8×8 Call Center Software

8×8 Review

8×8 was founded in 1987 as a semiconductor company under the name Integrated Information Technology and in 2002 8×8 entered the VoIP market with residential phone service. 2004 marked the company’s introduction of the 8×8 Virtual Office small business telephony solution.

8×8 prides itself on its technology development, boasting that it has 76 patents for its technologies. They offer video, mobile, voice, and other communications solutions for small, medium, and enterprise level businesses. Their telephony solutions use high-speed Internet connections and cellular networks to provide digital phone service, web conferencing, and productivity tools at a lower cost than traditional land line alternatives.

What 8×8 Does

8×8 offers a variety of communications solutions for small, medium, and enterprise level businesses. They focus on Internet telephony, meetings, and communication tools to help employees work together efficiently. Their products address contact center software needs, distributed workforces, meeting productivity, international calling, and business telephony.

Satisfied Customers

Allstate Insurance, Farmers Insurance, TSI Technical Systems Integrators, Restaurant O Catering, Annapolis Wealth Advisory, The Merchant District, Export Action, ECO2 Forests

Call Center Product(s)
Complete Contact Center
Virtual Office Pro
Virtual Office
Hosted Key System
IP Trunking

Call Center Software Key Features
Skills based routing – Routes customers to the agents with the most appropriate skillset for optimized service
Real time monitoring and reports – Helps you keep track of your call center performance and deal with problems as they emerge, allowing you to maximize service levels
Voice recording/logging – Keep track of agent and customer conversations
Historical reports – Analyze your performance over time to see whether key metrics and goals are being reached
IVR (Interactive Voice Response) – Automate simple interactions, let customers service themselves, and save your agents for when they are really needed
CTI (Computer Telephony Integration) – Coordinate telephony and computers to make complex phone actions and data delivery easy through the web interface
CRM integration – The Complete Contact Center software integrates immediately with Salesforce and Netsuite
Multichannel management – Manage your voice, email, and web chat in one application
Case management – Contacts Case tracks customer data, keep interaction histories, and access it from anywhere

Call Center Software Modules
Skills based routing
Real time monitoring/reporting
Voice recording/logging
Historical reporting
IVR
CTI
Salesforce and Netsuite integration
Multichannel management
Contacts Case case management
Call Center Technology

8×8 Complete Contact Center’s hosted call center solution improves agent productivity and promotes agile call center management with a low cost, pay-as-you-go pricing model. The Complete Contact Center software interfaces with the 8×8 Virtual Office VoIP telephone service to provide a complete contact center solution.

Bottom Line

8×8 telephony, communication, and contact center products allow call centers to excel by utilizing advanced technology. The company has numerous patents for its in-house developed solutions and a strong background in communications hardware/software applications. With their thorough technical knowledge, they are able to provide strong product support. Their services can save a business 40-90% off their existing telecom costs.

Over 23,000 businesses use 8×8 solutions. The company has more than 20 years of experience in technology innovation, from semiconductors to video chips and voice compression. Not only do they provide the contact center software, but also the VoIP technology that empowers it.