8x8 Contact Center Reviews & Product Details

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

Product Website

Seller

8x8

Discussions

8x8 Contact Center Community

Languages Supported

German, English, French, Italian, Dutch, Spanish

Overview by

8x8

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

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8x8 Contact Center Integrations

(34)

Verified by 8x8 Contact Center

8x8 Contact Center Media

8x8 Contact Center Demo - 8x8 Smart Assist in 8x8 Agent Workspace

Real-time suggestions in 8x8 Agent Workspace.

8x8 Contact Center Demo - Meltwater Social Listening for 8x8 Contact Center

Filter by keywords and sentiment, monitor, route, and reply to social media DMs and comments on X, YouTube, Instagram, LinkedIn, and more.

8x8 Contact Center Demo - Interaction Journey Visualization

See every customer touchpoint across channels in one, easy-to-digest visualization.

8x8 Contact Center Demo - 8x8 Native Knowledge Base with Shortcuts

Agents can use the backslash symbol to surface common FAQ responses. From there, they can easily select the FAQ response to automatically paste their response.

8x8 Contact Center Demo - 8x8 Secure Pay

Customers have multiple options to make a payment, without their sensitive credit card data from entering the contact center.

8x8 Contact Center Demo - 8x8 Quality Management

Native quality management allows evaluators and supervisors to view key flags like where a customer was on hold and make quick notes with timestamps with the ability to @mention users.

The Power of You™ is here! CMO Bruno Bertini dives into the meaning of our new campaign.

We are 8x8. Power your CX ambitions.

Official Downloads

(5)

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V K.

vCIO

Small-Business (50 or fewer emp.)

11/1/2022

"XCaaS Business Contact Solution"

4/5

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’! Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

Expanding the notification sound identification system helps distinguish between general inbound notifications. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Response from Jeremiah Mercado of 8x8 Contact Center

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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!

Verified User in Luxury Goods & Jewelry

Enterprise (> 1000 emp.)

9/12/2025

"Review of our collaboration with 8x8 IVR Services"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Jonah T.

Information Technology Support Coordinator

12/8/2025

"Exceptional Support and Ease of Use"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

I didn't dislike anything specific to the Contact Center. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Lisa B.

12/5/2025

"Excellent Support Experience with 8x8 Contact Center"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Tanya L.

Quality and Training

Mid-Market (51-1000 emp.)

1/22/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"Great queue visibility, but terrible translation, clunky email, and frequent call drops"

1.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Robert W.

Owner/ Broker

Small-Business (50 or fewer emp.)

8/22/2025

"Very Helpful and Easy to Use"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Jonny R.

2/3/2026

"Transparent Communication, Quick Issue Resolution"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about 8x8 Contact Center?

The issue could have been resolved quicker. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Gina H.

Data Analytics Manager

Small-Business (50 or fewer emp.)

12/10/2025

"Essential API for Seamless Data Transfers"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Vik S.

Accounts Payable

Mid-Market (51-1000 emp.)

10/16/2025

Guest users or non-business users of the software, not included in G2 scores.

"Efficient cloud based tool to contact clients."

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.

Katherine C.

1/15/2026

"Knowledgeable Support But Long Wait Times"

4/5

What do you like best about 8x8 Contact Center?

I like the knowledgeable and friendly support agent at 8x8 Contact Center. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Alison Stewart of 8x8 Contact Center

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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.