8x8 Contact Center Reviews

I love the voicemail feature. Made it easy when you are on the go. And the fax feature. No need for a fax machine with that!

We had some issues with the phone system but the overall web features were great

Queue system is good, overall setup is fairly simple & can be changed to fit users needs for the most part.

Support can be hard to deal with/not understand problems properly making it hard to get things resolved.
Do not like having to have two things to use one system. One application/one website.

it was the more economic route, and the support team has been great. but the overall function and use has been abysmal.

the fact that it took 3 months to get it to successfully work with our crm, which was the whole reason we went with 8x8.

We have a quite complicated setup with several types of lines in 7 languages that are managed well with 8x8 contact center with little downtime

Quite complicated way to set up scripts and hard to copy paste in the structure so a lot of manual work to program them.

We really like the "click to dial" feature. It helped us a lot to avoid dialing to wrong numbers. The integration with our ERP system also makes it easier to control when the last call was placed to xyz customer

Not a deal breaker, but if we could choose an announcement to play during the "this call is being recorded" message, it would be great!

Reliable uptime and powerful customers service options

Complexity of setup of IVR and time to get numbers ported.

I like that 8x8 is easy to use and set up.

A few times calls have come through to your phone although you are on the phone.

One system that covers most all communication needs for the corporation.

The sharable daskboard feature is only available in the VCC and not in the VO. We would VERY MUCH Like the VCC and VO's to be comined or at a minimum to have the sharable dashboard (that is vital to the employees so that can see the true real-time status of the call center) be an option in the VO.

I like that it is always being upgraded with new features added. They seem to use the feedback given to make the product better.

Having to have both the Agent Workspace interface and 8x8 Work open for the calls to work. I do know that the beta is out where you will only need Workspace open but have not tested it yet.

It's reliable and not experienced any interruption in service. Agent Workspace is a nice upgrade.

A drag & drop scripting interface is needed.
Need to add ability to copy settings between users.
Could use better text to speach. The ability to easily use 3rd party would be nice.

Easy to use. Can easily add/manage users. Easy to change the hours and days of operations. Can alter script or messages on an as-needed basis with little difficulty.

The support is TERRIBLE. Impossible to ever get a live person. Once you reach someone level one can never fix your problem. Level 2 never contacts you back. They don't seem to have any sense of urgency. My call center has been down for DAYS and no one seemed to care. Support is BAD BAD BAD BAD.

Easy to use. Easy to use. Easy to figure out.

UCaaS Call Queue needs more features. Call Queue timeout. Other.

Voip system is good the process to be able to listen to calls

Signal depending on broadband speeds and amount of people on the broadband

Easy to use and user friendly. Easy to navigate.

The features are wonderful and the multi-functions such as Caller ID, Missed Calls, Voicemails, and faxing! The settings are easy to set up for all functions. Searching by name, departments, group. The voice message is typed out as well as recorded! For faxing- confirmations are sent with details of date and time with how many pages sent.

I have not found one thing that I do not like about 8x8 Contact Center.

The ease of use and desktop app associated with 8x8

some drop calls and random latency when logging in to the contact center. We have to clear browser cache in order to get in the contact center.

The system is very user-friendly—everything is at my fingertips.

Some of the training process. The help desk calls take too long to get the appropriate help needed.

It is easy to use and is seamless for engaging with customers in various ways of communication.

There can sometimes be issues with logging in to the software.

Easy of use, customer service and easy of access

Ability to log on, time system goes down

Someone gets back to you in a timely matter

the issue is not always fixed when they say it is fixed

Ease of use, ability to get help. Phones do not go down due to service lost

Easy to contact thru app, fast response.

It worked OK for us for nearly 10 years but was always clunky, requiring separate logins to different apps.

Customer service was worse than horrible! Always offshore call centers reading scripts. Our main line number was suddenly ringing on 1 person's extension instead of going through call distribution. Service people had no clue and gave instructions based on a different platform. They promised call backs or resolutions that never came. It went on for a WEEK of a major disruption for our business. We decided that was the last straw and switched to a different (MUCH BETTER) system. Now they want to charge us an $8,000 ransom to "buy out" the rest of our contract. What they won't tell you when you buy is clicking to accept locks you into a perpetual contract that renews every year with no provision for customers to leave even if the service is terrible.