8x8 Contact Center Software

8x8 Contact Center Software

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FrontRunners 2017

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About 8x8 Contact Center

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 reso...

8x8 Contact Center Pricing

Standard: $0 per user/month. +0.04¢/min Pro: $50 per user/month. +2,000 mins Ultimate: $75 per user/month. +5,000 mins

Starting price: 

$0.04 per month

Free trial: 

Available

Free version: 

Available

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User dashboard

8x8 Contact Center User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

4

Customer support

3.5

Functionality

4

Showing 1 - 5 of 25 reviews

User Profile

Annie

Verified reviewer

Company size: 51-200 employees

Industry: Building Materials

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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

Amit

Company size: 501-1,000 employees

Industry: Consumer Goods

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

March 2022

Reliable Platform for your OTP Deliverability & IVR!

I would rate 8X8 7/10. It's a good & reliable platform with a wide range of offerings in a single roof.

Pros

They have high deliverability percentages for OTP, that too at a reasonable cost. Logs and analytics to see your usage add to transparency. Cheer on the top is their active & supportive customer success team!

Cons

The integration process takes a lot of time and is certainly not hassle-free, as claimed by the salesperson. They experience a lot of small outages on a day-to-day basis. I would recommend subscribing to their Status Page to keep yourself & your team updated on the outages

Reasons for choosing 8x8 Contact Center

Pricing was high for the same offerings on the alternative products!

Reasons for switching to 8x8 Contact Center

Deliverability, Reliability & Transparency are the reasons for the switch.

Mathew

Verified reviewer

Company size: 51-200 employees

Industry: Financial Services

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
3

Value for money

out of 5
1

Customer support

out of 5
5

Functionality

out of 5

June 2022

A tad expensive for what it is and technical / relationship support is terrible

Pretty good kit overall but it is expensive and not necessarily worth the extra expense unless you fully utilise all the capability and get proper support, which is where it does fall down - terrible support team.

Pros

So many good features like pre-recorded script playback, speech analytics, cloud call recording and playback with speech to text, IVR set up and flexibility is good, skillset management is good, MI reporting is pretty good.

Cons

Goes down from time to time but not as often as prior software we used, releases seem to break things, for example they depricated key functionality with no recognition or knowledge when escalated (not addressed after 6 months), terrible support team who know nothing about their product, silly desktop app not fully integrated with browser interface.

Reasons for choosing 8x8 Contact Center

Primarily down to speech analytics (which we haven't fully exploited yet) and pre-recorded scripts (agents own voice) for post-sale regulatory wrap up which has since been broken for 6 months!

Reasons for switching to 8x8 Contact Center

Switched in March 2021 as we wanted something with better technical capability and Horizon was quite old technology with limited investment and poor record of down time.

Natalie

Company size: 11-50 employees

Industry: Hospital & Health Care

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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.

Christine

Company size: 2-10 employees

Industry: Law Practice

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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 8x8 Contact Center

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

Reasons for switching to 8x8 Contact Center

The high price of our phone bills

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