8X8 Contact Center Reviews & Details

8X8 Contact Center is a multichannel cloud-based solution with basic features, such as a programmable IVR tool for greeting customers, automatic queuing and routing of inbound inquiries, skill-based routing of inquiries to the appropriate call center agents, browser-based agent console, multimedia management, real-time monitoring and reporting, internal chat, voice recording and logging, historical reporting, contact and case management tools, and integration with popular third-party Customer Relationship Management (CRM) tools. Further, 8X8 Contact Center includes customer journey analytics capabilities that offer insight into customer experience and cloud-native quality management tools, which help contact center managers evaluate every customer interaction. The cloud-based 8X8 Contact Center solution is offered in 4 editions for different client requirements; Digital - webchat and email channels packaged and targeted for digital customer service teams. It includes proactive chat and co-browse capabilities; Standard – a voice-only offering that enables voice customer engagement with effective routing, reporting, and standard self-service; Pro - a complete omnichannel solution, including enhanced self-service for speech-enabled menus and prompts; Ultimate – it includes quality management and preview campaign dialer capabilities in addition to everything in the Pro edition.

USP : 8X8 Contact Center products – Virtual Contact Center and ConnectNow. Virtual Contact Center is a suite of cloud-based Software as a Service (SaaS), powered by the company’s single, cloud-based proprietary platform, 8x8 Communications Cloud.

BUYERS
VENDORS
EXPERTS
3.7
ANALYSTS
 

8X8 INC detailed analysis

Product Maturity
Company Maturity
Use Case Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
2.95
2.75
2.05
Product Features and Functionality
3.15
3.45
3.10
Delivery
3.15
1.75
1.95
Support Services
3.40
3.45
2.85
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

8X8 INC has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Asia-Pacific

    22 Participants

  • Niche Quadrant

    All-Latin America

    14 Participants

  • Niche Quadrant

    All-Europe

    22 Participants

STRENGTHS
  • Product Maturity / Solution Delivery
    Delivery - Direct
  • Product Maturity / Solution Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Technology Used
    Data Extraction and Mining
  • Product Maturity / Technology Used
    Machine Learning
  • Product Maturity / Medium of Delivery of Support Services
    On-Site Support
  • Product Maturity / Medium of Delivery of Support Services
    Remote Support
  • Product Maturity / Delivery Mode
    Per User Basis
  • Product Maturity / Delivery Mode
    Subscription / Licensing
  • Product Maturity / Technology Supported
    Appication Performance Report
  • Product Maturity / Applications
    Automatic Call Distributor
  • Product Maturity / Applications
    Customer Experience Management
  • Product Maturity / Technology Supported
    Customizable reprts and Dashboards
  • Product Maturity / Technology Supported
    Export and Share
  • Product Maturity / Technology Supported
    Historical Reporting
  • Product Maturity / Applications
    Log Management
  • Product Maturity / Applications
    Real-time monitoring and reporting
  • Product Maturity / Applications
    Risk and Compliance Management
  • Product Maturity / Technology Supported
    Voice User Interface Report
  • Product Maturity / Applications
    Workforce Optimization
  • Product Maturity / Technology Supported
    Other Technologies Supported
WEAKNESSES
  • Product Maturity / Technology Used
    Artificial Intelligence
  • Product Maturity / Technology Used
    Natural Language Processing (NLP)
  • Product Maturity / Deployment Model
    On-Premise
  • Product Maturity / Technology Used
    Other Technology Used
  • Product Maturity / Delivery Mode
    Full Time Equivalent
  • Product Maturity / Technology Supported
    Funnel Analysis
  • Product Maturity / Applications
    Other Applications
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Support Services
    Other Support Services
  • Product Maturity / Solutions Offered
    Speech Analytics
  • Product Maturity / Solutions Offered
    Other Services
  • Product Maturity / End Users
    Energy and Utilities
  • Product Maturity / End Users
    Life Sciences and pharmaceuticals
  • Product Maturity / End Users
    Media and Entertainment
  • Product Maturity / End Users
    Retail and Consumer Goods
  • Product Maturity / End Users
    Telecommunication
  • Product Maturity / End Users
    Travel and Hospitality
  • Product Maturity / Support Services
    Customer Redressal Mechanism/Program
  • Product Maturity / Support Services
    Level of Support
  • Product Maturity / Breadth and Depth of Product Offerings
    Product Variants
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TOP FEATURES
  • Product Features and Functionality
    Applications
  • Product Features and Functionality
    Technology Supported
  • Product Features and Functionality
    Technology Used
  • Technology Used
    Data Extraction and Mining
  • Technology Supported
    Voice User Interface Report
  • Technology Supported
    Other Technologies Supported
  • End Users
    Banking
  • Solution Delivery
    Delivery - Direct
  • End Users
    Financial Services and Insurance
  • Services Offered
    Consulting services

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8X8 INC Presence in Contact Center Analytics Solutions

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Marie Stelle

Engagement Partner - 360Quadrants.com