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8x8

Experience Communications Platform

Composite Score

8.2 /10

CX Score

8.4 /10

35 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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Awards & Recognition

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

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2025 Data Quadrant Champion

Latest Award, 2025

4 Top Rated Capabilities

5 Top Rated Features

Latest Award, 2025

2025 Data Quadrant Champion

2025

4 Top Rated Capabilities

6 Top Rated Features

2025

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.

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.

85 Likeliness to Recommend

1
Since last award

93 Plan to Renew

80 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.

+91 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

3% Neutral

94% Positive

Pros

Altruistic
Friendly Negotiation
Reliable
Client Friendly Policies

Feature Ratings

Average 82

Ticket Management

Knowledge Management

Workforce Management

Call Scripting and Call Flow Management

Skills Based Routing

Contact Center Analytics

Multi Channel Queue Management

Call Recording

Screen Prompts

Contact Center Compliance Management

Multi Channel Intake Integration

Vendor Capability Ratings

Average 80

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Vendor Support

Ease of IT Administration

Breadth of Features

Business Value Created

Ease of Data Integration

Product Strategy and Rate of Improvement

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

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

Harendra R.

Role: Sales Marketing
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2023

Rich menu of features at an affordable price

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

It comes with an intuitive and elegant user interface that managers, agents and supervisors appreciate. It also comes with built-in, customizable inbound and outbound call/message workflows.

What is your favorite aspect of this product?

The Chat tab shows all digital conversations with a client over time, as well as the current conversation. If I click info the system displays the client’s details and order history because the platform is linked to our CRM system.

What do you dislike most about this product?

8x8 Contact Center is strictly cloud-based and this makes it difficult to use offline. Doesn’t provide much features for general business management because it only focused on Contact Center.

What recommendations would you give to someone considering this product?

Best for large enterprises, mid size businesses and small businesses. You can customize and use its multi-media queue to quickly route customers to the most appropriately skilled agents.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Alex N.

Role: Sales Marketing
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Professionally polished solution

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

8x8 Contact Center came fully loaded with high-tech features like automation and voice transcriptions. There is a multi-level auto-attendant which helps us improve efficiency by routing calls automatically based on caller input

What is your favorite aspect of this product?

When we are on the phone, 8x8 Contact Center algorithms comb through our conversations to find important moments and actionable insights that we use to improve our customer experience

What do you dislike most about this product?

It can differentiate itself from the pack by offering a built-in virtual private network that can help businesses add an extra level of security and privacy to the day-to-day efforts and defend against malicious actors

What recommendations would you give to someone considering this product?

8x8 Contact Center is the most unique offering ans aome of the features it brings to the table can't be found anywhere else. It's truly a unique contact center service that can bring a world of value to any business

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Experience Communications Platform

What is Experience Communications Platform?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2025 Data Quadrant Champion

Experience Communications Platform Ratings

85 Likeliness to Recommend

1 Since last award

93 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Experience Communications Platform?

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.

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

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

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.

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

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.).

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).

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

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

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.

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.

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.

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.

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.

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.

Also Featured in...

Contact Center as a Service - Midmarket

Experience Communications Platform Reviews

Charlie M.

Good Analytics, Multiple Features

Likeliness to Recommend

Pros

Harendra R.

Rich menu of features at an affordable price

Likeliness to Recommend

Pros

Alex N.

Professionally polished solution

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Ticket Management

Knowledge Management

Workforce Management

Call Scripting and Call Flow Management

Skills Based Routing

Contact Center Analytics

Multi Channel Queue Management

Call Recording

Screen Prompts

Contact Center Compliance Management

Multi Channel Intake Integration

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Vendor Support

Ease of IT Administration

Breadth of Features

Business Value Created

Ease of Data Integration

Product Strategy and Rate of Improvement