8x8 Contact Center Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Integrates with other customer service software to improve support and enhance functionality

Provides analytics tools that reveal important business metrics and track progress

Displays important metrics relating to performance

Provide tools for live chat on one's website.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Has the ability to customize look and feel of chatbot to match` company branding.

Gives user the ability to analyze conversations with the chatbot and see its performance.

Allows users to test the efficacy of various responses through A/B testing.

Allows for varying access to chatbot and admin settings, depending on user, their role, etc.

Can collect and store information from interlocators, such as email, phone number, etc.

Allows inflow of requests through various digital channels such as email, social media, etc. 10 reviewers of 8x8 Contact Center have provided feedback on this feature.

Based on 15 8x8 Contact Center reviews. Allows users to access the software using mobile devices.

As reported in 14 8x8 Contact Center reviews. Provides queue management in case of increase in case/call inflow.

As reported in 16 8x8 Contact Center reviews. Allows distribution of incoming calls to agents.

Based on 15 8x8 Contact Center reviews. Allows users to request a call back.

Based on 16 8x8 Contact Center reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents. 13 reviewers of 8x8 Contact Center have provided feedback on this feature.

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis.

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them.

Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

Software incorporates multiple digital communications channels.

Allows incorporation of inbound contacts from non-marketing channels.

Based on 100 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 65 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.

Based on 67 8x8 Contact Center reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.

Based on 60 8x8 Contact Center reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.

Based on 62 8x8 Contact Center reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Presents information about the individual being called before the call begins.

Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves.

Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Decides response type by determining if voice is a human response or an answering machine.

Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

The platform is able to automatically determine how to resolve help tickets without assistance by human agents

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence

When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.

Operationalizes data delivery workflows to easily scale repeatable preparation needs

Provide workflows to create and escalate issues related to risks and requests

Integrates with live chat, chatbots, help desk, or other customer service software

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Based on 25 8x8 Contact Center reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks

Based on 27 8x8 Contact Center reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.

Based on 28 8x8 Contact Center reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.

Based on 18 8x8 Contact Center reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.

Based on 21 8x8 Contact Center reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages

Provides the ability to automate notifications based on user behavior

Ability to segment audiences based on device type, location, demographics, customer behavior, etc.

Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software)

Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

Ensures user access management, data lineage, and data encryption

Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.

Perform ad-hoc or ongoing IT audits at different levels of the company.

Identify risk data attributes such as description, category, owner, or hierarchy.

Protects data with some form of encryption as it leaves your secure or local network.

Allows administrators to set user access privileges to permit approved parties to access sensitive data.

Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Allows planning and deployment of an overall communications strategy.

Includes or integrates with content creation apps.

Outbound communications are segmented and personalized.

Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection

Based on 96 8x8 Contact Center reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Based on 95 8x8 Contact Center reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 89 8x8 Contact Center reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Based on 73 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use. This feature was mentioned in 69 8x8 Contact Center reviews.

Based on 85 8x8 Contact Center reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

Populates CSR's screen with available customer data. 84 reviewers of 8x8 Contact Center have provided feedback on this feature.

Based on 77 8x8 Contact Center reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Based on 83 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Based on 92 8x8 Contact Center reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Based on 97 8x8 Contact Center reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Based on 81 8x8 Contact Center reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Based on 71 8x8 Contact Center reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Allows supervisors/managers to record and review telephone conversations of agents. 14 reviewers of 8x8 Contact Center have provided feedback on this feature.

As reported in 15 8x8 Contact Center reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Enables the creation of an internal repository of knowledge articles

Provides workflows for writing, editing, approving, and publishing knowledge article content

Helps users understand which knowledge articles are working and identifies areas of improvement

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query

Analyzes customer support tickets or conversations to suggest relevant knowledge articles

Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Is able to process inquiries submitted by text data from live chat, email, or SMS

Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

Customize your chat workflows with rules and automations.

Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises.

Can provide interlocators with menus, through which they can choose a relevant response.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.

Based on 25 8x8 Contact Center reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.

Based on 23 8x8 Contact Center reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Based on 17 8x8 Contact Center reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts. 18 reviewers of 8x8 Contact Center have provided feedback on this feature.

Allows users to access the software using mobile devices. 21 reviewers of 8x8 Contact Center have provided feedback on this feature.

Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 15 8x8 Contact Center reviews.

Allows managers/supervisors to evaluate the performance of agents. This feature was mentioned in 13 8x8 Contact Center reviews.

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Ability to send reminders via SMS messaging to a mobile device

Ability to send proactive notifications via email

Ability to send reminders via voice messaging

Ability to support a two way messaging/conversation between customer and customer support agent

The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses

Multilingual capabilities allow the AI to process inquiries from many languages

The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Based on 34 8x8 Contact Center reviews. Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.