8x8 Contact Center Reviews & Product Details

I appreciate how 8x8 Contact Center aggregates voice, chat, SMS, social and email communication methods into one manageable system. I find the granular metrics really helpful for efficiently managing resources, which allows for refinements that help with ROI. The product is pretty reliable and has done a good job of building out a strong global telephony network. This strong telephony infrastructure is key for a contact center that can be distributed all over the globe, supporting operation in more than 150 countries. Review collected by and hosted on G2.com.

My number one complaint is the inability to assign internal extension numbers to scripts. For instance, if you want to have one script hand off to another script, it requires a full PSTN phone number. In one case where I did a large CC deployment with hundreds of scripts, we had to have the client purchase hundreds of extra phone numbers. I've shared this issue with EGHT many times over the years. Another thing that's annoying is that CC Agent extensions operate very differently from UC extensions. Some examples are: voicemail for CC extensions works completely different. Also, when agents call from their CC extension to a UC user, the UC user can't see who's calling them. Review collected by and hosted on G2.com.

I like the added browser integration. They have fixed the issues with browser integration where previously when an attempt to sign in from browser would crash the browser. You would then have to download a native client in order to join a meeting. Now just click join from browser and use a code if provided and voila’! Review collected by and hosted on G2.com.

Expanding the notification sound identification system helps distinguish between general inbound notifications. Review collected by and hosted on G2.com.

I like that 8x8 Contact Center works as an OMNI-channel platform, allowing communication with a wide age demographic through various methods, which is a huge plus. I find the Transaction Codes invaluable for gaining insights into callers and helping route them to suitable agents. The Supervisor Workspace provides an excellent overview of how busy we are in different areas, making resource allocation incredibly easy with just a click. It's amazing to have everything in one window. The ability to assign Skills to agents is brilliant as it significantly reduces wait times for our customers. It's great that even less skilled agents can assist thanks to the Frequently Asked Questions feature, reducing the time callers are left on hold. Setting up 8x8 was very easy, and adding licenses and deploying new agents is seamless, making it a great system. It's user-friendly and, since agents use a Web URL, there's no software to maintain. Review collected by and hosted on G2.com.

Sometimes we find Agents could be part of Multiple Agent groups. We see the logic behind only being a member of one Agent Group, but this sometimes restricts us when giving Supervisors access to certain Agents. More granularity on Supervisors and which Agents they can monitor. It would also be useful if callers could be transferred directly into a queue and keep their place in the Queue if a certain team were not able to handle the customers request. Review collected by and hosted on G2.com.

I like the easy-to-use interface of 8x8 Contact Center and the frequent updates it provides. What really stands out is the allocation of a dedicated account manager who is always available and proactive, especially when we had text being blocked due to a DoD issue. 8x8 was on top of things to resolve it as fast as possible. Most other apps have a heavy interface with hidden functions and reaching their customer support is a challenge. In contrast, 8x8 reached out to us about the issue and did their best to resolve it. Additionally, the initial setup was easy peasy. Review collected by and hosted on G2.com.

I would love if they could improve the mobile admin access page because I guess it was generic and had limited functionality. Bringing a full user management experience on mobile would be great. Review collected by and hosted on G2.com.

I like the ability to manage calls, queues, chats, emails, and other channels all in one place. Once it’s set up, the platform is easy to learn and navigate. I also appreciate the support team’s professionalism and responsiveness when issues come up. Transferring calls across queues works cleanly and intuitively, which creates less friction in day-to-day use. Review collected by and hosted on G2.com.

At the Tier-1 level, tickets can take a long time to resolve. The admin panel and configuration tools aren’t very intuitive, so they require extra training and time to manage effectively. I’ve also seen reports of intermittent glitches, unexplained outages, and issues that show up after software updates. On top of that, there are “maximum concurrent logins reached” errors, along with licensing confusion and related error codes. Review collected by and hosted on G2.com.

I really appreciate the software’s ability to automatically evaluate performance, and the interface is very intuitive. The tools are clearly organized, and the knowledge base feels comprehensive and easy to navigate. Overall, it’s incredibly easy to use, and I especially like how robust and reliable the system is. Review collected by and hosted on G2.com.

The system can be slow at times, and I’d really like the option to update schedules in bulk. I also wish we had access to more reports, since the documentation isn’t always complete or easy to follow. Review collected by and hosted on G2.com.

We’ve been collaborating with 8x8 for over two years, and our experience has been consistently excellent. Over the past year, we’ve deepened this collaboration with several key initiatives, including script optimization, international expansion, and integration projects.

Key highlights of our partnership include:

- A full review and upgrade of our existing IVR scripts,

- Expansion of our voice services into the APAC region, with new numbers managed directly by 8x8,

- A successful integration project in June 2025 to streamline data flows between Salesforce and 8x8.

What really stands out in working with 8x8 is not only their responsive and efficient support team, but also the user-friendliness of their tools and interfaces:

- Excellent customer support: the teams are responsive, available, and proactive.

- Ease of use: listening to voice messages, tracking operational activity, and using the analytics platform are all intuitive and efficient.

- Reliable follow-up: projects are well-managed and aligned with our objectives.

We also appreciate their strong project follow-up and their ability to understand and adapt to our needs. As we move into the next phase of continuous improvement, we’re confident in 8x8’s ability to keep supporting our teams and contributing to our service excellence.

In short, 8x8 is a solid, proactive, and user-oriented partner that we fully trust. Review collected by and hosted on G2.com.

That said, some aspects could be improved:

- The configuration process is difficult to handle independently. Without support, it can be challenging to make changes or set up new flows (ex. reducing inbound queues without toubling the service for agents)

- There are occasionally subtleties in terminology or script behaviors that are not easy to grasp without expert guidance. Review collected by and hosted on G2.com.

I found it easy to create a detailed issue myself, set the priority status, and add CCs and emails to the ticket, which made me feel like the system cares about what a user needs before creating a ticket. I appreciated the not-outdated-looking GUI for submitting a ticket and being notified via email when my issue was resolved without having to revisit the portal. The email notifications are useful for including someone on a ticket who might not be a user within the 8x8 console, saving me from having to manually forward information, which I appreciated. The feature allowing me to resolve the case with a click of a button so the support team didn't have to, was also handy. By providing detailed information upfront, issues get resolved quicker without wasting time waiting for clarification. Review collected by and hosted on G2.com.

I didn't dislike anything specific to the Contact Center. Review collected by and hosted on G2.com.

I love that the team at 8x8 Contact Center is very knowledgeable and friendly, and they are always willing to help. They do not rush you, which makes the experience much better. I also appreciate that I can speak to someone over the phone and they assist via screenshare. They helped me set up my account, sync numbers to my user, and configure call forwarding and other settings. They also assisted with the setup of the 8x8 desktop app and provided a tutorial. Review collected by and hosted on G2.com.

There wasn't anything in regards to the contact center that Ibdidn't like. 8x8 service as a whole, I dint like that all fees were not disclosed up front. Review collected by and hosted on G2.com.

I appreciate the user-friendly agent workspace and intuitive analytics provided by 8x8 Contact Center. I like the hassle-free deployment of the contact center solution, which tailor fits the business requirements. I find the IVR scripting straightforward and easy to manage. The initial setup was smooth sailing, thanks to the POC team and the Professional Services Team, who were really helpful. Review collected by and hosted on G2.com.

I find user account creation or onboarding of users to be an area that could be improved. Review collected by and hosted on G2.com.