Experience Communications Platform Logo
Experience Communications Platform Logo
8x8

Experience Communications Platform

Composite Score
7.4 /10
CX Score
7.3 /10
Category
Experience Communications Platform
7.4 /10

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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Experience Communications Platform Ratings

Real user data aggregated to summarize the product performance and customer experience.

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

88 Plan to Renew

78 Satisfaction of Cost Relative to Value


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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

93

Ticket Management

91

Skills Based Routing

91

Call Scripting and Call Flow Management

89

Multi Channel Queue Management

89

Contact Center Analytics

89

Multi Channel Intake Integration

87

Call Recording

87

Knowledge Management

87

Workforce Management

87

Screen Prompts

86

Vendor Capability Ratings

Average 85

Usability and Intuitiveness

91

Ease of Implementation

89

Ease of Data Integration

88

Business Value Created

87

Ease of Customization

87

Ease of IT Administration

87

Vendor Support

87

Product Strategy and Rate of Improvement

82

Availability and Quality of Training

79

Breadth of Features

76

Quality of Features

76

Experience Communications Platform Reviews

Jared R.

  • Role: Sales Marketing
  • Industry: Machinery
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Sep 2022

It has a brag-worthy reputation

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

8x8 Cloud Contact Center is easy to set up, and the intuitive interface makes it easy to take advantage of the comprehensive set of features available that are designed to streamline communications

What is your favorite aspect of this product?

Fortunately it has straightforward work and admin dashboards that make navigation easier, irrespective of how I have customized the service

What do you dislike most about this product?

One downside is that the mobile app is not as detailed as the desktop application. However it still allows basic functions, including call forwarding and business hours

What recommendations would you give to someone considering this product?

8x8 Cloud Contact Center provides robust features that ensure small, medium, and large-sized enterprises enjoy maximum communication efficiency across multiple channels

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Seth R.

  • Role: Information Technology
  • Industry: Recreation
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2020

Works great & allows our agents to work from home!

Likeliness to Recommend

9 /10

What differentiates Experience Communications Platform from other similar products?

8x8 Call Center is much easier to manage than in-house PBX, and because it is cloud-based, it allows users to work from anywhere. The ease of implementation was greater, and the cost lower, with 8x8 than with alternatives we considered.

What is your favorite aspect of this product?

Centralized management is easy to use, and productivity has been increased overall through centralized communications throughout our organization, minimized IT support requirements, and it allowing our users to be productive from a work at the home environment - or from anywhere else that they might go!

What do you dislike most about this product?

8x8 Customer Service could be a little better. They are not always the quickest to resolve issues, and sometimes they try to deny responsibility for certain issues as well.

What recommendations would you give to someone considering this product?

8x8 Contact Center technology works well for our small business, allowing us to centralize our communications despite having a geographically diverse workforce with most employees working from different locations or their own homes.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing