8x8 Contact Center Reviews & Product Details

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.

The most helpful aspect has been the ease of use across our small insurance team. Whether on PC or Mac, the platform works seamlessly, and the ease of implementation made the transition simple from the start. It has all the features we need without being overwhelming, which allows our five person team to stay connected and serve clients effectively. For us, the biggest upsides are reliability and customer support. We’ve used 8x8 for over a year and haven’t had a single issue that required troubleshooting. The system is flexible, integrates smoothly with our workflow, and supports remote use without any issues. The frequency of use depends on the day for our office... but it hasn't failed us yet. Review collected by and hosted on G2.com.

Honestly, we haven’t found much that is unhelpful. The system has been intuitive, and any updates or adjustments haven't effected us. For a small company like ours, the setup and ease of integration were easy. Review collected by and hosted on G2.com.

The best thing about 8*8 contact center is that it is a cloud based platform which enables to use it from anywhere and at anytime. Review collected by and hosted on G2.com.

The only aspect I dislike about this is its interface, which I feel is in need of an update. Review collected by and hosted on G2.com.

Fairly easy to use & when I speak with CSR I get my issues resloved. Review collected by and hosted on G2.com.

To manuver you have to know exactly what you want as 8x8 offers a lot of products/services. Review collected by and hosted on G2.com.

We've been using 8x8 for our business phone system, and it's been working really well. The call quality is clear, and it's easy to use on our computers.

The built-in analytics are a big plus, helping us track performance and improve how we handle calls. Support has also been helpful whenever we've had questions.

Overall, a solid and reliable service that we’d recommend to other businesses. Review collected by and hosted on G2.com.

We've found 8x8 to be a solid solution for our business phone needs. Call quality is reliable, and the system is generally easy to use. The built-in analytics provide valuable insights into call performance, which is a big plus.

However, there are a few areas that could be improved. The analytics formulas can be a bit tricky to understand at first, and it would be helpful to have an easier way to track agent activity on a daily basis. Some of the charts could also be clearer and more intuitive to read.

Additionally, the screen pop-up feature doesn’t always work as expected, which can slow things down for our team.

Overall, 8x8 is a good platform, but with a few tweaks to usability and reporting, it could be even better. Review collected by and hosted on G2.com.

It helps to interact with clients over multiple channel in a single place. Review collected by and hosted on G2.com.

The software's interface appears somewhat outdated. Review collected by and hosted on G2.com.

I like the 8X8 Contact Center because I was able to speak with a help service representative to walk me through the entire process. Review collected by and hosted on G2.com.

I do not have any complaints Mohammad helped me every step of the way and took on much of the responsibility when I was having a difficult time. Review collected by and hosted on G2.com.

one of the best things about the 8x8 Contact Center is its versatility and scalability. It integrates various communication channels like voice, chat, email, and social media into a single platform, which really helps improve customer experience. Plus, the analytics and reporting features are strong, allowing businesses to track performance in real-time and make data-driven decisions. The ability to adapt to different business needs and provide a seamless experience across different touchpoints is definitely a standout feature. Review collected by and hosted on G2.com.

While 8x8 Contact Center offers a lot of great features, there are a few areas where users sometimes express frustration. One common criticism is the learning curve—getting fully familiar with the platform can take some time, especially if you're new to cloud-based contact center solutions. Also, some users have mentioned that the interface, while comprehensive, can feel a bit cluttered or overwhelming when trying to access certain features quickly.

Another aspect that’s occasionally pointed out is the occasional difficulty with call quality, particularly in high-volume or complex configurations. Though this varies from user to user, some have experienced issues with connectivity or call clarity.

That said, these issues can often be addressed with proper setup and training, and many users find that the pros outweigh these cons once they get everything dialed in. Review collected by and hosted on G2.com.

I can always reach someone very quickly and get the help I need. It makes my life so much easier knowing that if I need to change anything or respond to an unexpected event the contact center is there to help me navigate the program software to ensure it works for me. Review collected by and hosted on G2.com.

Like most call centers it may be difficult at times to understand accents. Review collected by and hosted on G2.com.

Simple to setup and deploy for customers out of the box. Includes good analytics out of the box. Review collected by and hosted on G2.com.

Lacks QM automation and integrations are not easy with their PS team. Support focus more on why not 8x8 versus working with customers to solve problem then reinforce if customer issue or other partner issue. Review collected by and hosted on G2.com.