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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Verified User in Automotive

Mid-Market (51-1000 emp.)

4/25/2024

"8x8 Contact Center fills our needs"

3.5/5

What do you like best about 8x8 Contact Center?

The user frienedly of using the dashboard to the contact center. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Not sure what I dislike about it. I haven't ran into any issues so far. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Customer, we appreciate you taking the time to leave a review. We're delighted it's made it easier to route calls, and you find it user-friendly.

Ed L.

Small-Business (50 or fewer emp.)

3/12/2024

"8x8 Contact Center has reduced Maintenace Complexity and Cost"

5/5

What do you like best about 8x8 Contact Center?

We are able to support and maintain the system without external support.

8x8 contact center is highly reliable. It just works.

It is scalable on surge days.

We are able to add functionality at our pace Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

When transferring calls out to a manager, it does not show that it is coming from an agent.

The on hold messages are tediuous to update. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Ed, Thank you for taking the time to leave a review, we appreciate it as it helps us improve in the future.

Vinayak S.

SEO ANALYST

Mid-Market (51-1000 emp.)

9/25/2023

"Exceptional Contact Center Solution - 8x8 Shines!"

5/5

What do you like best about 8x8 Contact Center?

The exceptional features and capabilities are what I appreciate most about the 8x8 Contact Centre. First and foremost, its omnichannel support enables us to interact with customers in a unified fashion across all available modes of communication, hence improving the quality of service we provide to them. Our data-driven decision-making is strengthened by sophisticated analytics and reporting tools highlighting agent efficiency and customer interactions. As our company expands, quickly scaling the system to meet our changing requirements is an invaluable asset. We've operated more efficiently because of the system's ability to integrate with other programs and tools. Consistently excellent customer service is guaranteed thanks to quality control and training measures. 8x8 Contact Center's flexibility and dependability as a customer service platform have made it a vital part of our operations. It's an excellent option for firms who need a flexible and dependable contact center solution. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

I dint find anything yet to add here in dislike, but still they can enhance. Review collected by and hosted on G2.com.

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

The 8x8 Contact Centre has helped solve several problems plaguing our company. It streamlines our contacts with customers, as we can respond to customer questions via phone, email, chat, and social media, all from the same place. This has resulted in more efficient service and happier clients.

In addition, its reporting and analytics features help us gain a valuable understanding of customer interactions and agent efficiency, allowing us to make better decisions and give better service.

One further major perk is that we can expand or contract our staff without stopping working. And because it works with our other programs, we save time and make fewer mistakes in our operations. The 8x8 Contact Centre has made our jobs easier by enhancing our customer service and operational efficiency. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Vinayak, thank you so much for taking the time to leave such a glowing review, we really appreciate your feedback. We are thrilled 8x8 is bringing so many benefits to your business including data-driven decisions and improving your customer service. Thank you for choosing 8x8!

Verified User in Financial Services

Mid-Market (51-1000 emp.)

5/30/2024

"Excellent Product!"

5/5

What do you like best about 8x8 Contact Center?

8x8 Contact Center is easy to use and intuitive for our users. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

8x8 Contact Center could use more reporting features. 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 taking the time to leave a review. We are delighted you find 8x8 easy to use and beneficial. We appreciate your feedback on how we can improve the product.

Verified User in Non-Profit Organization Management

Mid-Market (51-1000 emp.)

4/5/2023

"Satisfied with the service"

5/5

What do you like best about 8x8 Contact Center?

We are able to handle customer interactions and access reports and other features all on one page Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Nothing so far, but whenever there are suggestions 8x8 considers that to improve future releases. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Thank you for leaving a review; we are pleased you found 8x8 easy to use. Thank you for choosing 8x8!

Verified User in Utilities

Enterprise (> 1000 emp.)

7/20/2023

"I have had no issue with the softphone or the analytics portions of the platform."

3/5

What do you like best about 8x8 Contact Center?

I believe that the VCC gives a lot of areas that we can customize our Customer experience. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Our end users require use of both the softphone and the contact center. Having both options running causes users to miss use the platform after many many attempts at training them, and it is still confusing to many. If there was a proper way to combine both platforms, or to possibly have a desktop version of the VCC, I believe or users would have a better experience. Accessing the application through a website and having to dig through pages while balancing other web apps to ensure that they are still logged in, not in the working offline mode after idling, potentially missing a callback because they forgot to enable their interation sounds, or our customers waiting in queues longer than our specified times after getting directly transferred to a new queue are all pain points for our customers and our userbase. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Dear Valued Customer, thank you for your honest feedback. We strive to enhance our products constantly, and your ideas for improvement are valuable to us. It's good to hear you find our product useful for data capture and customizing. Thank you for taking the time to leave us a review.

Verified User in Insurance

Mid-Market (51-1000 emp.)

3/19/2024

"The majority of the time the phone don't ring"

2/5

What do you like best about 8x8 Contact Center?

the good thing about contact center is the ability to easily transfer to another person Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

the integration with salesforce is horrible a don't really work. 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 taking the time to leave an honest review. We're sorry you are dissatisfied with the Salesforce integration. We would like to hear more about your issues; if you could contact us at reviews@8x8.com, we would love to help you.

Ashton D.

Jr. Data Analyst

Mid-Market (51-1000 emp.)

1/3/2024

"Good For Calling"

5/5

What do you like best about 8x8 Contact Center?

It is very user-friendly, it helps to keep up with your colleagues Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

You lose the recordings, i would like it to keep the whole history Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Ashton, thank you for taking the time to leave a review and provide feedback, we appreciate it. Thank you for choosing 8x8!

Mike N.

Enterprise (> 1000 emp.)

4/6/2023

"Limited and Bare Bones Call Center Solution"

1/5

What do you like best about 8x8 Contact Center?

It does the job in terms of call routing. Compared to other products that I've used over a DECADE ago such as Angelpbx.com I would've hoped that the 8x8 contact center would be more feature rich, or at least come close to a system I used over a decade ago. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Cannot force change the agents status.

Cannot easily see the phone number that called in to the support hot line.

Does not work with direct dial to agents and the hotline well. If someone were to call one of my agents directly, it places the existing call from the hotline on hold and then after answering and hanging up on the direct call, cannot go back to the hotline call the was on hold. Only way out is to end the call and then dig through a MESS to find the phone number that called into the support line. There's more but it's making me more angry the more I review this product. Review collected by and hosted on G2.com.

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

I don't understand what the above question was asking so I chose two different options. As for the problem its solving, it's allowing people to call in and wait in a queue. Compared to the old system where it would simultaneous call all of my agents phones and then go to voicemail if no one picked up. Review collected by and hosted on G2.com.

Response from Aelberto Gamos of 8x8 Contact Center

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Hello Mike,

Thank you for your review. Please know that your feedback is critical to us improving and making sure we are addressing your needs. We apologize that you have been having trouble with our service. We want to help you and understand the problem in detail, kindly share your contact details at reviews@8x8.com and we would be more than happy to assist you. Thank you!

Sam W.

Small-Business (50 or fewer emp.)

7/16/2023

"Nedd few upgrades"

4/5

What do you like best about 8x8 Contact Center?

It is working really good except few things. I like the calls quality and some features like getting call notification on top on all windows, ease of use with shortcut keys etc. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Missing few settings and features. I could not change the message recording used for call recording announcement, having issue with sms enabling, complicated settings as admin, difficulty to download call recordings as have to select manually before downloading, no option for archive, no option to download chat or sms records etc. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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Hi Sam, thankyou for taking the time to leave a review for 8x8, we really value your input regarding the need for additional features, we are always looking to enhance our offering. We look forward to providing you with an even better experience in the future.