# 8x8 Contact Center Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is 8x8 Contact Center the right Call Center solution for you? Explore 47 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/246510/ContactNow/reviews --- 8x8 Contact Center 4.3 (47) [View alternatives](https://www.capterra.com/p/246510/ContactNow/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated April 9th, 2026 # Reviews of 8x8 Contact Center Ease of use 4.4 Customer Service 4.0 ## Pros and Cons in Reviews Maria X. B Software SupportGovernment Administration, 501 - 1,000 employeesUsed the software for: More than 2 years. “x8 has a number of apps that integrate well with the contact center.“ January 23, 2026 JM Jacqueline M contact center managerHospital & Health Care, 201 - 500 employeesUsed the software for: 1-2 years. “The help desk calls take too long to get the appropriate help needed.“ November 9, 2023 VC Vito C IT AnalystComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “It is a great option for providing technical support.“ June 15, 2022 SG Stephanie G Front Desk AssociateBuilding Materials, 2 - 10 employeesUsed the software for: 1-2 years. “In the months since the pandemic began it has become increasingly difficult to speak to a person at the contact center however and the tier system they use to escalate issues is inefficient.“ January 5, 2021 NB Natalie B AdminHospital & Health Care, 11 - 50 employeesUsed the software for: More than 2 years. “Customer support is easy to get a hold of and our sales rep always answers back within 24 hours.“ June 9, 2020 ## Showing most helpful reviews Showing 1-25 of 47 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Annie F. Marketing Manager Building Materials Used the software for: 1-2 years ### "Well rounded program" July 29, 2019 5.0 Pros I love the voicemail feature. Made it easy when you are on the go. And the fax feature. No need for a fax machine with that! Cons We had some issues with the phone system but the overall web features were great Review Source LC Layne C. Application Support Specialist Utilities Used the software for: 1-2 years ### "Room for improvement, but overall good" July 26, 2024 4.0 Pros Queue system is good, overall setup is fairly simple & can be changed to fit users needs for the most part. Cons Support can be hard to deal with/not understand problems properly making it hard to get things resolved. Do not like having to have two things to use one system. One application/one website. Switched from [Verba Recording System](https://www.capterra.com/p/110993/Verba-Recording-System/)[Cisco Jabber](https://www.capterra.com/p/212050/Cisco-Jabber/) Save money as well as having administrative capabilities in the system. Review Source Response from 8x8 August 12, 2024 Hi Layne, thank you for taking the time to leave an honest review, we appreciate your feedback. We're pleased you find it overall good and take on board your comments for the areas of improvement. cS carrie S. director of digital marketing Health, Wellness and Fitness Used the software for: Less than 6 months ### "not the best, maybe the cheapest" March 12, 2024 3.0 definitely have had highs and lows. the support team has been nice and pleasant, but the issues have felt continuous and as soon as one issue is resolved, another pops up. Pros it was the more economic route, and the support team has been great. but the overall function and use has been abysmal. Cons the fact that it took 3 months to get it to successfully work with our crm, which was the whole reason we went with 8x8. Reason for choosing 8x8 Contact Center had used 8x8 in the past and it was less expensive. Switched from [One Talk](https://www.capterra.com/p/268546/One-Talk/) we wanted data, call recording, monitoring, and integration with crm. Review Source Response from 8x8 March 13, 2024 Thank you for taking the time to share your feedback with us. We truly appreciate hearing about your experience, and we're sorry to hear that it wasn't entirely positive. VR Verified Reviewer Software Support Government Administration Used the software for: 2+ years ### "Flexible and relatively stable call center software " January 23, 2026 4.0 The 8x8 support team is pretty responsive. 8x8 has a number of apps that integrate well with the contact center. Pros The customizable interface is fairly powerful and relatively easy to search, if not the most beautiful ui. Cons Sometimes there is inexplicable glitching and outages, often related to product updates which may happen on short notice. Review Source VR Verified Reviewer Manager Civic & Social Organization Used the software for: 2+ years ### "Decent application for mobile work calling/messaging." December 8, 2025 4.0 Pros I like that I receive a separate phone number, and that I can call from an agency call-back number if I want. Cons I dislike how the smartphone app handles group texts, and sometimes calls or messages do not go through or notify me. Review Source IG Idalia G. Sales Agency Insurance Used the software for: Less than 6 months ### "Beep 8x8 app" August 26, 2025 5.0 Instead of using my personal number to call clients, I can use my office direct line on 8x8 for communication. Pros I am able to reach out clients on 8x8 app. I can save their numbers and call or message them. It is quick and simple. Cons I actually like everything about this app. It doesn't give me a problem at all. I can also download it on my phone. Review Source WO Wannes O. CUstomer Support Manager Information Technology and Services Used the software for: 2+ years ### "powerful tool for calls that almost never is down" November 21, 2024 5.0 very positive. We have also a very qualified expert on the system in our company that can help out on short notice if changes need to be made. Pros We have a quite complicated setup with several types of lines in 7 languages that are managed well with 8x8 contact center with little downtime Cons Quite complicated way to set up scripts and hard to copy paste in the structure so a lot of manual work to program them. Review Source Response from 8x8 November 25, 2024 Dear Wannes, thank you for taking time to leave a review. We are delighted you are having a positive experience with 8x8 and your set up has been supported with little downtime. Also we'd like to thank you for your suggestions for improvement. eB emma B. Recruitment consultant Staffing and Recruiting Used the software for: Less than 6 months ### "Great product" January 10, 2025 5.0 the layout really easy to navigate really great product Pros Voip system is good the process to be able to listen to calls Cons Signal depending on broadband speeds and amount of people on the broadband Review Source Response from 8x8 January 13, 2025 Hi Emma, thank you for your review. We are delighted you are having an excellent experience with 8x8! SK Saular K. Global Helpdesk Tech II Utilities Used the software for: 2+ years ### "8x8: The Greatest VOIP There Was" August 5, 2024 5.0 My overall experience is very good with the contact center. There are a lot of things that can be fixed or done better, but at this moment in time, the contact center really does wonders for out team and productivity with our customers. Pros The best thing I like about the 8x8 contact center is the ease of transferring calls through the queues. It really makes it seamless when one user is unable to answer the phone. Cons I do not like how we have to go through two clicks and menus to go online and on break. It would be better if the buttons were at the top of the contact center for us to just click once without going through a pop-up pane window on the left. Review Source Response from 8x8 August 7, 2024 Hi Saular, thank you for leaving such a glowing review. It's great to hear you are having such a good experience. Thank you also for highlighting things we can do better, this helps us improve. Mathew L. Director Financial Services Used the software for: 1-2 years ### "A tad expensive for what it is and technical / relationship support is terrible" June 18, 2022 3.0 Pretty good kit overall but it is expensive and not necessarily worth the extra expense unless you fully utilise all the capability and get proper support, which is where it does fall down - terrible support team. Pros So many good features like pre-recorded script playback, speech analytics, cloud call recording and playback with speech to text, IVR set up and flexibility is good, skillset management is good, MI reporting is pretty good. Cons Goes down from time to time but not as often as prior software we used, releases seem to break things, for example they depricated key functionality with no recognition or knowledge when escalated (not addressed after 6 months), terrible support team who know nothing about their product, silly desktop app not fully integrated with browser interface. Reason for choosing 8x8 Contact Center Primarily down to speech analytics (which we haven't fully exploited yet) and pre-recorded scripts (agents own voice) for post-sale regulatory wrap up which has since been broken for 6 months! Review Source SG Stephanie G. Front Desk Associate Building Materials Used the software for: 1-2 years ### "8x8 Contact Center: Less than Perfect Customer Service" January 5, 2021 4.0 8x8 Contact Center helped us a lot when we began working remotely, setting up the application on our personal use computer and cell phone, etc. In the months since the pandemic began it has become increasingly difficult to speak to a person at the contact center however and the tier system they use to escalate issues is inefficient. Pros 8x8 is great to use to facilitate communication between techs and office staff and office staff and customers. Cons The system is glitchy and customer service is not always responsive- due in part to the pandemic and also because support staff work from overseas. Review Source Response from 8x8 December 20, 2021 We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone. If anything related to technical issues, please do not hesitate to email us on reviews@8x8.com thanks! HP Hardik P. Lead Network Engineer Information Technology and Services Used the software for: 6-12 months ### "Virtual Mobile Phone and Best tool for NOC or ITO" August 23, 2019 4.0 We have been using this software from past 10 months. We were using Bria and the application was hanging a lot and our NOC team was missing call which was not accepted. We switched to 8x8 and now number of drop calls has been reduced to extent. Pros The functionality on this software is same as mobile phone. Makes calling ease. Best android and ios application compare to other soft phones available in market. Cons Nothing major. The setup size of windows applications is very large, can be reduced. Because the Android and iOS application sizes are small. Review Source MG Mike G. VP IT Environmental Services Used the software for: 6-12 months ### "8x8 Software" July 23, 2019 4.0 Pros The system allows us to answer calls from a desk phone, mobile phone or software. Cons There were some connection issues in the beginning and we had to work through them. Review Source RG Rohan G. Sales Development Representative Information Technology and Services Used the software for: Less than 6 months ### "One of the best calling tools" July 19, 2022 5.0 Pros Easy to use. User friendly. Quality of software. Cons Since it's a really good dialling tool I would only say it's a bit heavy software that's all. Not much of a con though. Review Source CH Chase H. Account Manager Retail Used the software for: Less than 6 months ### "Used for a while." February 14, 2018 3.0 Pros Used this product for a while and overall it worked well but wasnt as fully featured as some products Cons Other competitors products have more features and function better when combined with other softwares. Review Source JS Joe S. IT Director Sporting Goods Used the software for: 2+ years ### "Good solution for medium to large companies with more complex needs." August 21, 2024 4.0 Implementation took an extremely long time, but we were compensated with free months of service. Wish you could drop users in the middle of a contract term like you can with competitors Pros Reliable uptime and powerful customers service options Cons Complexity of setup of IVR and time to get numbers ported. Switched from [GoTo Connect](https://www.capterra.com/p/163604/GoTo-Connect/) Goto was missing features in contact center. Review Source Response from 8x8 August 23, 2024 Hello Joe! Thank you for your positive product review! We have taken note of the areas of opportunity you highlighted and appreciate your candid thoughts! SC Samuel C. IT Helpdesk Administrator Automotive Used the software for: 1-2 years ### "8x8 gets the job done " August 7, 2024 4.0 It's been good so far and gets the job done. Pros The ease of use and desktop app associated with 8x8 Cons some drop calls and random latency when logging in to the contact center. We have to clear browser cache in order to get in the contact center. Review Source Response from 8x8 August 8, 2024 Hi Samuel, thank you for leaving feedback on your experience with 8x8. It's great to hear you find 8x8 easy to use. Please feel free to contact our support team if you experience difficulties. DV Dominic V. Systems Administrator Financial Services Used the software for: 1-2 years ### "8x8 Contact Center Review" August 5, 2024 5.0 The overall experience that I have with 8x8 is that it's a good communications platform. Pros It is easy to use and is seamless for engaging with customers in various ways of communication. Cons There can sometimes be issues with logging in to the software. Review Source Response from 8x8 August 7, 2024 Hi Dominic, we appreciate your feedback. We are delighted you find 8x8 easy to use and a positive experience. FM Fabiano M. Manager Wholesale Used the software for: 2+ years ### "8x8 Contact Center is a wise choice" February 9, 2024 4.0 So far, so good. As soon as everyone learned how to use it (which was easy, to be honest), we got so used to it that it would be hard to switch it at this time. Pros We really like the "click to dial" feature. It helped us a lot to avoid dialing to wrong numbers. The integration with our ERP system also makes it easier to control when the last call was placed to xyz customer Cons Not a deal breaker, but if we could choose an announcement to play during the "this call is being recorded" message, it would be great! Reason for choosing 8x8 Contact Center It looked like a good investiment. No regrets, we were right about it. Switched from [NEC UNIVERGE](https://www.capterra.com/p/177210/NEC-UNIVERGE/) Because our legacy phone system was really old and we were looking for a better way to have users working from their home without the complication of using VPN routers. Review Source Response from 8x8 February 12, 2024 Hello! Thank you for taking the time to leave a review. We appreciate your feedback and are glad you had a positive experience with our product. We value your input and look forward to serving you in the future. Thank you again for choosing us! AS Angela S. hospital manager Health, Wellness and Fitness Used the software for: Less than 6 months ### "8x8 is easy and a great system" July 26, 2024 5.0 It was a pretty simple switch over, and glad we did it Pros Ease of use, ability to get help. Phones do not go down due to service lost Cons Easy to contact thru app, fast response. Review Source Response from 8x8 August 2, 2024 Angela, thank you for your wonderful review! We're delighted to hear that you found our product easy to use. Customer satisfaction is our top priority! BD Bryon D. ITS Operations Supervisor Insurance Used the software for: 2+ years ### "8x8 Contact Center Review" November 27, 2023 5.0 The overall experience has been good. From time to time we do have issues that affect all of the agents but for the most part it has been stable and easy to use. Pros I like that it is always being upgraded with new features added. They seem to use the feedback given to make the product better. Cons Having to have both the Agent Workspace interface and 8x8 Work open for the calls to work. I do know that the beta is out where you will only need Workspace open but have not tested it yet. Reason for choosing 8x8 Contact Center 8x8 personalized their recommendations for a new system to us rather than Ring Central just saying they can do it without really digging in to find out what we really needed. Review Source Response from 8x8 November 29, 2023 Thanks a ton for your feedback! We truly appreciate your insights regarding the continuous upgrades and new features in our product. It's fantastic to hear that you've noticed our commitment to incorporating user feedback to enhance the overall experience. Your insights are invaluable to us, if you have any further suggestions, please feel free to reach out. We want to keep you in the loop as we continue to evolve and refine our product capabilities. Stay tuned for updates! JG Jason G. Telecom Engineer Pharmaceuticals Used the software for: 2+ years ### "VCC Review" November 10, 2023 4.0 Pros It's reliable and not experienced any interruption in service. Agent Workspace is a nice upgrade. Cons A drag & drop scripting interface is needed. Need to add ability to copy settings between users. Could use better text to speach. The ability to easily use 3rd party would be nice. Review Source Response from 8x8 February 6, 2024 Thank you so much for taking the time to leave your review. We appreciate your business with us. Please let us know what else we can do to help you and your business in the future. BR Bob R. Service Desk Team Lead Higher Education Used the software for: 2+ years ### "Have USed For a Long Time" January 31, 2024 3.0 Pros Easy to use. Can easily add/manage users. Easy to change the hours and days of operations. Can alter script or messages on an as-needed basis with little difficulty. Cons The support is TERRIBLE. Impossible to ever get a live person. Once you reach someone level one can never fix your problem. Level 2 never contacts you back. They don't seem to have any sense of urgency. My call center has been down for DAYS and no one seemed to care. Support is BAD BAD BAD BAD. Review Source Response from 8x8 February 8, 2024 Hello Bob! We're sorry to hear about your experience and want to extend our sincerest apologies for any inconvenience caused. We truly value your feedback as it helps us identify areas where we can improve our service. DM Derek M. Managing Director, Loan Servicing Financial Services Used the software for: 2+ years ### "8 X 8 Contact Center Review" April 2, 2024 5.0 Pros One system that covers most all communication needs for the corporation. Cons The sharable daskboard feature is only available in the VCC and not in the VO. We would VERY MUCH Like the VCC and VO's to be comined or at a minimum to have the sharable dashboard (that is vital to the employees so that can see the true real-time status of the call center) be an option in the VO. Review Source Response from 8x8 April 8, 2024 Derek, thank you so much for taking the time to share your positive feedback and your suggestions for improvement with us! We appreciate it. AA Amit A. Product Manager Consumer Goods Used the software for: 1-2 years ### "Reliable Platform for your OTP Deliverability & IVR!" March 3, 2022 5.0 I would rate 8X8 7/10. It's a good & reliable platform with a wide range of offerings in a single roof. Pros They have high deliverability percentages for OTP, that too at a reasonable cost. Logs and analytics to see your usage add to transparency. Cheer on the top is their active & supportive customer success team! Cons The integration process takes a lot of time and is certainly not hassle-free, as claimed by the salesperson. They experience a lot of small outages on a day-to-day basis. I would recommend subscribing to their Status Page to keep yourself & your team updated on the outages Alternatives considered [yellow.ai](https://www.capterra.com/p/194013/Yellow-Messenger/) Reason for choosing 8x8 Contact Center Pricing was high for the same offerings on the alternative products! Switched from [Firebase](https://www.capterra.com/p/160941/Firebase/) Deliverability, Reliability & Transparency are the reasons for the switch. Review Source Similar Products Featured ## Related categories [Auto Dialer](https://www.capterra.com/auto-dialer-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[Telemarketing](https://www.capterra.com/telemarketing-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.