Reviews onG2Capterra
284 reviews trackedThe Bottom Line
Entry price
Paid plans only
Biggest pro
Industry-leading 99.999% financially backed uptime SLA
Biggest con
Contact center pricing is quote-based and not transparent
TL;DR - 8x8 Contact Center
- Cloud contact center with omnichannel routing, AI self-service, and unified communications in one platform
- Industry-first 99.999% uptime SLA with global reach across 100+ countries
- UCaaS plans from $15/user/month; contact center plans from ~$85/user/month
Pricing: Paid only
Best for: Enterprises & pros
4.2/5 across review platforms
What is 8x8 Contact Center?
8x8 Contact Center is a cloud-based omnichannel contact center platform that combines voice, chat, email, SMS, and social media routing with unified communications. It provides AI-powered self-service IVR, skills-based routing, workforce management, quality monitoring, and speech analytics on a single platform. Backed by a 99.999% uptime SLA, 8x8 serves businesses from mid-market to enterprise that need to unify their customer experience and internal communications without managing separate UCaaS and CCaaS systems.
Pros & Cons
Pros
- Industry-leading 99.999% financially backed uptime SLA
- Unified UCaaS and CCaaS on a single platform
- Comprehensive AI-powered analytics and quality management
- Global reach with local numbers in 100+ countries
- Strong integration ecosystem with major CRM and helpdesk tools
Cons
- Contact center pricing is quote-based and not transparent
- Multi-year contracts often required for best pricing
- Advanced features like WFM and speech analytics are add-on modules
- Interface can feel complex for smaller teams
- Onboarding and setup can take weeks for full deployment
Ratings Across the Web
4.2(284 reviews)
Ratings aggregated from independent review platforms. Learn more
Key Features
Omnichannel routing for voice, chat, email, SMS, and social mediaAI-powered intelligent IVR and virtual agentSkills-based and queue-based call routingWorkforce management and agent schedulingQuality management with call recording and scoringSpeech and text analytics with sentiment detectionReal-time and historical reporting dashboardsCRM integrations with Salesforce, Zendesk, and Microsoft DynamicsUnified communications with video meetings and team messagingSupervisor workspace with live monitoring and coaching tools
Pricing
Paid
8x8 Contact Center offers paid plans. Visit their website for current pricing details.
Reviews
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4.2/5
Across 284 verified user reviews on G2, Capterra
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8x8 Contact Center FAQ
How does 8x8 Contact Center unify customer and internal communications?
8x8 Contact Center combines voice, chat, email, SMS, and social media routing with unified communications (UCaaS) on a single platform. This integration allows businesses to manage both customer interactions and internal team communications without needing separate systems.
What kind of user benefits most from 8x8 Contact Center?
Businesses from mid-market to enterprise that need to consolidate their customer experience and internal communications on one platform are best suited for 8x8 Contact Center. It is designed for organizations seeking to streamline operations with a unified UCaaS and CCaaS solution.
How is 8x8 Contact Center priced?
8x8 Contact Center is a paid product without a permanently free tier. Pricing is quote-based, and obtaining the best rates often involves multi-year contracts.
Which teams would use 8x8 Contact Center for customer support?
Customer support teams would use 8x8 Contact Center to manage omnichannel interactions, including voice, chat, email, SMS, and social media. The platform provides tools like AI-powered self-service IVR and skills-based routing to efficiently handle customer inquiries.
Can 8x8 Contact Center integrate with existing business tools?
Yes, 8x8 Contact Center offers a strong integration ecosystem. It connects with major CRM and helpdesk tools to provide a comprehensive solution for businesses.
How does 8x8 Contact Center compare to Genesys Cloud?
Unlike Genesys Cloud, 8x8 Contact Center uniquely unifies both contact center (CCaaS) and unified communications (UCaaS) capabilities on a single platform. It also offers a financially backed 99.999% uptime SLA, which is industry-leading.
What are the trade-offs when implementing 8x8 Contact Center?
Implementing 8x8 Contact Center can involve a complex interface, especially for smaller teams, and full deployment might take several weeks for onboarding and setup. Additionally, advanced features like workforce management and speech analytics are available as add-on modules.
Source: 8x8.com