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. 

Supported Operating System(s):
Mac OS , Web browser (OS agnostic)

126 Reviews of Virtual Contact Center by 8x8

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  • Bethany from BridgeHealth

    Number of employees: 51-200 employees

    July 2018

    We switched to a new phone system because of flaws in 8x8

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Not the worst but not the best phone system

    Pros

    It has all the functions that are desirable in a phone system. Calls, IMs, faxing, etc. It is a classic phone system that can meet your minimum requirements and the dial-in app for creating meetings works well.

    Cons

    Our company switched to a new phone system because we would have frequent dropped calls and the IMs would not notify when a message was sent until hours later.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lisa from IMCD

    July 2018

    VoIP business solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Works well for enterprise environments. Many features with low overhead. Easy to navigate menus and easy to manager settings.

    Cons

    Can be sketchy when cloud servers go down. Find that support for this product is sometimes difficult. Frequent updates can cause more issues than they fix.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jerred from Quest Energy Group

    Number of employees: 2-10 employees

    July 2018

    Overall great product with great features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It's easy to use and solid product for the price. Great for business!

    Pros

    I like the mobility of the product. As long as you have high speed internet, you can work remotely. I also text a lot through the system that works great.

    Cons

    I dislike answering calls via my cell. Certainly needs work in this area of the product and I have never had a super clear call. lots of delay and breaking up.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Gina from Independent Home Care of Maryland, LLC

    Specialty: Healthcare

    Number of employees: 1,001-5,000 employees

    July 2018

    Great for working remotely

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    We were able to all work remotely on some days and 8x8 allowed us to do that. We had ease of access to everyone.

    Cons

    We would have a lot of voicemail issues.
    It was very hard for our office to access individual extensions.
    It was a very long learning curve with this product.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jisselle from Newswise

    Number of employees: 11-50 employees

    July 2018

    8x8 is a great tool, we love it.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Easy communication, phone calls & text!

    Pros

    I like that there's a text message integration. That is really helpful & handy. Easily our favorite feature.

    Cons

    A lot of times the call log does not load. It will show me missed calls on my screen but in the call log, not have a list.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kim from Moore Home Health Care, Inc

    Specialty: Healthcare

    Number of employees: 51-200 employees

    July 2018

    Great Option for VOIP phone System.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Love the product!

    Pros

    The phone system is easy to use and has great support. We used this system in multiple locations and it worked well for us.

    Cons

    The only pitfall we found was the occasional internet outage. Generally we were not without phones for long, but it is still an inconvenience.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    Great VOiP system that allows office calls to seamlessly pass to your cell phone.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I loved having the app on my phone and my pc so that incoming calls could be answered anywhere, without having to share my mobile phone number.

    Cons

    Some of the menus in the phone itself were a bit complicated. Also the app on the pc didn't always work. It seemed like some of the features were disabled even though they were included in our service.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • jarmi from Apok, C.A.

    Number of employees: 2-10 employees

    June 2018

    get in touch with all coworkers and clients faster than ever

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Before i started to use this app i haved a slow perfomance when i try to keeped in touch with my team becouse we live in diferent areas, but when we find this app, things change, now we can keep in touch all the time any moment, just like we were together. the software run on multiple plataforms so we dont have to adap to the software. The tools to integrate all the team members in one screen, i love it

    Cons

    the price is a little to hig for smalls bussines. Altough works in multiple plataforms, the perfomance tends to change depends on wich system you are, for example: In iOS system works great but in Android divices some times get bugged

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Jahiezer from Apok, C.A.

    Number of employees: 2-10 employees

    June 2018

    the ofice is any place in the world with this app

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It is very helpful, i work with people in diferents place in my contry and allover the world, with this app bussines not only become more eassier, also become more productive and successful. The UI make you want to married te app and the features that they provied you are just the one me and my team need

    Cons

    They have a lot to immproved in some OS like android or linux, in this OS the app go into bugs and some features stop working, things that do not happent in IOS, and the support center can not solve this issues. Another thing that is menor but still i think is a problem is the fac taht they shot down the fax feature, ok i understand that fax are becoming obsolet but when you work with people in diferents areas that tool is very time saver

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    June 2018

    Decent communications suite for in-office and remote users

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Overall, Virtual Office is easy to use with a nice set of tools. The mobile application allows for calls to be taken seamlessly on the go. Meetings and conference bridges can be configured quickly and there are available browser extensions that extend the features.

    Cons

    The virtual meeting has improved since it's introduction, but it is cumbersome to use when compared with similar online meeting offerings.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    used as tool for interoffice communication

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    it connected to our phones and made it easy to talk and chat with coworkers. Could click on coworker's name just to call them.

    Cons

    It seemed like it worked well for the most part. Every now and again it would crash and we wouldn't be able to access our phones or chat.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kira from Specialty Communications

    June 2018

    Such a great virtual office

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Streamlines working from home and makes it so much simpler by having the app so I don't have to haul my office phone home.

    Cons

    I don't care for the fact that the google extension will pop up in the middle of your screen every phone call

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Use this software everyday for calls.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Voicemail, voice calls, monitoring, call recording, soft phone

    Pros

    I like that it is virtual and does not require a physical phone, I also like that it works with any of the browsers I choose to use.

    Cons

    Pretty outdated as far as style, my software personally is very buggy, but could be related to my PC

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • John from PayTrace

    Number of employees: 51-200 employees

    June 2018

    program freezes often

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Team members are able to accept/transfer calls. Having the queue system helps with work flow.

    Pros

    The UI is fairly easy to navigate. Also, the reporting and monitoring features come in handy for data collection and analysis.

    Cons

    The program freezes quite frequently. Team members are forced to restart the program on an almost daily basis, which ends up wasting a fair amount of time.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Erika from Joseph D. Carney & Associates

    Specialty: Legal

    Number of employees: 2-10 employees

    June 2018

    Nice Service to Track Calls

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    This product has made it easy to go in and run reports on days and time periods to determine when phone calls were made and the duration.

    Cons

    The layout of the website is not very user-friendly. Navigating the website takes some practice but once you have the hang of it and are familiar with it, it becomes easier.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Julia from Specialty Communications

    Number of employees: 11-50 employees

    June 2018

    Overall it serves its purpose.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    You can message with your coworkers easily.

    Pros

    I like that it allows you to message with the members of your organization easily. I like that it lets you know when other coworkers are on the phone.

    Cons

    Very glitchy and causes your computer to run very slow as it uses a lot of computer recourses. Many times you have to shut the program down and reopen it just to be able to toggle off DND or just because it stopped working.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jessica from Cameron Direct

    June 2018

    Good for working from home

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like that I can easily use 8x8 Virtual Office from my cell phone when I am working from home. It is easy to download and use the app.

    Cons

    I do not like that 8x8 has so many glitches. Sometimes our whle department can't use the phone. Also it does not notify us when our mailbox is getting too full to take messages.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jessica from Specialty Communications, Inc.

    Number of employees: 11-50 employees

    June 2018

    Decent product, difficult customer support.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Decent system with option to work remotely.

    Pros

    Our business loves the option to run 8x8 through employee's cell phones, so they can take customer calls at home. It has allowed our representatives to work from home over the weekend, instead of coming into the office.

    Cons

    Their customer support department is difficult to work with, and frequently ends calls without resolving the issue at hand. We have an ongoing issue where an employee's extension gets stuck on "Do Not Disturb", and they cannot get calls. Support will fix the one-time issue, but does not address the fact that it is ongoing and disrupts business.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ryan from Circle Health Partners, Inc.

    Number of employees: 51-200 employees

    June 2018

    Light on features and a bit clunky

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    For the most part, it seems to do the job as intended. It allows me to make/receive business phone calls from my cell phone, receive voicemails, etc.

    Cons

    I think the integration between platforms could be improved (i.e. between the phone and the phone app and the PC app). I found the app very difficult to set up, especially things like call forwarding. And I think the app signs you out frequently and unless you go into the app you don't know that, so you think you're signed in and ready to receive calls but you're really signed out. I've missed calls for this reason.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • C. from iMedX

    Specialty: Healthcare

    Number of employees: 1,001-5,000 employees

    May 2018

    Terrible for business

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We have used this service for over a year with over 150 users accounts. It has been terrible and unreliable, leadership has been unresponsive to requests to removes our many documented issues.

    Pros

    Seemless service, and that is it, but that is only when it works, which is 1 out of 10 times. very buggy.

    Cons

    It never works, and I mean never...app's are buggy, clients and customers do not care for s/w download to join a conference, its a large and clunky file.

    This review was submitted organically. No incentive was offered
    Review Source
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