Experience Communications Platform Logo
Experience Communications Platform Logo
8x8

Experience Communications Platform

7.4 /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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Awards & Recognition

Experience Communications Platform won the following awards in the Contact Center as a Service - Midmarket category

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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.

82 Likeliness to Recommend

2
Since last award

89 Plan to Renew

78 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

+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?

11% Negative
0% Neutral
89% 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

88

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

77

Quality of Features

77

Experience Communications Platform Reviews

John P.

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

Submitted Sep 2024

Repeat Customer

Likeliness to Recommend

8 /10

What differentiates Experience Communications Platform from other similar products?

8x8 is incredibly easy to implement, and is a breeze to train people on.

What is your favorite aspect of this product?

Ease of use and implementation.

What do you dislike most about this product?

I have no complaints about 8x8.

What recommendations would you give to someone considering this product?

8x8 is not for everyone. It is a great option I have used several times that fits into almost any budget, but may not be the best fit for companies that need something deeper.

Pros

  • Friendly Negotiation
  • Enables Productivity
  • Trustworthy
  • Efficient Service

Shelby G.

  • Role: Operations
  • Industry: Healthcare
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

8 x 8 System Fair Review

Likeliness to Recommend

4 /10

What differentiates Experience Communications Platform from other similar products?

simple, and easy system to use 8x8 has been very useful for the business to ensure communications. The system was set up into our polycom telephones systems by our IT team simply and easily.The app and lay out of the system is easy to use.

What is your favorite aspect of this product?

The system was set up into our polycom telephones systems by our IT team simply and easily

What do you dislike most about this product?

The call transfer was not straight forward unless you were trained to do so

What recommendations would you give to someone considering this product?

Receive training before deploying the system - we needed more indepth training

Pros

  • Continually Improving Product
  • Reliable
  • Trustworthy
  • Respectful

Cons

  • Inhibits Innovation
  • Less Effective Service
  • Wastes Time

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

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