Virtual Contact Center by 8x8 Software


 

For small to midsized call centers seeking a comprehensive hosted solution, 8x8 Virtual Contact Center offers an agile contact center system.

In addition to call center functionality, this solution also supports other popular interaction mediums: voicemail, email, web callback, web chat and more, all accessible from an interface that is entirely browser-based.

Its cloud-based architecture can support agents regardless of their location. It also integrates directly with several leading customer relationship management (CRMs) and can be configured to interface with other enterprise applications. 

The universal queue assigns interactions via skill-based routing. This directs customers to agents with the correct skill set, reducing transfers. Call center operations can be monitored in real time, with historical data accessible for metrics analysis.

With IVR, CTI and voice recording and logging, call centers remain on the leading edge of technology necessary to a successful center.

 

Virtual Contact Center by 8x8 - Home
 
  • Virtual Contact Center by 8x8 - Home
    Home
  • Virtual Contact Center by 8x8 - Agent service dashboard
    Agent service dashboard
  • Virtual Contact Center by 8x8 - Queue dashboard
    Queue dashboard
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

19 Reviews of Virtual Contact Center by 8x8

Showing 1-19 of 19

 

from RingLead, Inc.
Specialty: 3rd Party Logistics

Best By Far!!!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I love that there are so many features. There are all the standard stuff such as Call Waiting, Conference Calling, ect... it also gives you the ability to run detailed reports on all of your reps. Best feature I've seen to date!

Likes Least

Nothing, you guys are doing great! I don't think you need to change a thing. Can't wait to see what you roll out next!

Recommendations

Check out the reporting feature. It really is a game changer. It gives you the ability to keep a very accurate account of all your reps dials and connections as well as the time spent on each call.

 

from RingLead
Specialty: 3rd Party Logistics

Account Executive

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

I like the fact that it is a very smooth transition when I travel. What I mean is that I am able to use my desk phone, VOIP via the computer and the 8x8 App on my iPhone when I am traveling and have not experienced any issues.

Likes Least

I have to say that overall I am ver impressed with the product. I don't have any real issues with it.

Recommendations

Make sure you take advantage of the google chrome plug-in Click-to-Dial for 8x8 because it will change your life!

 

from RingLead
Specialty: 3rd Party Logistics

8x8 Review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

The click to dial is cool and convenient. Our BDR's record their calls too and we do training off of that.

Likes Least

Sometimes the voice quality isn't great. The reports we run on number of dials isn't always accurate.

Recommendations

Check out the click to dial and the desktop version. I like how it let's me quickly search all the extensions of my other colleagues

 

from Oregon Human Development Organization
Specialty: 3rd Party Logistics

Contact Center Review via Non Profits

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

It's virtual - so software based and accessible via the web and it's portal.

Likes Least

Support is great and would suggest the support team be designated on the home page so we call the right number

Recommendations

Ensure your team can take advantage of the features offered.

 

from RingLead
Specialty: 3rd Party Logistics

SoftPhones for Sales

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

Likes Best

The ability to use the phone app hand in hand with the desktop application has been convenient for when working on the road

Likes Least

I have had a great experience thus far with 8x8 and continue to reap the benefits of using their amazing service

Recommendations

Make sure to find a provider with quality softphone connection and 24/7 access to support to fix issues on the fly

 

from Peacey Systems
Specialty: 3rd Party Logistics

Virtual Contact Center

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

the ZenDesk integration has been hugely successful. Also our accounts rep is phenomenal to work with.

Likes Least

Cost, the cost per month is not cheap. That said the product is excellent and we highly recommend it. I would recommend some plans to help companies like our, some tiers, to bring our per line cost down.

Most importantly, for remote staff - DO NOT RECOMMEND THE SOFTWARE CLIENT - get everyone a hardwired phone, the software client and USB headset model is not anywhere near as reliable and everyone should let customers know that. Don't pretend its even half as good as a desk top phone that is fantasy. We dropped tons of calls and after losing a major account put everyone on desktop phones and have had very little issues since.

Recommendations

They should absolutely try it, 8x8x is a great product and we highly recommend it

 

from Thrive Senior Living
Specialty: 3rd Party Logistics

Awesome Product

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Great customer service. Friendly dashboard. Frequent Updates to the software. Seamless userbility

Likes Least

User friendly. Robust functionality. Less expensive than comproble products. Multiple features on a simple platform.

Recommendations

Price point of 8x8 compared to total cost of multiple vendors needed to replicate the &x8 platform.

 

from Motivis Learning
Specialty: 3rd Party Logistics

Best contact center solution for those looking to gain that "Edge"

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The product is the best contact center solution ive used and i've used plenty. I've implemented this solution at 2 different companies managing over 10,000 in/out bound calls per month and not an issue. Ive integrated it with Salesforce and Zendesk to manage and track call interactions and send customer satisfaction surveys and it was the cleanest integration of them all. I love the fact that this vendor above all others has a robust ACD visible on the agent desktop providing instant visibility at the agent level on whats going on in the call queues - creating that at the desk urgency needed to manage calls with the visibility agents need. Its all preserved nicely in the salesforce and zendesk integrations.

Likes Least

Not a huge fan of the native reporting but since i integrated it with my CRMs (salesforce) i have all that data stored there - so it was never a show stopper.

Recommendations

When evaluating solutions keep in mind the AGENT experience is the most important. Your agents need a simple tool with visibility that you have - not a simple push/click interface or CTI you get with others. Your agents are your engine - give them the most robust tool there is - 8x8 does that. Also everyone says they integrate with Salesforce - but i've been administrating salesforce for 14 years and everyone else only has a cheap CTI integration with clunky experience. 8x8 provides the best Salesforce integration out there and preserves exactly what is great about its Agent desktop. Oh and if you arent integrating with a CRM by now...you're missing out on alot of functionality that will set you apart in customer experience and satisfaction.

 

from Wolfe Trax Enterprises
Specialty: Retail

Virtual Contact Center Survey

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

We have found it easily handles our required business tasks.

Likes Least

Being a relatively new user of this product, we have not found anything we consider negative so far.

Recommendations

To date, our initial uses of this software has more than met our expectations for our needs.

 

from Xerox
Specialty: Software / IT

Solid VOIP Provider!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

They have reliable service and support that is responsive when necessary.

Likes Least

There's nothing to report at this time. It's a great product with great support.

Recommendations

Be sure to kick the tires and shop around for the best solution to meet your needs and price constraints.

 

from RichtechNYC
Specialty: Other

Great service. We love it!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It's a great service with cheap prices.

Likes Least

There's nothing to dislike. Everything is great!

Recommendations

I would recommend choosing this one! It's the best and easiest to use.

 

from Techfreaks
Specialty: Software / IT

Great business VoIP software/product

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

There are tons of features. We don't have to place customers on hold anymore. The customer service reps are fast and courteous.

Likes Least

At this point, we have had the product up and running for a while without any issues.

Recommendations

Call customer service immediately if you have any problems.

 

from DsBx
Specialty: Accounting

VoIP Phone Service Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Their customer support has been very helpful.

Likes Least

It was hard to set up alone, but support was helpful.

Recommendations

Be sure to compare prices, connection types, and user functionality.

 

from Boy Scouts
Specialty: Software / IT

8x8 Inc. VoIp Phone Service

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It's awesome software. They have great customer service.

Likes Least

There's nothing I dislike. Everything is awesome!

Recommendations

Try it and you will like it!

 

from Cablevision
Specialty: Telecommunications

Excellent quality all around

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

I like the clarity and ease of use.

Likes Least

There's nothing I dislike about the product or vendor.

Recommendations

Shop around. Then come back to the best.

 

from Tutor
Specialty: Education

Good timely service

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

Service was always prompt and very helpful. Representatives were always ready and willing to help with all problems and kept their patience.

Likes Least

It took a while to get in contact with an actual service representative.

Recommendations

If you work in a service industry, this product is definitely worth your while. It'll save you great time and effort.

 

from shengli
Specialty: Construction

Reliable product

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

It's an affordable, reliable product. Setting up the service is good.

Likes Least

Buy the VoIP box; I want to use the current one.

Recommendations

I want to use the VoIP with the obi110 voip box.

 

from Mustard Creek
Specialty: Accounting

Best VoIP service around!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

We used 8x8 at my previous employer and never had any issues with call quality or service. My new employer utilizes a different service at the moment, and I have to say that you don't know how great they are until you have something else. Needless to say, I will be an 8x8 customer again soon!

Likes Least

There's nothing I like least about them. They are great!

Recommendations

The sales team was amazing with helping us figure out what we needed for our call center. Give them a call and give it a try!

 

from UGA
Specialty: Other

Knowledgable and Fast Setup

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

They are very knowledgeable, and the account setup is super fast.

Likes Least

The VoIP softphone didn't meet all of our needs. We had a very specific set of needs that the VoIP softphone couldn't do. This in no way was a shortcoming from 8x8, though.

Recommendations

Give it a try. The team at 8x8 will be able to help you with a lot of questions you may have with going to a VoIP system. I learned a lot!

 
 
Write a Review