8x8 Contact Center Pricing, Features, Reviews & Comparison of Alternatives

8x8 Contact Center

One solution for every customer interaction.

4.06/5 (16 reviews)

8x8 Contact Center overview

What is 8x8 Contact Center?

8x8 Contact Center is a self-service cloud contact center that allows teams to engage with customers using powerful inbound and outbound call features. Users are able to route customer calls using drag & drop IVRs, reach out to customers with an outbound campaign manager, and gain critical business and employee insights from the reporting engine.

8x8's inbound calling features allow users to efficiently route and answer incoming calls to agents. The predictive dialer helps maximize talk time by replacing manual dialing for preview, progressive, and predictive dialing. The platform includes a drag & drop visual IVR tool with advanced skills based routing, allowing users to automate the distribution of incoming calls to team members that can best assist the customer.

8x8's iPad monitoring app helps users identify bottlenecks and explore queue, team, or individual performance using filters. Users can drill down to every individual’s interactions to monitor their daily statistics. The fully customizable dashboard comes with a range of widgets for providing statistics, activity summaries, performance metrics, notes and to-dos, and more.

Call recording tools allow each call to be saved for playback, along with features for pause and highlight, and automated call recording. Users can listen into calls in real time to provide one-to-one assistance, including agent whisper and call barge functionality. The platform connects with various CRM systems for improved efficiency and productivity, and integrates ticket management systems directly with Zendesk for integrated voice capabilities.
www.8x8.com

Pricing

Starting from
$0.04
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, United Kingdom

Supported languages

English
8x8 Contact Center screenshot: View a real-time dashboard with status reporting, customer information, overall activity, and agent performance8x8 ContactNow - Contact Center for Teams8x8 Contact Center screenshot: The iPad monitoring app provides contact center stats and info including activity summaries, performance metrics, and more8x8 Contact Center screenshot: ContactNow’s iPad monitoring app enables users to explore queue, team, or individual performance8x8 Contact Center screenshot: Communicate with colleagues efficiently through instant messaging8x8 Contact Center screenshot: Get a snapshot of current staff status 8x8 Contact Center screenshot: See a real-time report of contact center activities on a global, team or queue basis

8x8 Contact Center reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.0
  4.1
  3.7
Annie Finn

Well rounded program

Used daily for 1-2 years
Reviewed 2019-07-29
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

Minimize review

Christine Adams

Good phone alternative

Used daily for 2+ years
Reviewed 2020-04-21
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

CHERI DORNBERG

8X8 REVIEW

Used daily for 2+ years
Reviewed 2020-05-05
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 4/10

Minimize review

Whitney Robertson

Great communication throughout our company

Used daily for 6-12 months
Reviewed 2020-02-11
Review Source: Capterra

Faster communication, You can text SMS from 8x8, clear notifications

Pros
Our company uses 8x8 messaging and I really enjoy it. It's seamless, there is an app, it's easy to use.

Cons
When connecting from the app, it can take a minute to connect. Some times there are connectivity issues.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

Minimize review

Anonymous

Best in class service, but they gouge you over time

Used daily for 2+ years
Reviewed 2019-07-20
Review Source: Capterra

Pros
The service is great, and the mobile app was best in class

Cons
We had outages more than other services and we they quietly hiked out prices overtime and it ended up as a rip off.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 7/10

Minimize review

8x8 Contact Center pricing

Starting from
$0.04
Pricing options
Free
Free trial
Subscription
View Pricing Plans

Standard: $0 per user/month. +0.04¢/min

Pro: $50 per user/month. +2,000 mins

Ultimate: $75 per user/month. +5,000 mins

8x8 Contact Center features

CRM Integration
Call Monitoring
Call Recording
Call Routing
Call Transfer
Instant Messaging
Real Time Reporting
Third Party Integration

API (219 other apps)
Activity Dashboard (129 other apps)
Automatic Notifications (105 other apps)
Caller ID (83 other apps)
Chat (123 other apps)
Communication Management (95 other apps)
Conferencing (104 other apps)
Contact Management (89 other apps)
Real Time Notifications (79 other apps)
Reporting & Statistics (132 other apps)
Video Conferencing (97 other apps)
Voice Mail (83 other apps)

Videos and tutorials

Additional information for 8x8 Contact Center

Key features of 8x8 Contact Center

  • Customer engagement center
  • Outbound call center
  • Progressive dialer
  • Manual dialer
  • Inbound call center
  • Virtual call center
  • Management tools
  • Predictive dialer
  • Web based UI
  • Visual IVR
  • Skills based routing
  • Real-time analytics
  • iPad monitoring app
  • Call recording
  • Call monitoring
  • Integrations
  • Drag & drop IVR tool
  • Call routing
  • Outbound campaign manager
  • Transfer calls
  • Suite of pre-configured reports
  • Real-time status reporting
  • Instant messaging
  • Preview dialer
  • Graphical reporting
  • Pause and highlight calls
  • Agent performance
  • Customer information
  • Automatic call distribution
  • Zendesk integration
  • Cloud storage
  • Agent whisper and call barge
  • Broadcast dialing
View All Features

Benefits

8x8 helps increase productivity by swapping manual dialing with a predictive and progressive outbound dialer.

Broadcast dialing features allow organizations to communicate urgent announcements or group reminders to as many numbers as desired.

Customizable reporting enables users to get the most out of their resources with rich contact center analytics.

The monitoring app for iPad enables users to access the 8x8 dashboard while on-the-go for real-time status reporting and instant messaging.

8x8 integrates with Zendesk for a complete support desk with integrated voice capabilities into the ticket management system.