I really like that once you get to a person at 8x8 Contact Center, I've always had a good experience. The support team is knowledgeable, very patient, and understanding. They always resolve the situation, like today, when I spoke to an individual named Nadine who was really wonderful and worked me through everything I needed to. This helps me better use the services provided. Review collected by and hosted on G2.com.

Well, I'm not a big fan of AI because I used Otto a few times and asked questions. Never got even close to what I was trying to say. And that's why I had to file a case. But Otto was unable to even address. Review collected by and hosted on G2.com.

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.

8x8 Contact Center administration is feature rich, and easy to use! Coming from Five9 - this is absolutely a superior product!

Pricing is also extremely competitive, support and onboarding experiences were efficient and streamlined. Review collected by and hosted on G2.com.

The only dislike would be the minimal learning curve adapting to the new system. However, the support team at 8x8 is AWESOME! If I have a question, they are always quick to answer ensuring our system is performance is as desired/expected! Review collected by and hosted on G2.com.

I appreciate that supervisors can monitor their employees and find the reporting to be pretty good. As VP of IT, I like having metrics and the ability to see the volume and quality of calls. Their research tools are helpful for tracking down issues, especially when I receive complaints. Review collected by and hosted on G2.com.

Our agents work exclusively in a Citrix environment and it doesn't work in Citrix. There is very poor call quality even though we have it setup to bypass Citrix with the voice. The requirement to have 8x8 work and contact center confuses our agents a lot. Their VM and their chat are in 8x8 but calls are in the contact center. Even configuring the 2 to work together is confusing. I would prefer that they were in one platform only. Review collected by and hosted on G2.com.

I like being able to find and create reports and graphs all in one place anytime of the day. I don't have to download reports and can view numbers for daily, monthly, or yearly in one place. It's helpful to create graphs to show trends that help me stay staffed for the right hours in a day. I can open the file and view the numbers from yesterday, then pull numbers from last week to see the trends. It's also great to have chat and SMS all in the same program, which we normally needed two separate programs for. Review collected by and hosted on G2.com.

I have to run multiple separate reports to view different categories, then manually compare them. It would be more efficient to have a single report that allows me to select all relevant categories at once, so the data can be viewed together in one consolidated report. This created some issues as 8x8 seems to be more sales-oriented, and we are not a sales company - we are Customer Service-based and interviewing over the phone. 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 how the live agents at 8x8 Contact Center are friendly and helpful. When I get frustrated, they always say 'don't worry, I'm helping you now.' It's important for me to be able to explain the issue to a live person because AI tends to misinterpret what I'm saying. The initial setup of 8x8 Contact Center was smooth. Review collected by and hosted on G2.com.

I hate Otto. I have to trick Otto into switching me to a live agent. Otto didn't take into account that people are different with different needs. Whenever I tell Otto what I need, he gives me options that have nothing to do with my issue. I once spent 30 minutes going in circles with Otto; it kept telling me it couldn't help and sent me back to the beginning. 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.