Contact Center Reviews & Product Details

I like the fact that I am fully in control . Unlike with our previous system where everything had to go through Customer Support, with 8x8 I can do it all myself. The reporting is much more consolidated compared to other systems where you are given 14 report options where 4 can do. I like that I was able to enable direct extension dialing which is something all call centers should have. I also like that I have the ability to set up an entire call center myself with routing options, custom hold music and messaging, menu options, call back options, direct dials, and much more. I can also set a call to route and overflow to agents, queues, voicemails, and continue to set rules way beyond that. I really do get full autonomy with 8x8. This is something that I wanted as compared to having to call in for everything request. Review collected by and hosted on G2.com.

My only dislike so far is that the Call Center system and phone system are separate. Meaning they both have different extensions and numbers. I also wish I had the option to have the system memorize certain numbers that have been dialed by agents when enabling call backs. Those are my only complaints with 8x8 really as of now. Review collected by and hosted on G2.com.

8x8 Contact Center is easy to set up. We have agents worldwide and we can easily set up their accounts with test calls within 15 minutes. I love we can have a new hire and within 15 minutes get the new hire on the phone. Review collected by and hosted on G2.com.

There are many times we need to delete our profile and reset because the connection is lost and our profiles are no longer recognized. Review collected by and hosted on G2.com.

The fact that it works. It's all I could really ask for. Review collected by and hosted on G2.com.

Almost everything. From the application to the customer service. WAY more bads than goods in my opinion. The application is just bad. It will constantly have new bugs, crashing issues, calls not even connecting and for some reason you need the VCC AND THE VO open to have you calls recorded. A lot of it just doesn't make sense. The customer service is the worst part. The company I work for has around 200 employees working. In the beginning the service was great and do not get me wrong, there are a handful of great high tiered rep's however the lower tiered reps just seem to not care about leaving the consumer happy. They take days, sometimes up to a week to get to a ticket that should only take about 5 minutes to clear out. We have had to let go of a few employees because we cannot get their accounts set up normally because of something on the back end. They LOVE calling during hours that weren't asked for (2AM??), and CALLING when requesting an EMAIL. They never fail when it comes to those two. Review collected by and hosted on G2.com.

I really like all the different features. The ease of setting up the queues once you learn the nuances, and being able to change them on the fly. I can have different queues and still share the same script. Setting up Users, Groups and assigning them to queues is one of the best parts. I also like how easy it was to setup Chat, and introduce it to the Agents. Review collected by and hosted on G2.com.

Contact Center is a little complex, and there is definitely a learning curve. It could more intuitive. Review collected by and hosted on G2.com.

Overall 8x8 call quality and core functionality is very good. The ability to have call cues, realtime monitoring and callback options for our customers works as designed and has been very stable. Review collected by and hosted on G2.com.

1. Billing- getting clarification on charges is an exercise in frustration with one rep passing you to another rep who then passes you back to the original rep who tells you they put in a support ticket for someone to call you back who never does.

2. Contracts- 8x8 has pricing contracts that expire and your pricing reverts to "list price" unless you make it known that you will look elsewhere if you go to list price. Very tedious and transactional in their business dealings.

3. Backend software interface is very long in the tooth. Chat add on looks like it's circa 2005. Email system for emailing within the system is also lacking. Review collected by and hosted on G2.com.

I did not like any of it. I will explain below Review collected by and hosted on G2.com.

I had a very hard time finding any way to contact 8X8 through my sign in/account and then when I did find it, it was confusing on how to report a problem. I finally reported the problem and then 2 days later I received an email telling me they were waiting for a response when what I did was report the problem and needed them to contact me. I asked someone to call me and they said they tried twice and there was no answer, which was not true because I answer the switchboard and while they did call twice they did not answer me at all and hung up. it was a lot of back and forth, me saying again and again what the issue was and no one responding on the issue or how it was resolved if it was. The issue finally just started working but we still have on and off problems with the incoming faxes. Review collected by and hosted on G2.com.

I have never been in contact with a support team that has the amount of patience that 8x8 does. Even when the issue takes the call to after hours, they still took the time to find a resolution. The level of patience is also shown by their response while on the call. Review collected by and hosted on G2.com.

There might be miscommunications at times where it would be difficult to understand each other. However, that gets clarified quickly. Review collected by and hosted on G2.com.

THE MOST HELPFUL THING ABOUT USING CONTACT CENTER IS IT IS EFFECTIVE. ONCE YOU TAKE THE TIME TO SEE WHAT THE CONTACT CENTER HAS TO OFFER IT WILL DEFINITELY PROVIDE YOU WITH TOOLS TO RUN AN EFFECTIVE CALL CENTER. I WORK IN A DEPT WHERE WE ARE CONSTANTLY REVIEWING CALLS AND EVALUATING OUR REPS ON ACCURACY AND CONTENT. CONTACT CENTER MAKES IT VERY EASY TO DO THAT SO THAT WE CAN MAKE SURE WE GET THE BEST EVALUATION. THE UPSIDES ARE THAT IT IS VERY HELPING WHEN WE NEED TO RETRIEVE A CALL OR SEE HOW THE CALL WAS HANDLED THRU A SERIES OF REPS IN OUR CALL CENTER. CHECK THE FLOW OF CALLS AS WELL AS ALL INFORMATION NEEDED. Review collected by and hosted on G2.com.

WHAT IS DISLIKED ABOUT THE CONTACT CENTER IS THAT SOME OF THE FUNCTIONS ARE NOT EASILY ACCESSIBLE. YOU HAVE TO KIND OF SEARCH FOR THEM A BIT. MOST TIMES YOU ARE LOOKING FOR CERTAIN THINGS TO DO AND THEY MIGHT BE RIGHT IN FRONT OF YOU. IT IS IMPORTANT TO REVIEW ALL THE POSSIBILITIES REFLECTED. THE CONTACT CENTER IS FULL OF KNOWLEDGE BUT CAN BE HARD TO FIND AT TIMES. SOMETIMES IT WILL ALSO UPDATE WITHOUT YOU KNOWING AND THEN YOU CANNOT FIND THE ORIGINAL TASKS THAT YOU COMPLETED OR RESOLVED BEFORE Review collected by and hosted on G2.com.

what I like best about the contact center is the playbacks, its easy to navigate and the coaching. My manager can manage my calls and give me good feedback. I like how they can also listen to live calls also so just in case I need a little help they will be able to listen and give good advice. Review collected by and hosted on G2.com.

what I don't like is when it keep logging me out and sometimes there is a glitch where I cant answer the phone, also I don't like that I have to have 2 different links up for it to work. Sometimes the calls don't come in but its not all the time. sometimes the call don't wanna come through my headset bu there is a button for that as well. Review collected by and hosted on G2.com.

I love that when phone calls come through you can see the caller ID information and the transferring system. This service really takes the confusion out of transferring calls and making sure the customer gets to the recipient. Review collected by and hosted on G2.com.

The only thing I don't like is if the 8x8 app isn't open the calls will automatically answer and then drop. As long as I remember to open the app as well as the website I'm fine. I also do not like that we cannot view the history of all the previous calls we've had. Review collected by and hosted on G2.com.

The ability to make changes on the fly when we need to and want to test new scripts, we use it for our internal IT department and we've been able to customize it enough to where it works for us best. It does have good general reporting for different departments. Review collected by and hosted on G2.com.

We cannot create the customized reports that we want and we are having trouble in transferring calls and picking up transferred calls. Transferring calls has always been an issue for us and it has gotten better with some updates made to VCC but we still have a hard time occasionally when it does not work. Review collected by and hosted on G2.com.

I really like the fact I that it is very easy to use. I can monitor the calls of my team so I can provide them with very detailed feedback. It's also helpful because the information it's categorized, and you can access it any time with no problem. The calls are very clear, I don't have any issues hearing the customer out, and my customer haven't had any issues hearing me out either. Review collected by and hosted on G2.com.

I dislike the fact you have to have the web site and the app opened at the same time, and if you close the app by accident, you won't be able to get calls. Sometimes we have issues trying to connect to the web site, but it's very rare that that happens. Review collected by and hosted on G2.com.

The auto-attendant is my favorite part. In the startup world, you may not have a ton of users and might not need to set up a full-on IVR, which can be a pain. The auto-attendant gives you similar functionality but with a maybe 5 minute setup time! Review collected by and hosted on G2.com.

At this time I don't have anything that I really dislike. I have worked with a few of the top VOIP software providers and 8x8 is by far the easiest with the best interface. Review collected by and hosted on G2.com.

i love the versatility of 8x8 as a service, it allows for so many options to communicate with phone, text, and now even screen sharing and video conference. Review collected by and hosted on G2.com.

only thing to dislike is that when 8x8 is down then your companys phones are down, theyre very good however at getting the service back up and running. this problem is one any cloud service can have. Review collected by and hosted on G2.com.

Provides lots of information and reports, clear snapshots of what took place during a call, easy to understand call flow charts, queue management and agent management are very user-friendly, the join call and "start agent whisper" features are very cool and helpful when monitoring and training new staff members. I can be at my desk working and listening to a new employee on a call and help them give out correct information if they are stuck on a question. Or, be able to immediately jump on a call that is escalated and take care of the situation in the moment. Review collected by and hosted on G2.com.

Playback doesn't work without downloading, reports can be repetitive, filters can be more direct and have better options of what we're trying to look for VS having to go through 5 different reports to figure it out. There isn't a report to show time on status. For example, "work offline" and "break" have so many different classifications but there isn't a report to show which of those specific statuses an agent has been on and for the amount of time. For "work offline", there is an option for "follow up" but there isn't a report to show how long an agent has been in the "follow up" status. It would only show the general categories and how long an agent has been in each status category. I also don't like that the call calls coming from the VO are not recorded. Only calls that come through the VCC are recorded. Review collected by and hosted on G2.com.

Easily swap extensions to work from various locations without the need for a ticket. View queue status directly in the app. Pre-formatted reports are detailed and loaded with great information. Easily access recorded calls to use for coaching, team calibrations, and general quality analysis. Multi-platform support has made it far easier to incorporate additional customer queues, as well, and opened new avenues for our support team to deliver fresh support products for our clients. Review collected by and hosted on G2.com.

Cannot rearrange or prioritize queues status info to maximize effectiveness. No customizable reports to better track internal metrics and OKRs. I run our call center stats and currently manually edit the larger reports that contain the information I need to be able to compile usable stats for our teams. It would be useful to be able to create my own reports with customizable fields. As of the moment, the only way to do this is on a high-level view through the Business Analytics tool inside of 8x8 Lightning. Review collected by and hosted on G2.com.

It sounds silly, but what I like best is that it reliably works. It does what we ask it to do... everytime. Even more so now as more and more of us are working from home, we are able to seamlessly communicate with our clients. Review collected by and hosted on G2.com.

Low level customer support is a bit neglectful. But your rep will always be quick to assist and responsive. Review collected by and hosted on G2.com.

I like the ability to change the contact type to either your desk phone, and extension or your personal cell phone if you were to need to work from home. The upside is how quick a customers issue can be resolved from start to finish by autopopulating in salesforce. It a very seamless process. Review collected by and hosted on G2.com.

As of right now I can't think of anything least helpful. My experience is small, but I am happy with it so far. If anything I would say the way it pops on the screen. It tends to get in the way. I honestly can't say anything that I dislike. Review collected by and hosted on G2.com.

I appreciate Contact Center auto-populating information for incoming calls to be aware of who is calling from what Institution. I also enjoy the ease of routing calls to devices or phone extensions. The queue management system works pretty well being able to see who is online and available to take calls. Being able to work offline or specify why you are going offline is also a bonus. Review collected by and hosted on G2.com.

I dislike that at times I will logout of Salesforce and still be logged into Command Center. Sometimes I am unable to load Command Center and have to clear my cookies and cache. Other than those few issues I would say the Contact Center functions well. Review collected by and hosted on G2.com.

It is easy to use and understand, nice that is shows everyone in the queue in realtime. The pop up is also easy to navigate and access making everyday workplace functions easy. It is also nice that calls can be listened to for training/review purposes - you can grade the calls and review, as well as send the results to the representative so they can better understand what they need to approve. The call recording and review is also nice in case a representative receives a bad call score from the customer we can go in and listen as well as call back the customer. Review collected by and hosted on G2.com.

It lags between taking a call and showing in the queue, it also throws an error everytime there is an outbound call. The pop ups with calls sometimes pulls up the wrong users even when the numbers are different making us take extra steps to locate the right person that is calling in our system. However the issues we are having do not interfere with anything they are just irritating. Review collected by and hosted on G2.com.

The Contact Center allows a seamless experience from our phones to the computer, giving us detailed information on the caller before even answering the phone. Being able to simply glance at the side of the screen and know who I'm speaking with and what about is a huge advantage. Review collected by and hosted on G2.com.

I occasionally have issues with connectivity, where I am randomly logged out or told that my connection is interrupted. Also, using 8x8 in conjunction with Salesforce, sometimes there are integration issues. Other than that, I have had a rather fantastic experience with 8x8. Review collected by and hosted on G2.com.

I like the simplicity the best. It is very user friendly. It has been simple to use when trying to work quickly with customers. It also shows me who on my team is on or away. This is good if I need to know who is available. I have only had a couple issues with this not working in the few months that I have used this tool. Overall it has been very helpful in doing my job. I have never used this system before so I had to get used to it. But again it didn't take long to get used to and once I did get used to it it has been helpful. The process was seemless. I am happy with my day to day use of this product. There are many benefits on Contact Center. It is very user friendly and shows alot of information. The ease of this product will help anyone in a role that could use this. I have had to transfer or merge conversations plenty of times and every-time was easy and painless. I like how it shows other users. This helps someone who relies heavily in a team environment. The over all design of this product helps us everyday assist our customers which makes them happy and our business does better. Review collected by and hosted on G2.com.

I did dislike the set up at first, but once I got used to it, it has been very helpful. There has been a few times with issues but other than that I have not disliked the service. Review collected by and hosted on G2.com.

A feature that I like about the Contac center is the option to be able to monitor calls and the ability to run internal reports through the system. Review collected by and hosted on G2.com.

I don't like the fact that we must login to two separate systems the Virtual Contact Center and the Virtual Office, that is something that sometimes employees forget to log in to the Virtual office and calls don't come thru properly. Review collected by and hosted on G2.com.