8x8 Contact Center Review - why 3.9 stars?

8x8 Contact Center Review
ITQlick Score: 93/100
ITQlick Rating: (3.9/5)
Pricing: 2.2/10 - low cost
Category: Call Center -> 8x8 Contact Center
Ranking:Ranked 2 out of 240 Call Center systems
Company: 8x8, INC
Pricing: starts at $15 per user/month
Typical customers: SMBs
Platforms: Desktop, Mobile, Cloud
Links: 8x8 Contact Center pricing, 8x8 Contact Center alternatives

Shlomi LaviShlomi 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.

What is 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 ratings are based on our unbiased experts. Learn more in our rating methodology page

Who uses 8x8 Contact Center?

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.

Is 8x8 Contact Center the best Call Center system?

8x8 Contact Center is ranked 2 out of 240 software in their category (Call Center systems).

What are their 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 are 8x8 Contact Center's pros? (5 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.

What are 8x8 Contact Center's cons? (5 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.

Who are their main alternatives?

In the communication and call center category, 8×8 Contact Center had the following brands as alternatives: NICE CXOne, Five9, RingCentral Call Center, and Talkdesk. 8×8 Contact Center is compared to its top alternatives in the following categories below:
  • 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 cost of 8x8 Contact Center?

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.

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.

What should you ask 8x8, INC during a demo session? (65 questions)

Schedule a demo with 8x8 Contact Center and access 65 must ask questions for the vendor while watching 8x8 Contact Center in action.

Where 8x8 Contact Center is used?

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.

List of 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

List of 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

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Score
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8x8
ITQlick rating
3.9/5
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93/100
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2.2/10
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$15 per user/month
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Nextiva
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20
TouchStar
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4.4/5
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91/100
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3.4/10
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6
CenterWare
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4.6/5
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91/100
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5.6/10
License pricing
Pricing not available
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9
zendesk
ITQlick rating
4.3/5
Score
90/100
Pricing
2/10
License pricing
$49 per user/month
Functionality
25
Author

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.