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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Respectful
- Client Friendly Policies
- Fair
- Altruistic
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Experience Communications Platform Reviews
Harendra R.
- Role: Sales Marketing
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Jan 2023
Rich menu of features at an affordable price
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Alex N.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Dec 2022
Professionally polished solution
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Danielle M.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Dec 2022
Fantastic AI voice bot
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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