# 8x8 Contact Center Reviews **Vendor:** 8x8 **Category:** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce) **Average Rating:** 4.1/5.0 **Total Reviews:** 252 ## About 8x8 Contact Center 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 ## 8x8 Contact Center Pros & Cons **What users like:** - Users commend the **ease of implementation and use** of 8x8 Contact Center, enhancing overall efficiency and customer interaction. (37 reviews) - Users appreciate the **helpful customer support** and user-friendly platform of 8x8 Contact Center for seamless implementation. (26 reviews) - Users commend the **responsive customer support** of 8x8 Contact Center, enhancing their overall experience and satisfaction. (24 reviews) - Users value the **omnichannel support** of 8x8 Contact Center, enhancing customer interactions and service quality across various platforms. (19 reviews) - Users value the **efficiency** of 8x8 Contact Center, enhancing operations with seamless integrations and responsive customer service. (17 reviews) - Easy Setup (12 reviews) - Users value the **flexibility** of 8x8 Contact Center, enabling seamless integration and adaptability across various communication channels. (12 reviews) - Intuitive (12 reviews) - Users find the **robust reporting and customer experience analytics** invaluable for improving their contact center operations. (11 reviews) - Integrations (10 reviews) **What users dislike:** - Users experience **missing features** in 8x8 Contact Center, leading to challenges with administration and functionality. (11 reviews) - Users report **poor customer support** , with unhelpful AI and implementation teams, hindering efficient problem resolution. (11 reviews) - Users find the **call management cumbersome** , struggling with multiple platforms and frustrating settings and feature limitations. (7 reviews) - Users find the **complexity of the administration** and various settings frustrating, hindering their overall experience with the product. (7 reviews) - Users experience **integration issues** with 8x8 Contact Center, leading to frustration from using multiple platforms for calls and data. (7 reviews) - Call Issues (6 reviews) - Chat Functionality Issues (6 reviews) - Users face a significant **lack of clarity** in training, features, and overall functionality of the 8x8 Contact Center. (6 reviews) - Audio Issues (5 reviews) - Difficult Implementation (5 reviews) ## 8x8 Contact Center Reviews ### 1. Robust Global Telephony with Room for Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Steven O. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I use 8x8 Contact Center to aggregate communication methods into one system and get granular metrics, enabling efficient resource management and ROI refinements. **Official Response from Alison Stewart:** > Dear Stevn, Thank you for your detailed feedback! We're glad our omni-channel platform and global telephony network are supporting your operations effectively. We sincerely appreciate your concerns regarding script extensions and differences in CC/UC integration — these are valuable insights. ### 2. Complex Setup and Limited Citrix Support **Rating:** 0.5/5.0 stars **Reviewed by:** Lisa W. R. | Vice President Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center manages incoming call queues and routes them to the right person, improving our call management. Supervisors can monitor employees effectively, and the reporting tools provide valuable metrics and help track issues. It's beneficial for managing call volume and quality. **Official Response from Alison Stewart:** > Hi Lisa, Great to hear the supervisor monitoring and reporting tools are delivering the metrics you need! The feedback on Citrix compatibility and the Work/Contact Center experience is invaluable. We appreciate you sharing such detailed insights to help us improve! ### 3. Comprehensive Reporting, Needs Consolidation Options **Rating:** 4.0/5.0 stars **Reviewed by:** Dardra D. | Cancer prevention specialist III Supervisor , Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center lets me evaluate agent calls with ease, view and create reports without downloading, and assess trends to ensure proper staffing. **Official Response from Alison Stewart:** > Dear Dardra, Thanks for the detailed feedback! Having reporting, graphs, chat, and SMS all in one place is exactly the kind of efficiency we aim for. Consolidating multiple reports into a single customizable view is a smart ask — your time is better spent acting on insights than compiling them. Really glad staffing decisions are getting easier! ### 4. XCaaS Business Contact Solution **Rating:** 5.0/5.0 stars **Reviewed by:** V K. | vCIO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about 8x8 Contact Center?** 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’! **What do you dislike about 8x8 Contact Center?** Expanding the notification sound identification system helps distinguish between general inbound notifications. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The 8x8 Contact Center serves excellent to my clients needing secure, internal office communications. The built-in messaging, along with the video-conferencing features, helps retain all data within the solution. This service allows staff to become mobile and not lose access to a live call by providing a mobile application to receive the call. The mobile application helps because while someone may be en route, the person can still attend meetings on the go! **Official Response from Jeremiah Mercado:** > Hi V K! 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! ### 5. A Comprehensive OMNI-Channel Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We use 8x8 Contact Center as an omni-channel platform, allowing customer communication across different methods. It helps monitor customer interactions with Transaction Codes, improving staff training and routing. The Supervisor Workspace and giving Agents skills reduce wait times, aiding resource allocation and customer service. **Official Response from Alison Stewart:** > Dear Chris, Thank you for your detailed feedback! We're thrilled that our omni-channel platform, Supervisor Workspace, and Skills features are enhancing your operations. Your suggestions on multiple agent groups, supervisor granularity, and queue transfers are greatly appreciated and will be shared with our team! ### 6. Reliable with Stellar Support, Needs Mobile Admin Improvements **Rating:** 4.0/5.0 stars **Reviewed by:** Jay C. | Business Development Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2026 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center provides lossless calls, clear line chat history, great reporting, and call recordings for later review. **Official Response from Alison Stewart:** > Hi Jay, Thank you for your feedback! We're thrilled to hear you enjoy our user-friendly interface and responsive support. We appreciate your feedback on enhancing mobile admin features for an even better experience. ### 7. All-in-One Channel Management with Responsive, Professional Support **Rating:** 4.5/5.0 stars **Reviewed by:** Pankaj P. | Assistant Manager Finance and Accounts, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2026 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We use this to manage customer support and contact center operations. I like being able to handle calls, queues, chats, emails, and other channels all in one place. I also appreciate the support team’s professionalism and responsiveness when issues come up. At the same time, at the Tier-1 level, tickets can take a long time to resolve. On the positive side, transferring calls across queues works cleanly and intuitively, which reduces friction in day-to-day use. **Official Response from Alison Stewart:** > Dear Pankaj, Thank you for sharing your detailed review of 8x8 Contact Center. We're thrilled to hear that you appreciate the unified platform and the responsive support team. We understand the challenges you've faced with ticket resolution and administrative complexity, and we are continuously working to enhance these areas. Your feedback is invaluable in improving the user experience. ### 8. Easy to Use, Robust, and Great for Creating & Troubleshooting **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony R. | Computer Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about 8x8 Contact Center?** The ease of use and ability to create and troubleshoot. **What do you dislike about 8x8 Contact Center?** Some options are hard to find but overall for the end users it is very robust **What problems is 8x8 Contact Center solving and how is that benefiting you?** We needed a way to communicate with our customers effectively. We have a small contact center and the abiltiy to create and add users to the call center queue is essential for our company. **Official Response from Alison Stewart:** > HI Anthony, Glad the ease of use and queue management are working well for your small contact center! We hear you on certain options being tricky to locate — improving navigation and discoverability is something we're always working on. Thanks for sticking with us and sharing your experience! ### 9. Easy Browser Access That Keeps Us Productive **Rating:** 4.0/5.0 stars **Reviewed by:** Annashea S. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2026 **What do you like best about 8x8 Contact Center?** Can access from any browser almost, some browsers work better than others. **What do you dislike about 8x8 Contact Center?** It has glitches and system errors that occur intermediately and there is never a resolution. It just starts working on its own and never get a root cause. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Some issues have been going on so long and have stayed unresolved, just has gotten used to it never being resolved. **Official Response from Alison Stewart:** > Dear Annashea, Thank you for the feedback — browser accessibility is a genuine plus. We're sorry to hear about the recurring glitches without clear resolution; that's not the experience we want for you. Please reach out to our support team and we'll prioritize getting to the root cause properly! ### 10. Review of our collaboration with 8x8 IVR Services **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2025 **What do you like best about 8x8 Contact Center?** We’ve been collaborating with 8x8 for over two years, and our experience has been consistently excellent. Over the past year, we’ve deepened this collaboration with several key initiatives, including script optimization, international expansion, and integration projects. Key highlights of our partnership include: - A full review and upgrade of our existing IVR scripts, - Expansion of our voice services into the APAC region, with new numbers managed directly by 8x8, - A successful integration project in June 2025 to streamline data flows between Salesforce and 8x8. What really stands out in working with 8x8 is not only their responsive and efficient support team, but also the user-friendliness of their tools and interfaces: - Excellent customer support: the teams are responsive, available, and proactive. - Ease of use: listening to voice messages, tracking operational activity, and using the analytics platform are all intuitive and efficient. - Reliable follow-up: projects are well-managed and aligned with our objectives. We also appreciate their strong project follow-up and their ability to understand and adapt to our needs. As we move into the next phase of continuous improvement, we’re confident in 8x8’s ability to keep supporting our teams and contributing to our service excellence. In short, 8x8 is a solid, proactive, and user-oriented partner that we fully trust. **What do you dislike about 8x8 Contact Center?** That said, some aspects could be improved: - The configuration process is difficult to handle independently. Without support, it can be challenging to make changes or set up new flows (ex. reducing inbound queues without toubling the service for agents) - There are occasionally subtleties in terminology or script behaviors that are not easy to grasp without expert guidance. **What problems is 8x8 Contact Center solving and how is that benefiting you?** - Monitoring quality of incoming calls - Analyzing script blockages using Analytics - Tracking call flows and anticipating volumes for forecasting = offer better customer care and better expectations **Official Response from Alison Stewart:** > Dear Customer, Thank you for sharing your positive experiences with 8x8 Contact Center! We're delighted to hear about the successful collaboration and key initiatives like script optimization and international expansion. Your feedback on our support team, user-friendly tools, and project management is incredibly valuable. We're also grateful for your suggestions regarding configuration challenges and terminology clarity, which will help us enhance future experiences. Your confidence in 8x8 as a proactive partner motivates us to continue supporting your team's service excellence. ### 11. Exceptional Support and Ease of Use **Rating:** 5.0/5.0 stars **Reviewed by:** Jonah T. | Information Technology Support Coordinator **Reviewed Date:** December 08, 2025 **What do you like best about 8x8 Contact Center?** I found it easy to create a detailed issue myself, set the priority status, and add CCs and emails to the ticket, which made me feel like the system cares about what a user needs before creating a ticket. I appreciated the not-outdated-looking GUI for submitting a ticket and being notified via email when my issue was resolved without having to revisit the portal. The email notifications are useful for including someone on a ticket who might not be a user within the 8x8 console, saving me from having to manually forward information, which I appreciated. The feature allowing me to resolve the case with a click of a button so the support team didn't have to, was also handy. By providing detailed information upfront, issues get resolved quicker without wasting time waiting for clarification. **What do you dislike about 8x8 Contact Center?** I didn't dislike anything specific to the Contact Center. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I appreciate 8x8 Contact Center for letting me create detailed tickets easily and involve others via email notifications. It helps resolve issues quicker by providing specifics upfront and allows me to manage cases without extra steps, saving time and effort. **Official Response from Alison Stewart:** > Hi Jonah, Thank you for sharing your experience! It’s fantastic to know you appreciate the modern GUI and the control you have over case resolution and communication. Ensuring you can easily involve others via email and provide detailed information upfront is key to our mission of efficiency. ### 12. Real-Time Monitoring and Robust Reporting Suite **Rating:** 4.5/5.0 stars **Reviewed by:** Kate B. | Operational Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2026 **What do you like best about 8x8 Contact Center?** I like the real time monitoring, and the reporting suite which it provides **What do you dislike about 8x8 Contact Center?** We continually have drop outs where our advisors cannot take calls and service out customers **What problems is 8x8 Contact Center solving and how is that benefiting you?** real time monitoring quick and easy reporting easy movement between inbound and outbound **Official Response from Alison Stewart:** > Hi Kate, Thank you for highlighting the real-time monitoring and reporting — we're glad those are delivering value! We're sorry to hear about the call dropouts affecting your team, and we'd urge you to contact support@8x8.com so we can investigate and ensure your advisors can serve customers without interruption. ### 13. Excellent Support Experience with 8x8 Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Lisa B. **Reviewed Date:** December 05, 2025 **What do you like best about 8x8 Contact Center?** I love that the team at 8x8 Contact Center is very knowledgeable and friendly, and they are always willing to help. They do not rush you, which makes the experience much better. I also appreciate that I can speak to someone over the phone and they assist via screenshare. They helped me set up my account, sync numbers to my user, and configure call forwarding and other settings. They also assisted with the setup of the 8x8 desktop app and provided a tutorial. **What do you dislike about 8x8 Contact Center?** There wasn't anything in regards to the contact center that Ibdidn't like. 8x8 service as a whole, I dint like that all fees were not disclosed up front. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I use 8x8 Contact Center for support, troubleshooting, and setup. They helped me set up my account, sync numbers, and configure call settings efficiently. I appreciate their knowledgeable, friendly support and screenshare assistance. **Official Response from Alison Stewart:** > Hi Lisa, thank you for sharing such positive feedback! We are proud that our 8x8 Contact Center team is knowledgeable and takes the time to assist with setup and tutorials via screenshare. We appreciate your comment regarding overall fees and constructive criticism, as we continually work to improve our customer experience. ### 14. Great Queue Visibility, But Phone Number Licensing Gets Expensive **Rating:** 2.5/5.0 stars **Reviewed by:** Karen C. | Patient Access manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about 8x8 Contact Center?** Visibility of the queue and agent activity **What do you dislike about 8x8 Contact Center?** Each of the licenses have to be purchased along with phone numbers which can add up an become very expensive **What problems is 8x8 Contact Center solving and how is that benefiting you?** Nothing at the moment. **Official Response from Alison Stewart:** > Dear Karen, Thanks for the feedback! Real-time queue and agent visibility is so important for running an efficient contact center — glad that's working well for you. We hear you on licensing and number costs adding up; that's valuable input as we think about pricing flexibility. We'd love to help you get more value from the platform! ### 15. Wonderful, Helpful Support Made the Experience Easy and Quick **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about 8x8 Contact Center?** I loved the human experience part, the support person was wonderful and very helpful **What do you dislike about 8x8 Contact Center?** I mean it could have been more intuitive but this worked too.. the chat bot did randomly disconnect so it could be improved.. **What problems is 8x8 Contact Center solving and how is that benefiting you?** saved time in me needing to read and find out how to do what I needed done! **Official Response from Alison Stewart:** > Dear Customer, It's great to hear our support team made such a positive impression. Noted on the chatbot disconnecting and the intuitiveness feedback; there's always room to improve the experience. So glad we saved you time and got you sorted quickly! ### 16. Hassle-Free Deployment, Intuitive Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Rommel P. | Senior Telecoms Engineer **Reviewed Date:** February 16, 2026 **What do you like best about 8x8 Contact Center?** I appreciate the user-friendly agent workspace and intuitive analytics provided by 8x8 Contact Center. I like the hassle-free deployment of the contact center solution, which tailor fits the business requirements. I find the IVR scripting straightforward and easy to manage. The initial setup was smooth sailing, thanks to the POC team and the Professional Services Team, who were really helpful. **What do you dislike about 8x8 Contact Center?** I find user account creation or onboarding of users to be an area that could be improved. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I find 8x8 Contact Center provides a user-friendly agent workspace and intuitive analytics. **Official Response from Alison Stewart:** > Hi Rommel, thanks for the fantastic review! We’re glad the IVR scripting and analytics are hitting the mark for you. We’ve noted your feedback regarding the onboarding process—improving that experience is a priority. It’s great to hear our Professional Services team made your initial setup smooth sailing! ### 17. Helpful, Responsive Support Team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about 8x8 Contact Center?** Support team is helpful and responsive.. **What do you dislike about 8x8 Contact Center?** Unclear scheduling and missed callbacks. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 helps us manage growing call volume by improving call routing and streamlining workflows. The updated phone tree reduces misrouted calls and saves time for our team. Their support makes it easier to implement and maintain system improvements as we scale. **Official Response from Alison Stewart:** > Dear Customer, So glad our support team is hitting the mark for you! Missed callbacks and unclear scheduling are frustrating — that's not the standard we hold ourselves to, and we'll work to improve that. Excited to keep supporting you as your call volumes grow! ### 18. Great Reporting and Supervisor Dashboard, but Permissions Feel Limited and Cluttered **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2026 **What do you like best about 8x8 Contact Center?** I like the reporting features as well as the supervisor dashboard. I think that's the highlight of 8x8. **What do you dislike about 8x8 Contact Center?** Too detailed and cluttered. Some limitations with the permissions and accesses. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Definitely an all-rounder for a contact center. Alongside, it makes it easier for the supervisors to monitor activity. **Official Response from Alison Stewart:** > Dear Customer, Thanks for the honest feedback! We're glad the reporting features and supervisor dashboard are standing out — giving supervisors real visibility is core to what we do. We hear you on the clutter and permissions, and we're always working to improve. Appreciate you sharing! ### 19. Quick Agent Support and a Smooth Experience So Far **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about 8x8 Contact Center?** I really enjoyed how quickly an agent was available to assist me. **What do you dislike about 8x8 Contact Center?** Honestly I found no downside just yet as I am pleased with the flow thus far **What problems is 8x8 Contact Center solving and how is that benefiting you?** It helped me solve issues with my extension and call forwarding. **Official Response from Alison Stewart:** > Dear Customer, That's wonderful to hear — fast, effective support is exactly what we strive for! We're glad the experience has been smooth from start to finish and that your extension and call forwarding issues got resolved quickly. Thanks for sharing! ### 20. Easy to Use and Effective, but Inflexible Licensing and poorly thought out changes **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about 8x8 Contact Center?** The product is easy to use and gets the job done **What do you dislike about 8x8 Contact Center?** Lack of flexibility in key areas. All costs to develop extra features. inflexible licencing. Introduction of new features with lack of thought to security ot auditing **What problems is 8x8 Contact Center solving and how is that benefiting you?** Getting away from a previous supplier **Official Response from Alison Stewart:** > Dear Customer, Thanks for the honest feedback! We're glad the product delivers on ease of use. Your points on flexibility, licensing, and security considerations with new features are taken seriously — this is exactly the kind of input that shapes our roadmap. ### 21. Responsive Support, Quick Issue Resolution **Rating:** 4.0/5.0 stars **Reviewed by:** Mary Kate W. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2026 **What do you like best about 8x8 Contact Center?** I really appreciated the patience of the representative and the concise way he explained things. Also, I was impressed by how I was connected almost immediately when I called the 8x8 Contact Center. **What do you dislike about 8x8 Contact Center?** Nothing **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center solved our multi-factor authentication issue, and their representative provided clear guidance on assisting users with logging in. **Official Response from Alison Stewart:** > Hi Mary, Thank you for the wonderful feedback! We're delighted our representative's patience and clear communication made a great impression, and that you were connected quickly. We're glad your multi-factor authentication issue was resolved smoothly. We appreciate your support! ### 22. Great queue visibility, but terrible translation, clunky email, and frequent call drops **Rating:** 1.5/5.0 stars **Reviewed by:** Tanya L. | Quality and Training, Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2026 **What do you like best about 8x8 Contact Center?** I like being able to see all of my queues and the number of calls holding in one screen. **What do you dislike about 8x8 Contact Center?** The translation is terrible and inaccurate. The email function is completely not user friendly and difficult to navigate and search. Calls drop often. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Unfortunately, none. **Official Response from Alison Stewart:** > Hi Tanya, thank you for your honest review and we are sorry you are having a negative experience. If you want to discuss this further please contact us on reviews@8x8.com. ### 23. Very Helpful and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Robert W. | Owner/ Broker, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2025 **What do you like best about 8x8 Contact Center?** The most helpful aspect has been the ease of use across our small insurance team. Whether on PC or Mac, the platform works seamlessly, and the ease of implementation made the transition simple from the start. It has all the features we need without being overwhelming, which allows our five person team to stay connected and serve clients effectively. For us, the biggest upsides are reliability and customer support. We’ve used 8x8 for over a year and haven’t had a single issue that required troubleshooting. The system is flexible, integrates smoothly with our workflow, and supports remote use without any issues. The frequency of use depends on the day for our office... but it hasn't failed us yet. **What do you dislike about 8x8 Contact Center?** Honestly, we haven’t found much that is unhelpful. The system has been intuitive, and any updates or adjustments haven't effected us. For a small company like ours, the setup and ease of integration were easy. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 has solved our need for a simple, reliable way to manage client communication as a small insurance company. We have five employees, and we needed a platform that offered the right number of features without being overly complex... as we do have two of our employees over the age of 70... and change can be hard for them. The ease of use and ease of integration have allowed us to handle calls, messages, and customer inquiries efficiently across both PC and Mac's. It keeps our team connected while working remotely, and it gives us confidence that no client communication slips through the cracks. **Official Response from Alison Stewart:** > Dear Robert, Thank you for your wonderful feedback! We're thrilled to hear that 8x8 Contact Center has streamlined communication for your small insurance team and supports seamless integration across different devices. It's great to know that our reliable service and customer support are meeting your needs effectively. We appreciate your trust in 8x8 as a key tool in maintaining efficient client communication. ### 24. Powerful Integrations, Fast Performance, and Helpful Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about 8x8 Contact Center?** Integration possibilities, great performance, helpful support, and has AI features **What do you dislike about 8x8 Contact Center?** Certain reporting capabilities or options aren't available **What problems is 8x8 Contact Center solving and how is that benefiting you?** It is resolving the transparency with agents and patients while also highlighting KPIs **Official Response from Alison Stewart:** > Dear Customer, Thank you for the great feedback! Seamless integrations, strong performance, and AI that actually helps — that's the 8x8 experience we're proud to deliver. Your feedback on reporting is noted and appreciated. Glad we're bringing more transparency and clarity to your team's KPIs! ### 25. Transparent Communication, Quick Issue Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Jonny R. **Reviewed Date:** February 03, 2026 **What do you like best about 8x8 Contact Center?** I like the transparency in communication with 8x8 Contact Center. It feels like they are committed to solving issues, and I'm happy that my issue was finally resolved. I also found the initial setup to be very easy, which was great. **What do you dislike about 8x8 Contact Center?** The issue could have been resolved quicker. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center helps me add hold music, ensuring transparency in communication and solving my customer support issues effectively. **Official Response from Alison Stewart:** > Hi Jonny, thank you for your review! We’re thrilled that our easy setup and transparent communication helped resolve your support issues. We sincerely apologize that the resolution took longer than expected; we are continuously working to streamline our support process to ensure faster results for our customers. ### 26. Essential API for Seamless Data Transfers **Rating:** 4.5/5.0 stars **Reviewed by:** Gina H. | Data Analytics Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2025 **What do you like best about 8x8 Contact Center?** I appreciate that it provides a solid and essential API, which is exactly what I need to transfer data to our data warehouse control. The process of extracting data is straightforward, and I really like that. **What do you dislike about 8x8 Contact Center?** I was disappointed to find that some of the most useful analysis features are only available through extra modules, which can be quite costly. **What problems is 8x8 Contact Center solving and how is that benefiting you?** This tool excels at solving problems and is indispensable for gaining insight into operational efficiency. It also delivers valuable data that supports the capacity modules. Overall, my experience has been outstanding and genuinely positive. **Official Response from Alison Stewart:** > HI Gina, Thank you for your feedback! We're thrilled you find our API and data extraction valuable. We appreciate your feedback on cost concerns. Your insights are invaluable for our growth. ### 27. Fast Support with User-Friendly Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Alex R. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 11, 2026 **What do you like best about 8x8 Contact Center?** I liked that the agent was very understanding and helpful. I also appreciated the fast response. Additionally, the initial setup was very easy. **What do you dislike about 8x8 Contact Center?** nothing **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center helped me log back into my account by resetting my password. It has fast response times and supportive agents. **Official Response from Alison Stewart:** > Hi Alex, Thank you for your positive feedback! We're delighted to hear that you found our setup easy, and our agents helpful and responsive. We're committed to providing exceptional support and are thrilled that 8x8 Contact Center has made a positive impact for you. ### 28. Efficient cloud based tool to contact clients. **Rating:** 4.5/5.0 stars **Reviewed by:** Vik S. | Accounts Payable, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about 8x8 Contact Center?** The best thing about 8*8 contact center is that it is a cloud based platform which enables to use it from anywhere and at anytime. **What do you dislike about 8x8 Contact Center?** The only aspect I dislike about this is its interface, which I feel is in need of an update. **What problems is 8x8 Contact Center solving and how is that benefiting you?** It solves various problems : 1. Helps to contact clients globally through multi-channels like call, text etc. 2. Helps to use it anywhere as it is a cloud-based platform. 3. Provides real-time dashboard to track performance. **Official Response from Alison Stewart:** > Dear Vik, Thank you for your insights! We’re delighted that 8x8 Contact Center's cloud-based capabilities allow for flexible, global communication and effective performance tracking. We appreciate your feedback regarding the interface and are committed to enhancing it for a more modern user experience. ### 29. Knowledgeable Support But Long Wait Times **Rating:** 4.0/5.0 stars **Reviewed by:** Katherine C. **Reviewed Date:** January 15, 2026 **What do you like best about 8x8 Contact Center?** I like the knowledgeable and friendly support agent at 8x8 Contact Center. **What do you dislike about 8x8 Contact Center?** There was a long wait and no wait time estimate. Also, had trouble authenticating because I had not yet been assigned a number even though my company has an active account. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I had issues with being designated as an administrator without an account, but 8x8 Contact Center helped resolve this. **Official Response from Alison Stewart:** > Dear Katherine, we sincerely apologize for the long wait and authentication issues you experienced. We’re glad our team resolved your account status, and we are actively working to improve wait times. ### 30. Good System, Needs Smoother Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2026 **What do you like best about 8x8 Contact Center?** What I like best about 8x8 Contact Center is how intuitive the interface is. Everything is easy to navigate, and the system helps me work efficiently without feeling overwhelmed. The knowledge base and helpful features allow me to troubleshoot or learn processes quickly, which really supports productivity. **What do you dislike about 8x8 Contact Center?** One challenge with 8x8 Contact Center is that it can occasionally lag or freeze, especially during peak hours. When this happens, it slows down the workflow and affects customer handling. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center helps streamline communication and support. **Official Response from Alison Stewart:** > Dear Customer, thank you for your feedback! We’re thrilled to hear that 8x8 is helping you work efficiently. We apologise for the lag during peak hours and are continuously optimising our performance to ensure a smoother experience for your team. ### 31. Easy to Use and Helpful Support, but Navigation Can Be Overwhelming **Rating:** 4.5/5.0 stars **Reviewed by:** C A. | Insurance Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about 8x8 Contact Center?** Fairly easy to use & when I speak with CSR I get my issues resloved. **What do you dislike about 8x8 Contact Center?** To manuver you have to know exactly what you want as 8x8 offers a lot of products/services. **What problems is 8x8 Contact Center solving and how is that benefiting you?** They have help to reconnect our services when the AT&T has gone down. CSR has help me to keep my fax system going. **Official Response from Alison Stewart:** > Dear Customer, Thank you for your feedback! We're pleased to hear that you find 8x8 Contact Center easy to use and appreciate the effective support from our customer service team. We recognize the challenge of navigating multiple products and are working to simplify this experience. Your insights are valuable in enhancing our services. ### 32. Easy to Use, Seamless 3rd-Party Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2026 **What do you like best about 8x8 Contact Center?** It's easy to use and can be easily integrated with 3rd party softwares and solutions **What do you dislike about 8x8 Contact Center?** nothing important; what I most disliked was the initial approach of the sales agent **What problems is 8x8 Contact Center solving and how is that benefiting you?** we migrated from another solution. The migration was smooth with no impacts in our productivity. All the lines have been properly configured by the 8X8 tech team and we received a good dupport. **Official Response from Alison Stewart:** > Dear Customer, Thank you for your feedback! We're glad to hear that 8x8 Contact Center's ease of use and integration capabilities meet your needs. It's great that the migration went smoothly and didn't affect productivity. We appreciate your input on the sales approach and will use it to improve. ### 33. Herts Help **Rating:** 3.0/5.0 stars **Reviewed by:** Giorgina C. | Service Delivery Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 11, 2025 **What do you like best about 8x8 Contact Center?** We've been using 8x8 for our business phone system, and it's been working really well. The call quality is clear, and it's easy to use on our computers. The built-in analytics are a big plus, helping us track performance and improve how we handle calls. Support has also been helpful whenever we've had questions. Overall, a solid and reliable service that we’d recommend to other businesses. **What do you dislike about 8x8 Contact Center?** We've found 8x8 to be a solid solution for our business phone needs. Call quality is reliable, and the system is generally easy to use. The built-in analytics provide valuable insights into call performance, which is a big plus. However, there are a few areas that could be improved. The analytics formulas can be a bit tricky to understand at first, and it would be helpful to have an easier way to track agent activity on a daily basis. Some of the charts could also be clearer and more intuitive to read. Additionally, the screen pop-up feature doesn’t always work as expected, which can slow things down for our team. Overall, 8x8 is a good platform, but with a few tweaks to usability and reporting, it could be even better. **What problems is 8x8 Contact Center solving and how is that benefiting you?** With 8x8, we can now route calls more efficiently, monitor agent performance, and access real-time and historical analytics. This has improved our response times, helped us identify areas for training, and made it easier to manage a remote team. It’s also made reporting more streamlined, so we can track KPIs and service levels without pulling data from multiple systems. **Official Response from Alison Stewart:** > Dear Giorgina, Thank you for your feedback! We're thrilled that you find 8x8 Contact Center reliable and valuable for call quality and analytics. We appreciate your suggestions on improving analytics clarity and screen pop-up functionality. Your insights are crucial for us to enhance usability and reporting features. ### 34. Great Multi-Channel Client Interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Dinesh K. | Accounts Paybale (backend), Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about 8x8 Contact Center?** It helps to interact with clients over multiple channel in a single place. **What do you dislike about 8x8 Contact Center?** The software's interface appears somewhat outdated. **What problems is 8x8 Contact Center solving and how is that benefiting you?** It helps in a various ways : 1. Helps to interact through multi-channels 2. Helps to get real-time performance reports. **Official Response from Alison Stewart:** > Dear Dinesh, Thank you for your feedback! We're glad that 8x8 Contact Center enhances your client interactions and provides valuable real-time performance reports. We appreciate your insights on the software's interface and are continuously working on updates to ensure a more modern and user-friendly experience. Your input is valuable for our ongoing improvements. ### 35. Kind Support, Needs Better AI Efficiency **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2026 **What do you like best about 8x8 Contact Center?** I like that the reps I work with are very kind and knowledgeable. The initial setup of 8x8 Contact Center was easy. **What do you dislike about 8x8 Contact Center?** I find the AI chatbot not helpful, and it slows down the resolution of my problems. **What problems is 8x8 Contact Center solving and how is that benefiting you?** I use 8x8 Contact Center for setting up new devices. **Official Response from Alison Stewart:** > Dear Customer, thank you so much for the honest feedback! We’re glad our team and the easy setup made a great impression. However, it’s clear our AI chatbot missed the mark; rest assured, we are working to improve the experience. ### 36. Made it so easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2025 **What do you like best about 8x8 Contact Center?** I like the 8X8 Contact Center because I was able to speak with a help service representative to walk me through the entire process. **What do you dislike about 8x8 Contact Center?** I do not have any complaints Mohammad helped me every step of the way and took on much of the responsibility when I was having a difficult time. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We were having issues with our Ring Tree and how our incoming calls were being distributed. and he was helpful with providing information for our call logs of incoming and outgoing calls to help us manage time billing and client expectations. This helps us when we review time spent with a client as the log show dates and amount of time spent on the phone. **Official Response from Alison Stewart:** > Dear Customer, Thank you for your feedback! We’re glad you appreciate the multiple support options and quick responses from 8x8 Contact Center. We apologize for the chatbot's limitations and are working to enhance its effectiveness. Your input helps us improve our services to better meet your needs. ### 37. Best on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Peter P. | IT Generalist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2025 **What do you like best about 8x8 Contact Center?** one of the best things about the 8x8 Contact Center is its versatility and scalability. It integrates various communication channels like voice, chat, email, and social media into a single platform, which really helps improve customer experience. Plus, the analytics and reporting features are strong, allowing businesses to track performance in real-time and make data-driven decisions. The ability to adapt to different business needs and provide a seamless experience across different touchpoints is definitely a standout feature. **What do you dislike about 8x8 Contact Center?** While 8x8 Contact Center offers a lot of great features, there are a few areas where users sometimes express frustration. One common criticism is the learning curve—getting fully familiar with the platform can take some time, especially if you're new to cloud-based contact center solutions. Also, some users have mentioned that the interface, while comprehensive, can feel a bit cluttered or overwhelming when trying to access certain features quickly. Another aspect that’s occasionally pointed out is the occasional difficulty with call quality, particularly in high-volume or complex configurations. Though this varies from user to user, some have experienced issues with connectivity or call clarity. That said, these issues can often be addressed with proper setup and training, and many users find that the pros outweigh these cons once they get everything dialed in. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Many companies struggle to manage multiple communication channels (phone, chat, email, social media) separately, which can lead to fragmented customer experiences. 8x8 solves this by consolidating all channels into one platform, making it easier for agents to manage conversations seamlessly, no matter the medium. **Official Response from Alina Maxim:** > Thank you for taking the time to share your feedback, Peter! We're so glad to hear that you had enjoy using analytics and appreciate our VCC`s scalability. We appreciate your honesty on the aspects that are scope for improvement as well. We are a customer experience centric company and it is very important for us that our products are easy to use and understand. Such feedback is valuable to us; please rest assured of our commitment to improve your customer experience by making VCC`s various features and interface more user friendly. Regarding call quality issues, due to the potential complexity of such instances, we would always encourage you to reach out to the 8x8 support team for immediate assistance. ### 38. Quick and Helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Andrea L. | Hospital Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2025 **What do you like best about 8x8 Contact Center?** I can always reach someone very quickly and get the help I need. It makes my life so much easier knowing that if I need to change anything or respond to an unexpected event the contact center is there to help me navigate the program software to ensure it works for me. **What do you dislike about 8x8 Contact Center?** Like most call centers it may be difficult at times to understand accents. **What problems is 8x8 Contact Center solving and how is that benefiting you?** The business may need to close unexpectedly and I need help to correctly inform our clients and redirect them to other hospitals. **Official Response from Alison Stewart:** > Dear Andrea, Thank you for your feedback! We're glad to hear that 8x8 Contact Center provides quick and helpful support, making your operations smoother. We apologize for any difficulties you have had with our support team. Your insights are vital for us to improve our services. ### 39. Outstanding One-on-One Support Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 29, 2025 **What do you like best about 8x8 Contact Center?** one on one help, this helps you communicate the issue better **What do you dislike about 8x8 Contact Center?** one thing I dislike is that there is no direct phone. number to call, you need to go to the boot first **What problems is 8x8 Contact Center solving and how is that benefiting you?** we had an issue with the connection of our lines, having a record with the contact center help the issue fixed faster **Official Response from Alison Stewart:** > Dear Customer, thank you for sharing! We're glad our one-on-one support helped resolve your connection issues quickly. We appreciate your feedback regarding our phone access and are working to make it even easier to reach us. ### 40. Responsive, solution focused and balanced Price/Value. **Rating:** 4.5/5.0 stars **Reviewed by:** Eric W. | Senior Technical Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2025 **What do you like best about 8x8 Contact Center?** Simple to setup and deploy for customers out of the box. Includes good analytics out of the box. **What do you dislike about 8x8 Contact Center?** Lacks QM automation and integrations are not easy with their PS team. Support focus more on why not 8x8 versus working with customers to solve problem then reinforce if customer issue or other partner issue. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Resale to our business customers as a service provider **Official Response from Alison Stewart:** > Dear Eric, thank you for your honest feedback. We’re glad you find 8x8 Contact Center simple to set up with strong built-in analytics. We also appreciate your insights on integrations, QM automation, and support. Your comments help us improve, and we’re committed to making the customer experience even better. ### 41. Usage of the contact center **Rating:** 4.0/5.0 stars **Reviewed by:** Darlene D. | Cancer Prevention Associate III, Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2025 **What do you like best about 8x8 Contact Center?** Ease of use, user-friendly, help center is available in the application panel **What do you dislike about 8x8 Contact Center?** Having to do a deep search for certain answers in the help section **What problems is 8x8 Contact Center solving and how is that benefiting you?** being able to easily access and customize my reports **Official Response from Alison Stewart:** > Dear Darlene, Thank you for your feedback! We're pleased to know that you find 8x8 Contact Center easy to use and appreciate the integrated help center. We acknowledge your concerns about the depth needed for finding specific answers and are working to improve the accessibility and clarity of our help resources. Your insights on report customization benefits are invaluable for us to continue enhancing our services. ### 42. 8x8 Contact Center Review **Rating:** 5.0/5.0 stars **Reviewed by:** jeff d. | Director of Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2024 **What do you like best about 8x8 Contact Center?** It is very user friendly and from an Administrator it is very easy to support **What do you dislike about 8x8 Contact Center?** I wish the reporting was a little more customizeable than it is. **What problems is 8x8 Contact Center solving and how is that benefiting you?** It is allowing us to be more creative in how we handle the calls over our previous solution. **Official Response from Alison Stewart:** > Hi Jeff, thank you for your positive review. We appreciate your feedback regarding reporting, this will help us improve. Thank you for choosing 8x8! ### 43. 8x8 VCC Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2025 **What do you like best about 8x8 Contact Center?** Code scripting flexibility to allow multiple branches to route call to the right contact center person, before and after hours. **What do you dislike about 8x8 Contact Center?** We had issues with application freezing when we first started using it but it has improved tremendously since then. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Code if-then statements can address when a call is coming from another call center and can route the call to not hear the initial menu of options. **Official Response from Alison Stewart:** > Dear Customer, Thank you for your feedback on 8x8 Contact Center! We’re pleased to hear that you value the code scripting flexibility for efficient call routing. It's great to know the application stability has improved since you first started using it. Your insights about the benefits of if-then statements in routing enhance our understanding of your needs, helping us continue refining our services. ### 44. Reliable, insightful, capable Contact Centre Solution **Rating:** 4.5/5.0 stars **Reviewed by:** tim w. | General Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2025 **What do you like best about 8x8 Contact Center?** The analytics that assist our business with insights to our client interactions to our Service desk, in addition to the Agent workspace that been a bit hit since launch. Agent Adoption, assuming the online training resources are utilized, for which there are many. **What do you dislike about 8x8 Contact Center?** Only the timeline for cold storage retrieval, a very minor shortfall. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Visibility of why our clients are calling us, which leads us to insights that form improvements to our call handling and internal business process. That then improves our customer experiences. **Official Response from Alison Stewart:** > Dear Tim, Thank you for your feedback! We're thrilled to hear how 8x8 Contact Center's analytics and Agent Workspace have positively impacted your business. We appreciate your input on cold storage retrieval timelines. Your insights help us refine our offerings for even better customer experiences. ### 45. Improvement in Customer Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Symone H. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2025 **What do you like best about 8x8 Contact Center?** 8x8 has a user friendly platform that allows organizations to take control of their contact centers. This platform has been helpful to my organization for the past 2 years. We easily implemented the platform because we were already using 8x8 work. **What do you dislike about 8x8 Contact Center?** We experienced issues with customer support in the past but it seems as if 8x8 improved their customer service skills. The customer support that I have experienced recently has truly been helpful and the communication is great. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8X8 Contact Center is solving our telecommunications with our vendors that we have acquired. The contact center has streamlined the process of allowing us to service and take calls for multiple clients. **Official Response from Alison Stewart:** > Hi Symone, Thank you for your positive review. We are pleased to hear you find 8x8 easy to use, which has streamlined your processes. We strive to provide an excellent customer experience, and it is great to hear you have found improvement in your customer support experience. ### 46. Great Upgrade to Fuze!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2025 **What do you like best about 8x8 Contact Center?** I like the ease of implementation and use. The customer support techs are quick to answer. **What do you dislike about 8x8 Contact Center?** As of right now I do not have any dislikes for the 8x8 Contact Center. **What problems is 8x8 Contact Center solving and how is that benefiting you?** We are experiencing less missed calls now using the 8x8 contact center. **Official Response from Alison Stewart:** > Dear Customer, thank you for sharing your positive experience! We’re thrilled you find 8x8 Contact Center easy to implement and use, and that our support team has been responsive. It’s great to hear the platform is helping reduce missed calls—supporting seamless communication is exactly what we strive for every day. ### 47. Good contact centre tool **Rating:** 4.5/5.0 stars **Reviewed by:** Mayank B. | IT Support, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2025 **What do you like best about 8x8 Contact Center?** It integrates with major CRMs and ERPs. That takes the whole contact centre experience to next level **What do you dislike about 8x8 Contact Center?** Occassional glitches/ outages but support usually get that sorted quickly **What problems is 8x8 Contact Center solving and how is that benefiting you?** Providing voip service that integrates with CRM. So don’t have to use traditional handsets and can connect via laptop or computer and be on the move. **Official Response from Alison Stewart:** > Dear Mayank, Thank you for your feedback! We're glad to hear that 8x8 Contact Center's integration with major CRMs and ERPs enhances your experience. We apologize for any occasional glitches and appreciate your patience as our support team resolves them promptly. Your insights help us continue improving our services. ### 48. 8x8 Daily Use Findings **Rating:** 4.0/5.0 stars **Reviewed by:** Deanna V. | Call Center Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2024 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 is enabling the whole company not just the call center to be on one platform **Official Response from Alison Stewart:** > Hi, Deanna; thank you for your comprehensive review; it's really useful to hear your likes and dislikes about using 8x8; this will help us develop our products in the future. It's great you find 8x8 easy to set up for new agents. Thank you again for your feedback, ### 49. Good communication, fast action **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2025 **What do you like best about 8x8 Contact Center?** Fast action and quick resolution, right approach Easy end users employees trainings fast learning curve **What do you dislike about 8x8 Contact Center?** Not specific, maybe have it on more languages. **What problems is 8x8 Contact Center solving and how is that benefiting you?** Great product finished and fast implementation **Official Response from Alison Stewart:** > Dear Customer, Thank you for your feedback! We're delighted to hear that you appreciate the quick resolutions and the ease of training with 8x8 Contact Center. Your suggestion for broader language support is invaluable, and we're continuously working to enhance our offerings. We’re pleased it benefits your operations so effectively! ### 50. Proactive contact centre solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about 8x8 Contact Center?** 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. **What do you dislike about 8x8 Contact Center?** 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. **What problems is 8x8 Contact Center solving and how is that benefiting you?** It's a step up from old dialler solutions that gives us more control, and freedom to pivot to daily challenges. It solves a reporting and monitoring problem that began when hybrid working models were introduced during the pandemic. Moving from face to face management to remote was a huge challenge that 8x8 has helped us to navigate. It has become a vital management support tool that allows us to develop reasonable KPIs to drive the correct behavior amongst the team. **Official Response from Alison Stewart:** > Dear Customer, thank you for taking the time to leave a review. We are delighted that the new solutions have benefitted you. We strive to continually improve our products, so it's great to hear this has positively impacted our customers. Thank you for choosing 8x8! ## 8x8 Contact Center Discussions - [How do I listen to calls from the virtual office?](https://www.g2.com/discussions/23979-how-do-i-listen-to-calls-from-the-virtual-office) - 1 comment, 2 upvotes - [How can I get someone to help me with creating custom reports for VCC?](https://www.g2.com/discussions/how-can-i-get-someone-to-help-me-with-creating-custom-reports-for-vcc) - 1 comment, 2 upvotes - [What makes 8x8 Contact Center different than the other providers?](https://www.g2.com/discussions/what-makes-8x8-contact-center-different-than-the-other-providers) - 1 comment, 2 upvotes - [How has your overall experience been with this product?](https://www.g2.com/discussions/how-has-your-overall-experience-been-with-this-product) - 1 comment, 1 upvote - [How can the 8x8 Contact Center include usage minutes with every license?](https://www.g2.com/discussions/how-can-the-8x8-contact-center-include-usage-minutes-with-every-license) - 1 comment, 1 upvote - [View 8x8 Contact Center pricing details and edition comparison](https://www.g2.com/products/8x8-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+09%3A12%3A36+-0500&secure%5Bsession_id%5D=72daac82-9c7d-4798-9a08-0e55ae88a646&secure%5Btoken%5D=7a07cac87a2d88b3480129f80e2a4b6f8def5dc7899484cc436b565fc8528576&format=llm_user) ## 8x8 Contact Center Integrations - [1CRM](https://www.g2.com/products/1crm/reviews) - [ADFS Server Windows 2019](https://www.g2.com/products/adfs-server-windows-2019/reviews) - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Bria](https://www.g2.com/products/bria/reviews) - [Bullhorn](https://www.g2.com/products/bullhorn/reviews) - [Calabrio WFM Connector](https://www.g2.com/products/calabrio-wfm-connector/reviews) - [Cognigy.AI](https://www.g2.com/products/cognigy-ai/reviews) - [Copper](https://www.g2.com/products/copper/reviews) - [Creovai](https://www.g2.com/products/creovai/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HaloPSA](https://www.g2.com/products/halopsa/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Meltwater](https://www.g2.com/products/meltwater/reviews) - [Microsoft Azure](https://www.g2.com/products/microsoft-microsoft-azure/reviews) - [Microsoft Dynamics 365 Connector](https://www.g2.com/products/microsoft-dynamics-365-connector/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [MNET LLC](https://www.g2.com/products/mnet-llc/reviews) - [NetSuite](https://www.g2.com/products/netsuite/reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Oracle Sales Cloud](https://www.g2.com/products/oracle-sales-cloud/reviews) - [PCIPal](https://www.g2.com/products/pcipal/reviews) - [Pipedrive](https://www.g2.com/products/pipedrive/reviews) - [Redtail Technology](https://www.g2.com/products/redtail-technology/reviews) - [Regal.ai](https://www.g2.com/products/regal-ai/reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) - [Smarsh Call Recording and Analytics](https://www.g2.com/products/smarsh-call-recording-and-analytics/reviews) - [Spinsci](https://www.g2.com/products/spinsci/reviews) - [SugarCRM](https://www.g2.com/products/sugarcrm-sugarcrm/reviews) - [Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews) - [Zendesk Sunshine](https://www.g2.com/products/zendesk-sunshine/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) ## 8x8 Contact Center Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top 8x8 Contact Center Alternatives - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (590 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 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