lavi / updated: Apr 23, 2020

What is 8x8 Contact 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.

Average Rating -

The rating of 8x8 Contact Center is 3.9 stars out of 5. The rating is based on ITQlick expert review.

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.

8x8 Contact Center Pricing Information

The cost of license starting from $0.04 per minute. The experts at ITQlick has reviewed 8x8 Contact Center pricing and gave the software a total cost of ownership (TCO) rating of 2.2 out of 10. Custom price cost for your business is available upon request.

Questions to ask the vendor during a demo

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

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8x8 Contact Center Categories

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Specifications

Company:	8x8, INC
Address:	San Jose, CA
Customers:	Small business, Medium business
Business Area:	Cross Business Areas
Platforms:	Desktop, Mobile, Cloud
Operating Systems:	Mac OS, Windows, Linux

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8x8 Contact Center Features