8×8 Contact Center is designed to enable any business to deliver a positive customer experience with a complete multi-channel solution and extensive customer analytics. 8×8 includes interoperable team messaging as a native entitlement to enhance customer service, removing corporate silos that prevent information sharing and degrade customer support. Also included with each agent license is integration with major CRM applications and an Open API for extended third party system connectivity. Key features include:
-Integrated voice, web chat, email and social
-One-click subject matter expert access
-Interoperable team messaging
-Skills based routing
-Built-in CRM integration and APIs
-Customer engagement analytics
-Post-call surveys
-Co-browsing
-Graphical call flow design
-Queued and Web Callback
-Fully context aware of customer journey
-Supervisor feedback in real time
-Advanced speech and interaction analytics
-Predictive outbound campaigns
-Quality, collaborative performance management
-Unlimited calling within 46 countries
Nestor N.
Advanced user of Contact Center
★★★★★
What do you like best?
I like the fact that I am fully in control . Unlike with our previous system where everything had to go through Customer Support, with 8x8 I can do it all myself. The reporting is much more consolidated compared to other systems where you are given 14 report options where 4 can do. I like that I was able to enable direct extension dialing which is something all call centers should have. I also like that I have the ability to set up an entire call center myself with routing options, custom hold music and messaging, menu options, call back options, direct dials, and much more. I can also set a call to route and overflow to agents, queues, voicemails, and continue to set rules way beyond that. I really do get full autonomy with 8x8. This is something that I wanted as compared to having to call in for everything request.
What do you dislike?
My only dislike so far is that the Call Center system and phone system are separate. Meaning they both have different extensions and numbers. I also wish I had the option to have the system memorize certain numbers that have been dialed by agents when enabling call backs. Those are my only complaints with 8x8 really as of now.
Recommendations to others considering the product:
If you are shopping around, its because what you are currently getting isnt enough. I can say that 8x8 was cheaper then our previous system and provides much much more. Do the demo and decide for yourself but I can say that you will love it.
What problems are you solving with the product? What benefits have you realized?
I have been solving so many problems. Creating call back options. Enabling a way for customers to enter extensions to get directly to their Party. Reporting has also been such a step up with 8x8. Efficient and consolidated compared to my last system. I also realized how much I can do when given a system that actually allows it. When I do stuff how I want it, it turns out so much better than having others do what you know you can do.
Review source: G2.com
