8x8

Experience Communications Platform

Composite Score

7.4 /10

CX Score

7.3 /10

13 Reviews Write a Review

Claim Software

What is Experience Communications Platform?

Put the customer at the center of everything you do without breaking a sweat—anywhere in the world. Our powerful cloud-based call center software is extremely flexible, quick to deploy and simple to use.

Company Details

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Awards & Recognition

Experience Communications Platform won the following awards in the Contact Center as a Service - Midmarket category

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7 Top Rated Capabilities

11 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

11 Top Rated Capabilities

11 Top Rated Features

2023

Experience Communications Platform Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Experience Communications Platform.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

2
Since last award

88 Plan to Renew

1
Since last award

78 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Experience Communications Platform?

12% Negative

0% Neutral

88% Positive

Pros

Respectful
Client Friendly Policies
Fair
Altruistic

Feature Ratings

Average 88

Contact Center Compliance Management

Ticket Management

Skills Based Routing

Call Scripting and Call Flow Management

Multi Channel Queue Management

Contact Center Analytics

Multi Channel Intake Integration

Call Recording

Knowledge Management

Workforce Management

Screen Prompts

Vendor Capability Ratings

Average 85

Usability and Intuitiveness

Ease of Implementation

Ease of Data Integration

Business Value Created

Ease of Customization

Ease of IT Administration

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training

Breadth of Features

Quality of Features

Experience Communications Platform Reviews

Harendra R.

Role: Sales Marketing
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2023

Rich menu of features at an affordable price

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

It comes with an intuitive and elegant user interface that managers, agents and supervisors appreciate. It also comes with built-in, customizable inbound and outbound call/message workflows.

What is your favorite aspect of this product?

The Chat tab shows all digital conversations with a client over time, as well as the current conversation. If I click info the system displays the client’s details and order history because the platform is linked to our CRM system.

What do you dislike most about this product?

8x8 Contact Center is strictly cloud-based and this makes it difficult to use offline. Doesn’t provide much features for general business management because it only focused on Contact Center.

What recommendations would you give to someone considering this product?

Best for large enterprises, mid size businesses and small businesses. You can customize and use its multi-media queue to quickly route customers to the most appropriately skilled agents.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Alex N.

Role: Sales Marketing
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Professionally polished solution

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

8x8 Contact Center came fully loaded with high-tech features like automation and voice transcriptions. There is a multi-level auto-attendant which helps us improve efficiency by routing calls automatically based on caller input

What is your favorite aspect of this product?

When we are on the phone, 8x8 Contact Center algorithms comb through our conversations to find important moments and actionable insights that we use to improve our customer experience

What do you dislike most about this product?

It can differentiate itself from the pack by offering a built-in virtual private network that can help businesses add an extra level of security and privacy to the day-to-day efforts and defend against malicious actors

What recommendations would you give to someone considering this product?

8x8 Contact Center is the most unique offering ans aome of the features it brings to the table can't be found anywhere else. It's truly a unique contact center service that can bring a world of value to any business

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Danielle M.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Fantastic AI voice bot

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

The solution provides us with many features and tools that are used to improve customer service, including contact management, call recording, and analytics.

What is your favorite aspect of this product?

The tool also makes it easier to track and measure customer satisfaction levels. It also records customer calls, which are used for training and quality assurance. The reporting for the agents' performance is fantastic

What do you dislike most about this product?

The knowledge base doesn’t support all our needs and it does not give our team a complete centralized repository of knowledge to reference when resolving support requests

What recommendations would you give to someone considering this product?

8x8 Contact Center is designed to be scalable and easily configurable to meet the needs of businesses of all sizes and makes it easy to manage customer interactions across multiple channels

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Experience Communications Platform

What is Experience Communications Platform?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

Experience Communications Platform Ratings

82 Likeliness to Recommend

2 Since last award

88 Plan to Renew

1 Since last award

78 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Experience Communications Platform?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Experience Communications Platform Reviews

Harendra R.

Rich menu of features at an affordable price

Likeliness to Recommend

Pros

Alex N.

Professionally polished solution

Likeliness to Recommend

Pros

Danielle M.

Fantastic AI voice bot

Likeliness to Recommend

Pros

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Feature Ratings

Contact Center Compliance Management

Ticket Management

Skills Based Routing

Call Scripting and Call Flow Management

Multi Channel Queue Management

Contact Center Analytics

Multi Channel Intake Integration

Call Recording

Knowledge Management

Workforce Management

Screen Prompts

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Ease of Data Integration

Business Value Created

Ease of Customization

Ease of IT Administration

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training

Breadth of Features

Quality of Features

ice Contact Center