8x8 Contact Center Reviews & Product Details

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.

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.

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 I appreciated the not-outdated-looking GUI for submitting a ticket and being notified via email when my issue was resolved without having to revisit the portal.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.

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

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.

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.

ai summary documentation is a phenomenally added feature that listens to your discussion and then summarizes the entire session making a document that is ready for distribution to the participants. Review collected by and hosted on G2.com.

Certainly... The SMS feature needs to have the capability to delete a message for everyone and just for the individual user as well. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.

Fairly easy to use & when I speak with CSR I get my issues resloved. Review collected by and hosted on G2.com.

To manuver you have to know exactly what you want as 8x8 offers a lot of products/services. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It helps to interact with clients over multiple channel in a single place. Review collected by and hosted on G2.com.

The software's interface appears somewhat outdated. Review collected by and hosted on G2.com.