8x8 Contact Center

About 8x8 Contact Center
8x8 Contact Center is a complete, reliable and secure solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center makes it easy for businesses to connect and collaborate with individuals working inside and outside of the organization.
8x8 Contact Center keeps you connected to your customers from anywhere, at any time. Making changes is easy. And with an industry-first, financially backed 99.999% SLA across contact center and business communications, your contact center will continue to operate without interruption.
Key benefits of 8x8 Contact Center
8x8 Contact Center capabilities include:
- Conversational AI to deliver effective self-service experiences across all channels to resolve a wide range of customer inquiries, both simple and complex.
- Omnichannel skills-based routing for voice, web-chat, email, SMS, messaging, social media, and video elevation customer interactions
- Agent Workspace to handle all interactions through a single pane of glass
- Supervisor Workspace to manage agents and contact center performance through a single pane of glass
- AI-powered insights and automation to enable self-service
- Intelligent voice self-service
- Holistic reporting across all channels
- Visual and intuitive reports, and dashboards
- One-click access to enterprise subject matter experts
- Full PSTN replacement in 58 countries/territories
- Auto Dialer providers preview, progressive, and predictive
- Quality Management and coaching
- Workforce management
- Speech and Text Analytics
- Interaction journey analytics
- Performance management
- Post call surveys
- Integrations with leading CRM apps such as Salesforce, Microsoft Dynamics, Zendesk, and 20 others
- Dynamic integration framework
- Open APIs and developer program
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Reviews
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- Industry: Building Materials
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Well rounded program
Reviewed on 2019/07/29
Pros
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!
Cons
We had some issues with the phone system but the overall web features were great
- Industry: Utilities
- Company size: 201–500 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Room for improvement, but overall good
Reviewed on 2024/07/26
Pros
Queue system is good, overall setup is fairly simple & can be changed to fit users needs for the most part.
Cons
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.
Response from 8X8
Hi Layne, thank you for taking the time to leave an honest review, we appreciate your feedback. We're pleased you find it overall good and take on board your comments for the areas of improvement.
- Industry: Staffing & Recruiting
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great product
Reviewed on 2025/01/10
the layout really easy to navigate really great product
the layout really easy to navigate really great product
Pros
Voip system is good the process to be able to listen to calls
Cons
Signal depending on broadband speeds and amount of people on the broadband
Response from 8X8
Hi Emma, thank you for your review. We are delighted you are having an excellent experience with 8x8!
- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
not the best, maybe the cheapest
Reviewed on 2024/03/12
definitely have had highs and lows. the support team has been nice and pleasant, but the issues...
definitely have had highs and lows. the support team has been nice and pleasant, but the issues have felt continuous and as soon as one issue is resolved, another pops up.
Pros
it was the more economic route, and the support team has been great. but the overall function and use has been abysmal.
Cons
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.
Response from 8X8
Thank you for taking the time to share your feedback with us. We truly appreciate hearing about your experience, and we're sorry to hear that it wasn't entirely positive.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
powerful tool for calls that almost never is down
Reviewed on 2024/11/21
very positive. We have also a very qualified expert on the system in our company that can help out...
very positive. We have also a very qualified expert on the system in our company that can help out on short notice if changes need to be made.
Pros
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
Cons
Quite complicated way to set up scripts and hard to copy paste in the structure so a lot of manual work to program them.
Response from 8X8
Dear Wannes, thank you for taking time to leave a review. We are delighted you are having a positive experience with 8x8 and your set up has been supported with little downtime. Also we'd like to thank you for your suggestions for improvement.
8x8 Contact Center FAQs
Below are some frequently asked questions for 8x8 Contact Center.Q. What type of pricing plans does 8x8 Contact Center offer?
8x8 Contact Center offers the following pricing plans:
- Pricing model: Subscription
- Free Trial: Not Available
Speak with an expert for the best pricing
Q. Who are the typical users of 8x8 Contact Center?
8x8 Contact Center has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does 8x8 Contact Center support?
8x8 Contact Center supports the following languages:
English
Q. Does 8x8 Contact Center support mobile devices?
8x8 Contact Center supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does 8x8 Contact Center integrate with?
8x8 Contact Center integrates with the following applications:
Microsoft Teams, Zendesk Suite
Q. What level of support does 8x8 Contact Center offer?
8x8 Contact Center offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat
Related categories
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