Virtual Contact Center by 8x8 Software


Virtual Contact Center by 8x8 is a cloud-based call center solution for small to midsized businesses. In addition to call center functionality, this solution also supports other interaction mediums such as voicemail, email, web callback, web chat and more.

Virtual Contact Center offers a universal queue feature that 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.

Virtual Contact Center provides Personal Agent Connect feature that helps to build a relationship between agents and customers. The solution enables agents to share their contact number with customers in order to resolve tickets. It also offers other call center functionalities such as IVR, CTI and voice recording and logging.

Virtual Contact Center offers integration with customer relationship management (CRMs) solution and can be configured to interface with other enterprise applications. 



150 Reviews of Virtual Contact Center by 8x8

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 150 reviews

December 2018

Christine from Tiger Construction, Ltd

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Great Product!

Overall its a great virtual office product. I can't think of anything functionally wrong with it.

Pros

I like that I can see who is calling my phone from my computer screen without turning my head! I love that VM's go to my e-mail.

Cons

I wish that there were more options for the ringtone on the computer module.

November 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Great "new age" phone system

Pros

Ability to use on both cell phones and office phones, ability to send and receive text messages, total portability.

Cons

Need to continually login can be a pain when you're not using the software on a regular basis.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Been a while but it was great when we had it

Pros

Easy to use, fast, clean interface that I enjoyed using

Cons

Not many. Overall for what we needed at the time it was robust

November 2018

Aaron from TurnKey Vacation Rentals

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

November 2018

It works, but could use some updates

Pros

The mobile app is a great offering. Integrates with Salesforce.

Cons

running reports could be easier. Call status for the team needs work.

November 2018

Vasiliy from Luxoft

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Excellent program for effective work

Pros

The program will be a great helper for any manager of a large enterprise. With its help, I can easily compile tables and graphs, rationalize the costs of working time and set tasks commensurate with their experience and qualifications for employees, and also monitor their implementation.

Cons

Too complicated system of building a project, you need a long time to understand all the nuances of the program. But having spent this time once, I did not regret it at all. Thanks to the implementation of the application in the workflow, the results of these efforts will be thanked by a multiple increase in performance.

November 2018

Rhett from Western Wyoming Community College

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

November 2018

8x8 SysAdmin Overview

7 out of 10. For the cost and ease of use it is fine.

Pros

Once you get used to the menu's it is pretty easy. Updates fast and I have had no real problems. The only problems is I have had configuration errors and that was because I wasn't looking at all the menus.

Cons

Not everything is set in the extensions. You have to look at all of the menus for user configuration. You might set a user profile but a old person is still showing up on the phone. Go check the User profiles and get the end user to reboot the phone.

We have had some problems with conference phones. Getting support to update the firmware has generally fixed the issues.

October 2018

Ronda from Clinical SCORE

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

5 of 5

October 2018

Almost there

We are a small, mostly mobile company, so the ability to be seen as a cohesive unit is a great value proposition for us. Be warned to know when your anniversary date on your contract is, they will roll it over without warning and you cannot change it until the anniversary date.

Pros

The option for our associates to work from anywhere and seem to the client like they are at the office is key and is one of the BEST features about this software.

Cons

The setup is relatively easy, but the costs associated are not easily communicated to the business.

October 2018

Filip from Dr Edwards LLC

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Using 8x8

Pros

Very versatile platform and features that are just perfect for a start-up or existing business. I've used the mobile app overseas without any issues and I'd highly recommend them.

Cons

sometimes (and it did happen) the phones that we've ordered failed within several months but they were replaced promptly. It's worth to invest in a better phone.

October 2018

Gina from Feast, inc.

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

2 of 5

Functionality

5 of 5

October 2018

Decent product but lacks quality customer service

Pros

While I can’t say there is anything standout about this software, it works well for its purpose and always delivers the expected results.

Cons

My team has consistently reported non-responses or incredibly slow or unhelpful responses from the customer support team which seems to be disconnected completely from the tech and IT team.

October 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

8x8 Virtual Office

Pros

Super-easy integration with VoIP service provider, lots of different functions and tools for customization of utilization.

Cons

Can get a little too technical sometimes, which can lead to lots of confusion for the novice user.

October 2018

Fred from Bridgepoint Technologies

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

4 of 5

October 2018

Decent VoIP and Apps but bad customer support

Pros

8x8's app and VoIP platform is actually pretty good and cost effective

Cons

Terrible customer support and sales staff. As soon as the solution was installed and billing started, the support disappeared.

October 2018

Kody from Wisdom Teeth Guys

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

October 2018

8x8 gets the job done

Pros

8x8 allows us to make calls to our customers. Their reporting is very easy to read.

Cons

Pricing is expensive and it is hard to scale as the company grows.

September 2018

Angela from Kunz Law

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

4 of 5

September 2018

Decent Service, Terrible Customer Service

It's pretty sad when the call center you contact for service can't get in touch with your account rep or his supervisor for over a week.

Pros

Decent service for internet calling. Web application is fairly easy to navigate unless you're looking for customer service or tech support.

Cons

Customer service/tech support department don't communicate with each other and so one doesn't know what the other is doing or has done. Sales Rep/Account Manager is very, very hard to get in touch with but that is who I am always directed to call...

September 2018

JOE from FineArtsMatter

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

September 2018

Slow, mediocre iphone integration

Pros

It's nice to have an "office" line on my mobile from which I can also text.

Cons

It does not seem to integrate well with the iphone. I seem to miss a lot of calls. Or it will ring once and go to voicemail. Also, it randomly logs me out and I don't know it so I'll open it and realize I've missed a bunch of calls.

September 2018

Cosmin from Computer Networking

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

5 of 5

September 2018

This is a great cloud telefony service

This is a great cloud-based call-centre service and most of the things are working fine.

Pros

- cloud-based
- good web interface
- very good android app
- great call quality

Cons

- on macOS, the softphone somehow changes the audio driver settings and when the app is running the sound quality through the headset is really bad systemwide (Spotify, Youtube)
- there is no way to forward calls through the headphone (you must use the webpage or the softphone for that)
- on the hard-phone from time to time the line gets disconnected for a second or so.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

September 2018

Easy to use

We use Virtual Office daily with great satisfaction. Another plus is also being able to use a cell phone to receive calls. We are not always at our desk so if we are not, it will ring at our desk and then forward to our cell phone which is a huge plus if we are waiting on a very important call!

Pros

I like how easy it is to log onto 8 x 8 website and switch over our company messages under the auto attendant. It is also easy to add and/or subtract people from ring groups. There is also a nice selection of hold music to pick from! I never even thought about the hold music but we do have a lot of customers compliment us on the good hold music.

Cons

We are having issues with our main receptionist not receiving incoming calls, the phone will ring once for her and then goes on to the next person in line to receive calls. We are working with customer service to fix this issue but no solution yet.

September 2018

Dan from Procentia, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

September 2018

Useful Product, but Suffers from QA Issues

Useful product that could use some additional QA TLC

Pros

Virtual Office includes a good number of features and options to link in to my phone, such as online chat, messaging, VM, Fax, and in-app meeting invites. The product is getting some attention from the dev staff in-house and new features are being rolled out at a reasonable pace.

Cons

There is a disparity between the "Classic" version and "New Look" in which features disappear from one to other. So you need to choose between a full featured app with an old clunky UI or a slick UI with limited features. We also suffer from frequent disconnects from the messaging service. As a result, we would often receive messages sent a day or more earlier.

September 2018

Denver from I.T Experts Philippines

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

September 2018

Comprehensive unified communications application!

Pros

Virtual Office by 8x8 allows the user to place and receive calls without requiring an actual telephone set. With VoIP, connecting employees that are mobile becomes that much easier.

Cons

As long as a user has Internet connection, they can get or receive calls from anywhere otherwise, you will be unable to use it.

September 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Great Voip service, can route to smartphone and originate smartphone calls appeariong as desktop

Pros

great flexibility for hardware and portability to personal smartphones

Cons

occasionally one phone extension locks up, but is same single user phone so perhaps it is the physical phone

August 2018

Joel from Insurance Agency

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

August 2018

Great Phone System

Pros

Easy to set up and Manage. accessible on desktop and mobile devices. I can work remote and answer calls like I'm in the office without using my cell callerID

Cons

can only be logged in to one mobile device at a time. Can't easily switch from cell to tablet without logging in again.