8x8

Experience Communications Platform

Composite Score

8.0 /10

CX Score

8.1 /10

27 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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

7 Top Rated Capabilities

11 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

11 Top Rated Capabilities

11 Top Rated Features

2023

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.

86 Likeliness to Recommend

4
Since last award

95 Plan to Renew

6
Since last award

80 Satisfaction of Cost Relative to Value

2
Since last award

{y}

{name}

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.

+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?

4% Negative

0% Neutral

96% Positive

Pros

Client Friendly Policies
Altruistic
Acts with Integrity
Trustworthy

Feature Ratings

Average 85

Ticket Management

Workforce Management

Skills Based Routing

Call Scripting and Call Flow Management

Multi Channel Queue Management

Knowledge Management

Screen Prompts

Contact Center Analytics

Multi Channel Intake Integration

Contact Center Compliance Management

Call Recording

Vendor Capability Ratings

Average 82

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Breadth of Features

Business Value Created

Vendor Support

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Also Featured in...

Contact Center as a Service - Enterprise

Score 8.0

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

Experience Communications Platform Reviews

Neeraj K.

Role: Sales Marketing
Industry: Energy
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Apr 2025

ECPs are designed to enhance customer experience

Likeliness to Recommend

9 /10

What differentiates Experience Communications Platform from other similar products?

ECPs are designed to enhance customer experiences by providing a comprehensive suite of tools for managing and delivering communications across various channels. This includes capabilities like personalized messaging, omnichannel support, and advanced analytics, which can help businesses stand out from competitors.

What is your favorite aspect of this product?

Competitors may try to copy differentiated features, reducing the competitive advantage.

What do you dislike most about this product?

ECPs can be customized to meet the specific needs of different industries or customer segments, offering a more tailored and relevant experience. Developing and maintaining differentiated features can be costly.

What recommendations would you give to someone considering this product?

Pros

Continually Improving Product
Enables Productivity
Effective Service
Fair

Vaishali m.

Role: Student Academic
Industry: Education
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

"Reliable Global Comms with Smart Features—Mobile

Likeliness to Recommend

9 /10

What differentiates Experience Communications Platform from other similar products?

8x8 gives you global voice coverage and built-in analytics, which many competitors don’t offer out of the box. It’s also more scalable for growing teams compared to some smaller platforms.

What is your favorite aspect of this product?

The call recording and real-time analytics are game changers. It helps me monitor team performance and quickly resolve customer issues with data to back decisions.

What do you dislike most about this product?

Mobile app needs polish—it crashes occasionally and doesn’t always sync messages in real time.

What recommendations would you give to someone considering this product?

Try the demo thoroughly with your team. Focus on how well it fits your internal and customer-facing communication needs. Also, check support response times—they can vary by region.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Mark W.

Role: C-Level
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

A Big Fan of 8x8

Likeliness to Recommend

10 /10

What differentiates Experience Communications Platform from other similar products?

It just works. We use it for our softphone, deskphone, call center and our online video meetings.

What is your favorite aspect of this product?

Reliability

What do you dislike most about this product?

Not much to dislike. Price could always be cheaper.

What recommendations would you give to someone considering this product?

I would confidently move ahead.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Vendor's Interest First

Experience Communications Platform

What is Experience Communications Platform?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

Experience Communications Platform Ratings

86 Likeliness to Recommend

4 Since last award

95 Plan to Renew

6 Since last award

80 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+90 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.

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.

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.

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

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

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 Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

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

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).

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.

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.

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

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

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 - Enterprise

Experience Communications Platform Reviews

Neeraj K.

ECPs are designed to enhance customer experience

Likeliness to Recommend

Pros

Vaishali m.

"Reliable Global Comms with Smart Features—Mobile

Likeliness to Recommend

Pros

Mark W.

A Big Fan of 8x8

Likeliness to Recommend

Pros

Cons

Most Popular Experience Communications Platform Comparisons

CloudTalk

XTIUM CCaaS

Aircall

UJET CCaaS

Twilio Flex

Vonage Contact Center

4
Since last award

6
Since last award

2
Since last award

Feature Ratings

Ticket Management

Workforce Management

Skills Based Routing

Call Scripting and Call Flow Management

Multi Channel Queue Management

Knowledge Management

Screen Prompts

Contact Center Analytics

Multi Channel Intake Integration

Contact Center Compliance Management

Call Recording

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Breadth of Features

Business Value Created

Vendor Support

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement