8x8

Experience Communications Platform

Composite Score

8.2 /10

CX Score

8.3 /10

34 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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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.

86 Likeliness to Recommend

93 Plan to Renew

80 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 91%
Negotiation and Contract:: 84%
Conflict Resolution:: 93%
Strategy & Innovation:: 91%
Service Experience:: 91%

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.

+90 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?

3% Negative

4% Neutral

93% Positive

Pros

Altruistic
Reliable
Friendly Negotiation
Performance Enhancing

Feature Ratings

Average 83

Ticket Management

Workforce Management

Skills Based Routing

Knowledge Management

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Queue Management

Call Recording

Contact Center Compliance Management

Screen Prompts

Multi Channel Intake Integration

Vendor Capability Ratings

Average 80

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Quality of Features

Ease of Customization

Vendor Support

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Data Integration

Also Featured in...

Contact Center as a Service - Midmarket

Score 8.2

View Experience Communications Platform in this category (opens in a new tab)

Experience Communications Platform Reviews

vignesh k.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Bridging Communication Gaps with Ease

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

8x8 Experience Communications Platform differentiates itself by integrating Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) into a single, cohesive platform known as XCaaS. This integration ensures seamless communication across voice, video, chat, and contact center interactions, breaking down silos between employee and customer communications. Additionally, its advanced analytics and AI capabilities provide valuable insights for smarter decision-making.

What is your favorite aspect of this product?

The platform's reliability and quality stand out the most. It offers exceptional call and video quality, ensuring clear and uninterrupted communication. The user-friendly interface and intuitive navigation enhance the overall user experience.

What do you dislike most about this product?

Honestly Zero dislike, I like this product very much

What recommendations would you give to someone considering this product?

Assess Your Needs: Make sure the platform's features align with your specific business requirements, especially if you need advanced AI capabilities. Leverage Integration: Utilize the seamless communication across different modes (voice, video, chat) to enhance both employee and customer experiences. Utilize Analytics: Take advantage of the robust analytics to gain insights and make data-driven decisions.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ty C.

Role: Industry Specific Role
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Happy financial planner using 8x8

Likeliness to Recommend

9 /10

What differentiates Experience Communications Platform from other similar products?

Ease of interface with my cell phone and the fact my line can go with me anywhere. Don’t have to call anyone to move my hardline number

What is your favorite aspect of this product?

Use anywhere

What do you dislike most about this product?

How the texting app went away

What recommendations would you give to someone considering this product?

They will be happy with it and clear calls

Pros

Enables Productivity
Efficient Service
Effective Service
Respectful

Charlie M.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2023

Good Analytics, Multiple Features

Likeliness to Recommend

5 /10

What differentiates Experience Communications Platform from other similar products?

8x8 provides good options for customization and good analytics,

What is your favorite aspect of this product?

My favorite feature would be the reporting options that you have in 8x8

What do you dislike most about this product?

When setting admin access levels on the IT side of the product, it is harder to customise.

What recommendations would you give to someone considering this product?

This is a good product but allow ample time to set up and configure is what we have found. After doing a rollout to 50+ sites

Pros

Includes Product Enhancements
Helps Innovate
Continually Improving Product
Performance Enhancing

Experience Communications Platform

What is Experience Communications Platform?

Company Details

Need Assistance?

Experience Communications Platform Ratings

86 Likeliness to Recommend

93 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love Experience Communications Platform?

Chart

Pros

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

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

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

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

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

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.).

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.

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).

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

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

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).

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.

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.

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.

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.

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.

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

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.

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.

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

Also Featured in...

Contact Center as a Service - Midmarket

Experience Communications Platform Reviews

vignesh k.

Bridging Communication Gaps with Ease

Likeliness to Recommend

Pros

Ty C.

Happy financial planner using 8x8

Likeliness to Recommend

Pros

Charlie M.

Good Analytics, Multiple Features

Likeliness to Recommend

Pros

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Feature Ratings

Ticket Management

Workforce Management

Skills Based Routing

Knowledge Management

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Queue Management

Call Recording

Contact Center Compliance Management

Screen Prompts

Multi Channel Intake Integration

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Quality of Features

Ease of Customization

Vendor Support

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Data Integration