8x8 Contact Center
Last Updated
Overview
8x8 Contact Center helps teams manage customer interactions across multiple channels. While advanced configuration options may vary by deployment, it supports efficient contact center operations. Overall, it is suitable for mid-sized to large organizations and contact center teams focused on consistent, scalable customer experience management.
8x8 Contact Center Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Reporting and Analytics
- CRM Integration
8x8 Contact Center Features
Omnichannel Routing
This feature enables organizations to deliver personalized service across voice and digital channels from a unified routing system. It helps ensure customer interactions are directed to the most appropriate destination based on context. As a result, teams can respond faster while maintaining consistent communication experiences.
Intuitive Workspaces
The platform provides workspaces designed for agents and supervisors with simplified workflows and real-time insights. These workspaces support daily contact center tasks through a single, structured interface. They also allow teams to manage interactions and oversight more efficiently.
Analytics
The software offers analytics capabilities that bring together unified data, sentiment analysis, and coaching insights. These tools support informed decision-making and performance monitoring across contact center operations. Teams can use this information to take timely and data-driven actions.
Proactive Messaging
This feature allows organizations to engage customers through one-to-many messaging approaches. It supports outbound communication that helps maintain engagement beyond reactive support scenarios. This approach enables teams to reach audiences efficiently while staying aligned with contact center workflows.
Agent Assist
This feature supports agents by reducing after-call work and promoting consistency across interactions. It uses AI-powered assistance to help maintain context during customer conversations. As a result, agents can focus more on interaction quality and resolution.
Pros And Cons of 8x8 Contact Center
Pros
Reliable call quality across channels
Scales well for growing contact centers
Strong omnichannel interaction handling
Cons
Interface can feel complex initially
Reporting customization is limited
8x8 Contact Center Reviews
Total 11 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars55%
4
Stars45%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Government Administration, N/A employees
More than a year
“highly customizable interface”
Pros
The interface customization is pretty powerful and it's fairly easy to search through even if the UI isn't the most pleasant to look at.
Cons
At times, there are random glitches and service outages that are hard to explain and they often seem to happen around product updates that can roll out with very little notice.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
8
Civic & Social Organization, N/A employees
More than a year
“huge variety of calling options”
Pros
Having a separate phone number is really useful and I also appreciate being able to place calls using an agency callback number whenever I need to.
Cons
The way the mobile app manages group texts is frustrating and there are times when calls or messages either do not go through or I never get a notification.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Insurance, N/A employees
Less than 6 months
“quick calls and messaging”
Pros
Using the 8x8 app, I can contact clients anytime, save their numbers and then call or message them whenever I need to. It's fast, simple and very convenient to use.
Cons
Honestly I don't have any complaints about this app. It works without giving me any trouble at all and having the option to download it on my phone makes it even more convenient.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Frequently Asked Questions
What language does 8x8 Contact Center support?
8x8 Contact Center primarily supports the English language.
What level of support does 8x8 Contact Center offer?
8x8 Contact Center offers support through phone, 8x8 Community, 8x8 University, and an online contact form.
Who are the typical users of 8x8 Contact Center?
8x8 Contact Center features are used by organizations across a wide range of industries and sectors, including financial, retail, and information technology.
Does 8x8 Contact Center have a mobile app?
Yes, 8x8 Contact Center offers a dedicated mobile app.
What types of pricing plans does 8x8 Contact Center offer?
The vendor offers four customizable 8x8 Contact Center price plans: Contact Center, CX Beyond the Contact Center, Communications APIs, and Unified Communications. Get a detailed 8x8 Contact Center cost breakdown tailored to your specific requirements.
Does 8x8 Contact Center offer an API?
Yes, 8x8 Contact Center offers an API.
What other apps does 8x8 Contact Center integrate with?
8x8 Contact Center with multiple systems and platforms, including Calabrio, Salesforce, ServiceNow, Pipedrive, and Balto.