8x8 Contact Center Reviews

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.

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.

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.

Pros

The VoIP system works really well and the process for listening back to calls is very good.

Cons

The signal quality depends on broadband speed and how many people are using the same connection.

Pros

Running a fairly complex setup with multiple line types across seven languages has been handled really well by this and downtime has been minimal.

Cons

Setting up scripts is fairly complicated and copying and pasting within the structure is difficult so programming them ends up requiring a lot of manual work.

Pros

It has been consistently reliable and the customer service features are solid and useful.

Cons

Getting numbers ported over takes longer than expected and setting up the IVR can be complicated.

Pros

Using this has been going great so far and the desktop app that comes with it is a real plus.

Cons

There are still some dropped calls and occasional random lag during login to the contact center. At times, we also have to clear the browser cache just to get access.

Pros

The app feels very easy to use and it works smoothly when engaging with customers across different communication channels.

Cons

At times, there are issues when logging in to the software.

Pros

One of the best parts is how simple it is to transfer calls through the queues. It makes the handoff feel effortless whenever one user can't answer the phone.

Cons

One thing that could be improved is the way we have to go through two clicks and menu options just to go online or switch to break. It would be much better if those buttons were placed at the top of the contact center so we could click once instead of dealing with a pop up panel on the left.

Pros

It has been very easy to use and getting help when needed is quick and simple. One thing I really appreciate is that the phones stay up and running without dropping because of service outages.

Cons

We havent faced any issues with this software.

Pros

The queue system works well and the overall setup is fairly user friendly. It can also be adjusted to match user needs for the most part which makes it pretty flexible.

Cons

Getting help from support can be frustrating because they do not always understand the issue clearly which makes resolution harder than it should be. I also do not like needing two separate components to use one system, one application and one website.