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

Christine E.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Automated multi-level call flows

Likeliness to Recommend

10 /10

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

Elizabeth B.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Most affordable Contact Center in my opinion

Likeliness to Recommend

10 /10

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

Mahesh P.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Attractive call centre features for maximum reach

Likeliness to Recommend

10 /10

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

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

Christine E.

Automated multi-level call flows

Likeliness to Recommend

Pros

Elizabeth B.

Most affordable Contact Center in my opinion

Likeliness to Recommend

Pros

Mahesh P.

Attractive call centre features for maximum reach

Likeliness to Recommend

Pros

Most Popular Experience Communications Platform Comparisons

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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

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