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8x8 Cloud Contact Center

Cloud contact center software

Published 02/09/2015 and rated Ratingstars4 4 out of 5 stars
by AppAppeal Editor
What can you use the app for?

8x8 is a hosted call centre software to help improve agent productivity and the level of customer service you offer. The virtual contact centre includes the expected features such as IVR, voice recording, callback and skills-based agent routing. In addition, 8x8 offers advanced features such as call monitoring and reporting, multi-channel communications, desktop sharing and a number of further unified communications integrations. The 8x8 contact centre also comes with quality management and workforce management integrations, as well as third party CRM integrations.

8x8 is a call centre application for agents as well as supervisors. Roles-based supervisor tools support team leaders with real-time data on all areas of call centre activity, such as queue info, current interactions, agent statistics, and KPIs. Supervisors can also access recordings and historical performance data for further agent coaching. Agents benefit from 8x8’s computer-telephony integration providing them with personalized caller information directly on their screens when answering calls. Resolution time is further sped up with direct agent routing, virtual queuing and customer callback.

8x8 facilitates customer support from multiple channels including telephone, email, web chat and social media. The desktop sharing feature means agents can remotely access their customers’ screens. The call centre software integrated with KnoahSoft workforce management software to ensure high-quality customer service is provided across your team. An integration with Teleopti provides forecasting, scheduling and reporting capabilities. 8x8 also integrated with a number of popular CRM apps such as NetSuite, Salesforce, Zendesk, Microsoft Dynamics and Zoho.

8x8 Cloud Contact Center screenshot
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What is the history and popularity of the app?

8x8 offer a number of cloud communication products, these fall under three main categories: Business Phone Systems, Cloud Contact Center and Unified Communications. These include VoIP, PBX, virtual meetings, video conferencing and call center features. The company also sell call center equipment such as headsets and phones.

The company has won a number of awards for its services including from Garner, Forbes and Skyhigh Networks. 8x8 has more than 40, 000 users coming from a range of industries and business sizes, with recognizable names including Replicon, Shuttershock, iCruise and Allstate.

What are the differences to other apps?

8x8’s product range covers all areas of communications from in-company communication tools such as virtual meetings, to business telephony tools such as VoIP and PBX, as well a full range of contact center tools. Due to the company’s long-standing position of prominence in the communications industry, users of the contact center software benefit from potential integrations with all of these products as well as third-party integrations and partnerships. Furthermore, 8x8 boasts over 100 unique patents, along with enterprise level security and full compliance.

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How does the web app look and feel to use?

8x8 offers a no-frill interface with a basic design that lacks the modern flair of newer apps but remains true to traditional call center software. A top navigation header gives access to the following tabs: home, customers, my cases, my tasks, my profile, my recording, FAQ, collaborate, monitoring, reporting and help. Clicking into each tab gives a more detailed view of each element.

On the left of the screen users can see all their contact channels such as inbound phone, outbound phone, chat, voice mail and email, as well as all agents separated by department. The app is not overly technical and should be straight-forward to use for all.

How does the registration process work?

You can request a quote for any of the 8x8 products from their website by clicking on the red “request a quote” button on the top right of the homepage. You can also contact sales via the toll-free number on the 8x8 website.

What does it cost to use the application?

8x8’s pricing is based on a monthly, per-agent basis. There are different pricing packs based on what features you adopt and your business size and needs. The pricing packs cover seven business types: Home Office, Small Business, Medium Business, Larger Business, Government, Education, and Healthcare.

Who would you recommend the application to?

Due to 8x8’s scalability and selection of features and products it has the potential to meet the needs of companies of all sizes, from small to medium-sized companies to larger global enterprises. The software is designed for all kinds of customer-facing contact centres, including inbound call centers and virtual call centres with dispersed teams and departments, and even home-based agents. 8x8 offer specific solutions for industries, such as healthcare, government, education, high-tech, insurance, legal, transportation and outsourcing/ consulting.

  • Skills-based agent routing and direct agent routing
  • Interactive voice response (IVR) and message recording
  • Virtual queuing and customer call back
  • Multi-channel support including chat, web, email and social media
  • Call recording, historical reporting and real-time monitoring
  • Specific caller information screen and FAQ knowledgebase
  • Integrations with NetSuite, Salesforce, Zendesk, Microsoft Dynamics, and Zoho

8x8 Cloud Contact Center video

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