About Virtual Contact Center by 8x8

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 orde...


Read More

Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

20 Reviews of Virtual Contact Center by 8x8

Average User Ratings

Overall

4.11 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(8)

8

4 stars

(5)

5

3 stars

(4)

4

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 20 results

July 2019

Annie from Creative Materials Corporation

Verified Reviewer

Company Size: 51-200 employees

Industry: Building Materials

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2019

Well rounded program

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

June 2020

Natalie from griswold home care

Company Size: 11-50 employees

Industry: Hospital & Health Care

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2020

Best VOIP option

We use the 8x8 Contact Center for all of our phone needs in all of our offices. We use it to pull call reports, forward our calls to our answering service, and to forward calls to external cell phones in case of an emergency. We are very pleased!

Pros

It is so easy to use! The virtual account center is so easy to use and troubleshoot. I can pull call reports for any phone extension or ring group in seconds. Customer support is easy to get a hold of and our sales rep always answers back within 24 hours. We reach out to support once in a blue moon since 8x8 is so easy to use. Although we primarily use the desktop account center, we have been increasingly been using the phone app to work from home. It is so simple to use. Lastly, the cost is also unbeatable. We've enjoyed a years long business relationship with 8x8 and will continue to do so.

Cons

I can't think of anything negative to say about this software. The cost, support, and platform are everything we need.

May 2020

CHERI from Rancho Del Sur Insurance

Company Size: 2-10 employees

Industry: Insurance

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

4.0

May 2020

8X8 REVIEW

Overall, the issues that we have had outweigh the positives and I don't think we will continue to use them once our contract is up.

Pros

I like that I am able to have calls forwarded to my cell while I am not in the office and that I can call clients from the app and it displays our office number and not my cell.

Cons

I have had several issues with this software that after multiple contacts with customer support have still not been resolved.

June 2020

Lisa from L&E Research

Company Size: 201-500 employees

Industry: Market Research

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

4.0

Functionality

4.0

June 2020

8x8 Review

The contact center helped me with my settings and I was able to turn on and off my camera after every meeting

Pros

Ease of use. Audio quality is very good. Log in credentials easy to follow

Cons

Getting my camera to turn off after a meeting. I’ve had to restart my computer a few times to get it to turn off

April 2020

Christine from Robert J. Adams & Assocoates

Company Size: 2-10 employees

Industry: Law Practice

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2020

Good phone alternative

Yesterday I went on the chat to get help in something I messed up. [SENSITIVE CONTENT HIDDEN] Customer Support Representative fixed it immediately, she was professional, pleasant and helpful. It was a pleasure to deal with her.

Pros

We first started using 8x8 when we got away from the high price of traditional phone companies. I like that it is internet-based so no need for expensive wiring, easy to move, the ability to forward the phones to a cell phone especially in an emergency, and it allows me to track calls.

Cons

Sometimes it is difficult to figure out the features. Sometimes the phone has to be reset because of noise interference.

Reasons for Choosing Virtual Contact Center by 8x8

Really at the time, they were the only alternative, so we stayed loyal to them