I like the ease of implementation and use. The customer support techs are quick to answer. Review collected by and hosted on G2.com.

As of right now I do not have any dislikes for the 8x8 Contact Center. Review collected by and hosted on G2.com.

It integrates with major CRMs and ERPs. That takes the whole contact centre experience to next level Review collected by and hosted on G2.com.

Occassional glitches/ outages but support usually get that sorted quickly Review collected by and hosted on G2.com.

The set up of a new agent is easy.

I like the ease in which an agent can add or remove themselves from a queue/skill.

setting up an audit form in Quality Managment was easy. Review collected by and hosted on G2.com.

Custom Reporting- I dont like that I can't group reports in the order I want to see them

I hate that I can't see if a report is scheduled to go out automaticly daily weekly ect.. to see this I have to go into VSS schedules

I cant get a report that gives me an agents Avalible % but can see it in a Dashboard

Call- My biggest dislike is that we cannt warm transfer to another queue/skill set up with in the company. We have to dail full number in order to be able to give the new agent the loan # and confirm that the caller is verified.

Quality Managment - having the time of the call in the inteaction list would be very helpful when searching for a specific call. Can get to the date and time stampunlsee we veiwthe map. Review collected by and hosted on G2.com.

Fast action and quick resolution, right approach

Easy end users employees trainings fast learning curve Review collected by and hosted on G2.com.

Not specific, maybe have it on more languages. Review collected by and hosted on G2.com.

While 8x8 initially offered us what we needed to operate, over the course of our working relationship, new solutions have been introduced that have aided our ability to better service our customer needs an adapt to new challenges like remote working.

Reporting can be simplified, as well as presented in raw data, which allows those with varying levels of skill breakdown information according to their abilities. Review collected by and hosted on G2.com.

As development continues, there is some duplication of features, and pathways to retrieving information can become confusing as a result. Interaction retrieval is one example. Review collected by and hosted on G2.com.

The CS was very helpful and clear with direction Review collected by and hosted on G2.com.

I did not have any issue. My experience was perfect. Review collected by and hosted on G2.com.

We have high security requirements and 8x8 was one of the only providers that could meet our data sovereignty requirements and compliance.

Our agents and supervisors enjoy the interface, as it is intuitive and easy use. Review collected by and hosted on G2.com.

Previously this was the lack of Teams integration, however this has been recently resolved with the Engage licence add on. Review collected by and hosted on G2.com.

The tools provided within the 8x8 Contact Center are exaclty what our organizaiton needs. They provide multiple options to accomplish what we need and they have the experts available to help us troublshoot or improve on the tools we use. Our partners at 8x8 are extremely engaged in meeting our needs and help identify the right subject matter experts each and every time a need arises. Review collected by and hosted on G2.com.

The only real downsides we have experienced are outside of 8x8's control. Other updates or upgrades to integrated 3rd Party Applications are where we experience the most issues. Even with this being the case, our 8x8 Team jumps in and helps us identify any root cause issues and provides us with solutions and recommendations. Review collected by and hosted on G2.com.

Cheap and cheerful. OK for incoming contact centre. The technical support staff are very good and will escalate serious outages quickly. Review collected by and hosted on G2.com.

The poor administration is the greatest weakness. The lack of admin API is unbelievable. The outbound campaign is only useful if you use the APIs. The schedules lack functionality. Transcription can be poor. Minimium call information available to the routing scripts. Agents working shifts are poorly allocated. Reporting across midnight shift does not work. Otto the assitant is unhelpful. Implementation teams are not customer focused. It would be better to provide utilities and allow the customer to implement what they require. Licencing is overly complex. Review collected by and hosted on G2.com.

8x8's Contact Center is very versatile and easy to use. The agent interface is nice and full of information that they need to handle their calls and the backend is jam-packed with possibilities. Setting up a queue takes little time and there are so many paths you can take with the Scripts. You can be as bare-bones or elaborate as you want! Anytime there is an issue that I cannot figure out, support is there all the way. 8x8 Support is a breath of fresh air compared to what I'm used to. Rather than try to get all the info they need then work on it themselves, its a side-by-side venture, they work it out with me on the phone and do not stop until the problem is corrected. They are also very good at educating along the way. Review collected by and hosted on G2.com.

The only downside I've come across is Inbound vs Outbound queues. Before I implemented 8x8 into my organization we only had Inbound queues and my agents could dial out from that queue. In 8x8 I learned I need to setup an Outbound queue to allow agents to dial out from the contact center. This by no means is a big deal or a real problem, just a small nuance I came across that I view as beneficial for others to know if they are new to 8x8. Review collected by and hosted on G2.com.