8x8 Contact Center: Omnichannel, Cloud Contact Center, ACD, IVR

Epic Failure

After explaining our Use Case, we were assured integration with Salesforce and our predictive dialer. Went through multiple implementation managers and technical support calls. Lacked knowledge and competence. Stated they had produced 5-6 workarounds for our Use Case. Finally got head of tech support from the UK on the phone and he completely contradicted his US counterparts and flatly said and confirmed in writing that the requirement could not be met, meaning one of two things: we were lied to, or their head of tech support also is not knowledgeable. Product was not in production for 1 minute however they continued to bill the credit card on file for months. Went through an arduous and painful refund process, which, considering the amount of time and direct costs we had put into this, was an extremely gracious exit offer on our part. Refused to pay for the shipment of their useless hardware back to them. Probably dealt with 20 people over the course of this experience, and 18 of them were completely incompetent. We encountered some of the same customer service others have mentioned, such as "Google it, you will see that it works," and various others. Completely ridiculous. Obviously, I would not recommend engaging with this company.

Works in Sales Cloud - does not work with Financial Services Cloud

If you are using Financial Services Cloud this does not work with the individual or person account objects. This app only works in the Sales Cloud instance. I requested this update with 8x8 technical support but have not heard anything in a month.

Great product

we are very happy

Product Limitations

We installed the 8x8 Virtual Office for Salesforce via the instructions on 8x8's website (because that is how you get the Lightning compatible version.) I was excited to roll this out to our Inside Sales team to help improve workflow but infact - does the opposite. According to 8x8 Support there is no way to customize the Log a Call through the app to reflect a 'Call'. The activity records as Task Subtype = Task as opposed to Task Subtype = Call. Because of this we are unable to run reports on the activity our users perform through this app. I will not be rolling this out company-wide until this flaw is fixed. Also, the fact that they have 3 different avenues (no consistency) to install this app should say something about the maintenance of this product.

Horrible Support

Stay Away I want to describe a typical call with one of the support reps. It normally is me asking for support and the rep asking me to explain to them about a product or feature 8x8 offers. They have no clue what services 8x8 even has and if they do they could not help you with it anyway. The extent of the support is 8x8 paying people to google search what someone on the other end of the phone asks. I have been sent documentation multiple times for things that would either mess up our phone system, or it is for a product we do not even have. I would understand if this happened once but its every call. I should not know more about 8x8 products than the 8x8 support. I know how to use google I do not need to call support for that. Go with a better phone system that has the features you want and support to make sure things are setup correctly.

Amazing!

This app works perfect! easy to use, & also easy to locate which calls are associated to whichever account. Quick access to make call and recording them. Love it!

Wonderful!

I really like how easy it is for 8x8 to pick up a call in SF and then log it with a quick note. It is extremely easy and efficient, compared to my past experiences in sales (Cisco phones and Oracle CRM). I also really like how easy it is to review call recordings. Keep it up!

Great way to save time

8x8 works really well in conjunction with SalesForce and is a really great way to consolidate steps and save time. The way it auto tracks your calling and integrates directly with the phone is very helpful and a big productivity gain.

Woks Great

The 8x8 VCC works seamlessly with our Salesforce.

great

love 8x8, saves time and makes it easy to take notes on your calls. great tool i suggest!