--- title: 8x8 Contact Center Reviews meta_title: '8x8 Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 257 reviews by the users' company size, role or industry to find out how 8x8 Contact Center works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 257 scale: '5' date_modified: '2026-07-13' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # 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:** 257 ## 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 appreciate the **ease of use** of 8x8 Contact Center, benefiting from its user-friendly integrations and support. (37 reviews) - Users value the **knowledgeable and friendly support** at 8x8 Contact Center, enhancing their overall experience significantly. (26 reviews) - Users appreciate the **helpful and knowledgeable customer support** from 8x8 Contact Center, enhancing their overall experience. (24 reviews) - Users value the **ease of use and integration** of 8x8, enhancing teamwork and client service effortlessly. (19 reviews) - Users commend the **efficiency** of 8x8 Contact Center, enabling smooth workflows and effective client communication. (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 feel frustrated by the **missing features** like custom reporting, warm transfers, and insufficient quality management tools. (11 reviews) - Users experience **poor customer support** characterized by long waits, unhelpful assistance, and dropped calls. (11 reviews) - Users dislike the **inability to warm transfer calls** to different queues, complicating internal communication. (7 reviews) - Users find the **complexity of administration** overwhelming, impacting usability and creating frustration with multiple platforms. (7 reviews) - Users find **integration issues** frustrating, especially with Zoho ERP and the need for multiple platforms for calls. (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. Efficient Service with Personable Support, AI Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Sam C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2026 **What do you like best about 8x8 Contact Center?** I really like that once you get to a person at 8x8 Contact Center, I've always had a good experience. The support team is knowledgeable, very patient, and understanding. They always resolve the situation, like today, when I spoke to an individual named Nadine who was really wonderful and worked me through everything I needed to. This helps me better use the services provided. **What do you dislike about 8x8 Contact Center?** Well, I'm not a big fan of AI because I used Otto a few times and asked questions. Never got even close to what I was trying to say. And that's why I had to file a case. But Otto was unable to even address. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center helps me resolve technical issues like ringing problems and access issues due to user error or lack of knowledge. **Official Response from Alison Stewart:** > Hi Sam, A huge shoutout to Nadine and we'll make sure she knows her patience and expertise made such a difference! Your feedback on Otto is noted and we want our AI to be genuinely helpful, not a barrier to getting support. We're actively working to make that experience much better. Thank you for sharing! ### 2. 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. ### 3. Feature-Rich, Easy-to-Use Contact Center with Streamlined Onboarding and CRM Integration **Rating:** 5.0/5.0 stars **Reviewed by:** William N. | Customer Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2026 **What do you like best about 8x8 Contact Center?** 8x8 Contact Center administration is feature rich, and easy to use! Coming from Five9 - this is absolutely a superior product! Pricing is also extremely competitive, support and onboarding experiences were efficient and streamlined. **What do you dislike about 8x8 Contact Center?** The only dislike would be the minimal learning curve adapting to the new system. However, the support team at 8x8 is AWESOME! If I have a question, they are always quick to answer ensuring our system is performance is as desired/expected! **What problems is 8x8 Contact Center solving and how is that benefiting you?** All in one contact center solution which integrates with our Saleforce CRM platform! **Official Response from Alison Stewart:** > Hi William, What a fantastic endorsement and we love hearing we came out on top against Five9! Competitive pricing, smooth onboarding, and a support team that has your back every step of the way is exactly what we strive for. Thrilled the Salesforce integration is bringing it all together for your team! ### 4. 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! ### 5. 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! ### 6. 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! ### 7. 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! ### 8. 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. ### 9. Strong Support, Challenged by AI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about 8x8 Contact Center?** I like how the live agents at 8x8 Contact Center are friendly and helpful. When I get frustrated, they always say 'don't worry, I'm helping you now.' It's important for me to be able to explain the issue to a live person because AI tends to misinterpret what I'm saying. The initial setup of 8x8 Contact Center was smooth. **What do you dislike about 8x8 Contact Center?** I hate Otto. I have to trick Otto into switching me to a live agent. Otto didn't take into account that people are different with different needs. Whenever I tell Otto what I need, he gives me options that have nothing to do with my issue. I once spent 30 minutes going in circles with Otto; it kept telling me it couldn't help and sent me back to the beginning. **What problems is 8x8 Contact Center solving and how is that benefiting you?** 8x8 Contact Center resolves issues like phones not ringing, voicemail not working, and helps with adding and removing devices. **Official Response from Alison Stewart:** > Dear Customer, We're so glad our live agents have made such a positive impression, that human touch really matters! Your feedback on Otto is heard loud and clear; getting stuck in a loop for 30 minutes is genuinely frustrating and not the experience we want. We're actively working to make Otto smarter and easier to navigate to a live agent. Thank you for being so candid! ### 10. 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. ## 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-cloud-contact-center/reviews/8x8-cloud-contact-center-review-67922?section=pricing&secure%5Bexpires_at%5D=2026-07-13+08%3A01%3A12+-0500&secure%5Bsession_id%5D=3276b48f-7bdc-4dea-a9d6-eb157445fe3e&secure%5Btoken%5D=c05c90917c9740868fa1aa258d806ceac0ea7cab4e13afcaea57ed56e8ed4242&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 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) - [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/oracle-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](https://www.g2.com/products/regal/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 (599 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) - 4.4/5.0 (2,439 reviews)