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.

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.

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

the integration with salesforce is horrible a don't really work. Review collected by and hosted on G2.com.

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

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

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.

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.

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.

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.

8x8 contact center is a beneficiary medium to stay connected over call or text with others where it can be out of the country. This contact center is genuinely helping with phone calls with good voice clearance and better communication over the phone. Review collected by and hosted on G2.com.

8x8 contact center requires good network speed to stay connected over call for a clear voice of the person; sometimes it creates difficulty to switch the headset and manage settings. Review collected by and hosted on G2.com.

see and answer calls anywhere either in office or remotely Review collected by and hosted on G2.com.

meeting functions and chat feature not as good as Teams Review collected by and hosted on G2.com.

8x8 Contact Center application is required in the business field where you have to keep track of customers or clients daily for proper conversations and the rest of the things to discuss. Review collected by and hosted on G2.com.

From my point of view, the 8x8 Contact Center is not a disliking application. However, it requires a stable connection with the internet to have proper communication and conversation; maybe they could fix some bugs. Review collected by and hosted on G2.com.

Easy calling, profile and options to show whether you are online away or busy. Internal phone directory where we can directly call anyone a click away and search Review collected by and hosted on G2.com.

Multiple time updation, and relaunch, and because this this the fluctuation or voice takes place and the voicemail option is not good as it should be here , i miss many voicemails. Review collected by and hosted on G2.com.

Quality of calls, even without fancy headphones or other tools. It gives an excellent voice with no interruption and flawless communication with the user. Must recommend this to others. Review collected by and hosted on G2.com.

I have not gone through a lot of problems while using this contact center. But while using this on the phone, there are some issues connecting it and getting notifications instantly. Review collected by and hosted on G2.com.