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
Christine E.
- Role: Sales Marketing
- Industry: Banking
- Involvement: End User of Application
Submitted Oct 2022
Automated multi-level call flows
Likeliness to Recommend
What differentiates Experience Communications Platform from other similar products?
This cloud contact center tool provides chat and voice channels for customers to raise tickets and for agents to attend to each ticket. We share photos, videos, and screenshots with customers in real-time. 8x8 Contact Center offers a customizable front-end portal
What is your favorite aspect of this product?
We have improved customer engagement with features like call monitoring, call recording, and real-time reporting. 8x8 Contact Center also provides a complete picture of every customer interaction by capturing our agent's screen activity as they interact with customers during calls
What do you dislike most about this product?
A handy agent scheduling feature that makes shift planning simpler and provide workforce optimization facilities like hiring and workforce management
What recommendations would you give to someone considering this product?
8x8 Contact Center helps you maintain all your omnichannel customer interactions by supporting live chat, voicemail, queuing, recording, shared call inbox, contact management, and many more features.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Elizabeth B.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Most affordable Contact Center in my opinion
Likeliness to Recommend
What differentiates Experience Communications Platform from other similar products?
8x8 Contact Center got our agents set up and dialing within minutes. It is affordable and flexible in terms of pricing. It enables us to set after working hours message so that callers placing calls can know that they are calling after business hours
What is your favorite aspect of this product?
With comprehensive phone call analytics and reports, we keep track of call volume, duration of calls, and routing of incoming/outgoing calls
What do you dislike most about this product?
Email system for emailing within the system is lacking. 8x8 Contact Center relies on internet connectivity, which is a problem if our WiFi goes down.
What recommendations would you give to someone considering this product?
The softwrae includes many of the features you would expect from a modern contact center. 8x8 Contact Center is fully-featured and delivers excellent value for the money
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Mahesh P.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Oct 2022
Attractive call centre features for maximum reach
Likeliness to Recommend
What differentiates Experience Communications Platform from other similar products?
There are numerous features designed to make communications as smooth as possible. These include instant messaging tools, team messaging, unlimited online faxing, social media messaging, advanced call routing, and live chat
What is your favorite aspect of this product?
8x8 has straightforward work and admin dashboards that make navigation easier, irrespective of how we wish to customize the service
What do you dislike most about this product?
I want to use the hot desking feature to enable multiple users to log into one phone and keep our business operations running round the clock through rotating shift schedules without any downtimes
What recommendations would you give to someone considering this product?
8×8 Contact Center scores high for its wide range of advanced features, competitively priced tier-based plans, and ability to allow plenty of integrations
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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