8x8 Contact Center Reviews & Product Details

8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments

Product Website

Seller

8x8

Discussions

8x8 Contact Center Community

Languages Supported

German, English, French, Italian, Dutch, Spanish

Product Description

8x8 connects people and organizations through seamless communication on the industry’s most integrated platform for Customer Experience, combining Contact Center, Unified Communications, and CPaaS APIs.

Overview by

8x8

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

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8x8 Contact Center Integrations

(34)

Verified by 8x8 Contact Center

8x8 Contact Center Media

8x8 Contact Center Demo - 8x8 Smart Assist in 8x8 Agent Workspace

Real-time suggestions in 8x8 Agent Workspace.

8x8 Contact Center Demo - Meltwater Social Listening for 8x8 Contact Center

Filter by keywords and sentiment, monitor, route, and reply to social media DMs and comments on X, YouTube, Instagram, LinkedIn, and more.

8x8 Contact Center Demo - Interaction Journey Visualization

See every customer touchpoint across channels in one, easy-to-digest visualization.

8x8 Contact Center Demo - 8x8 Native Knowledge Base with Shortcuts

Agents can use the backslash symbol to surface common FAQ responses. From there, they can easily select the FAQ response to automatically paste their response.

8x8 Contact Center Demo - 8x8 Secure Pay

Customers have multiple options to make a payment, without their sensitive credit card data from entering the contact center.

8x8 Contact Center Demo - 8x8 Quality Management

Native quality management allows evaluators and supervisors to view key flags like where a customer was on hold and make quick notes with timestamps with the ability to @mention users.

The Power of You™ is here! CMO Bruno Bertini dives into the meaning of our new campaign.

We are 8x8. Power your CX ambitions.

Official Downloads

(5)

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Kenneth F.

President

Small-Business (50 or fewer emp.)

8/11/2022

"Reseller of 8x8 and very impressed"

5/5

What do you like best about 8x8 Contact Center?

As a reseller, IT-HenHouse does not simply sell and push software to the sheep without a full evaluation and fit confirmation. 8x8 has an incredible graphic user interface that is engaging and keeps the customers on top of why they must use 8x8. Technology can be overwhelming. But, 8x8 has solid instructions and aggressive webinars that point both resellers and customers in the right direction. 8x8 is a community that embodies the needs of resellers and customers. 8x8 also has functions that make customer contact efficient, productive and enjoyable. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Contact Center does not integrate with Zoho ERP and call center services such as MoneyPenny and Ruby. We also offer Zoho has as a back-office all inclusive system to customers who need technology for daily financial, HR, supply chain and CRM. Review collected by and hosted on G2.com.

Response from Jeremiah Mercado of 8x8 Contact Center

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Hi Kenneth! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead!

Maryellen A.

Practice Manager

Small-Business (50 or fewer emp.)

1/22/2025

"Great Experience"

5/5

What do you like best about 8x8 Contact Center?

Customer support has been great. The fulfillment of the cases and follow up has been very impressive. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

We do not dislike anything, it was a huge change for us and we have been happy. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Maryellen, thank you for taking the time to leave a review. We are delighted to hear your experience with 8x8 has been very positive; we strive to provide excellent customer service, and it's great to hear we are achieving that.

Steve M.

IT Specialist

Mid-Market (51-1000 emp.)

6/5/2024

"8x8 Call Center"

4.5/5

What do you like best about 8x8 Contact Center?

This app / Software does everything we need it to do, We are a health care facility and receive many calls on a daily basis. We have the option to track calls from start to end, even recording the calls and saving them for training or review purposes. Very easy to use and not convoluted. Can also run various reports on calls dropped, taken, abandoned, how long the call lasts. Very user friendly. Our call center is used on a daily basis. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Sometimes we have interupted service which affects the whole company. A couple of times we've been down for a couple hours, but 8x8 was able to pomptly get us back online. There had been an update on the back end and had to revert back to the old version, In the future we would like to be told about these things, but it's only happened once, otherwise Excellent and outstanding customer service. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Steve, thank you for your review; it is appreciated. We are glad you find it user-friendly and that our customer service is excellent. We apologise for the outages you have experienced. Thank you for choosing 8x8!

Jennifer O.

Contracting Specailist

Small-Business (50 or fewer emp.)

5/30/2024

"Great sound quality, call routing and no dropped calls."

5/5

What do you like best about 8x8 Contact Center?

The sound quality is excellent. Its easy to set up the system to route calls to the correct department. There are no dropped calls. The support team takes care of any issues right away. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

The training sessions are to long. We were not able to sign up for classes. The self study part is very confusing. Review collected by and hosted on G2.com.

What problems is 8x8 Contact Center solving and how is that benefiting you?

Our previous phone company would misroute calls and have calls dropped. There were also random sound quality issues. They kept blaiming it on wifi or equimpment even though we had people in different offices with the same issue. As soon as we switched to 8x8 all of those problems were fixed. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Jennifer, Thank you for leaving a positive review. We appreciate your feedback on how we can improve training. It's great to hear you find 8x8 easy to use and are no longer experiencing dropped calls. Thank you for choosing 8x8!

Jessica R.

Director of Orthodontic Treatment

Mid-Market (51-1000 emp.)

7/23/2024

"System is very difficult."

1.5/5

What do you like best about 8x8 Contact Center?

The data you can gather from the system is ideal for what we are needing. Also when calling for help, the attendants are very helpful. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Having to open 8x8 Work and 8x8 Workspace is a pain. Not being able to simply use one platform for all calls and gathering data from 2 different places is frustrating. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Jessica, We appreciate you taking the time to leave a review. We're pleased to hear 8x8 helps you gather accurate data and that our support team is helpful. We appreciate your feedback on using 8x8 Work and Workspace.

Verified User in Insurance

Small-Business (50 or fewer emp.)

1/18/2024

"Support is not very helpful and too many intermittent issues unresolved"

1/5

What do you like best about 8x8 Contact Center?

When it works, it is great. When there are issues, it is hard to get support to accuratly fix. They start at Tier 1 and by the time they get around to working on it, logs are gone so when they pass to tier 2, they are no help. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Support is horrible. They have never experieced the issue that you have so they have to start at the beginning and never seem to resolve. More times then not, the issue doesn't happen again so the issue simply gets closed. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Customer. Thank you for your feedback. We are sorry you have not had a good experience with support, please email reviews@8x8.com and we would be happy to discuss this further.

Joseph M.

Enterprise (> 1000 emp.)

3/13/2024

"Consistent Performance with Great Self Service Options"

5/5

What do you like best about 8x8 Contact Center?

- Great performance with no downtime or technical issues.

- Self-service for scripting/logic for menus and queues, user and supervisor accounts and permissions

- Robust reporting and customer experience analytics Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

- Somewhat disjointed experience between browser-based VCC controls, desktop application backend, and integrations (i.e. Salesforce) Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Joseph, thank you for leaving a positive review, we are delighted you have found the solution to be scalable to your organization. We appreciate your feedback.

Mark W.

Information Technology Consultant

Mid-Market (51-1000 emp.)

4/19/2022

"Satisfied Customer For 9 Years"

5/5

What do you like best about 8x8 Contact Center?

I like the cutting age technology as well as the ability to make changes on my own. I love the Call Center application as well as the desk phones and smart phone apps. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Well, I don't like that I have to pay for it. Besides that, everyone can improve but a by a great job to be the leader in unified communications. Review collected by and hosted on G2.com.

Recommendations to others considering 8x8 Contact Center:

Go for it! They are the industry leader and provide a great product. Review collected by and hosted on G2.com.

What problems is 8x8 Contact Center solving and how is that benefiting you?

With 8x8 we are able to monitor our remote work for us and ensure we give wonderful customer service to all of our customers. We have almost no downtime thanks to their redundant system. Review collected by and hosted on G2.com.

Response from Jeremiah Mercado of 8x8 Contact Center

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Hi Mark! We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. Have a nice day ahead!

Deanna G.

Mid-Market (51-1000 emp.)

1/18/2024

"Learning new products"

2.5/5

What do you like best about 8x8 Contact Center?

8x8 is pretty user friendly. I am learning more and more each day to ensure that I can help my team better. Best thing is they found a program to help us analyze how we can better use this for our contact center. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

For me it is not having full access which is an issue with my company, however I am working on that. Also I would like more robust training when new people come into the business that have not used it before. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Deanna. Thank you for leaving your honest review. We are pleased you find it easy to use, and it helps you analyse how you use your contact center. Please let us know at reviews@8x8.com if you need more information on available training.