[24]7 Assist vs. 8x8 Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
[24]7 Assist
Score 9.0 out of 10
N/A
[24]7 Assist call center agent to best serve customers across digital and voice engagements. Assist includes three options: Digital Assist Assist Widget for CRM Active Share Digital Assist is a unified, AI-powered agent console for messaging apps and chat interactions. Assist Widget for CRM provides native and custom connectors to embed Digital Assist into your customer relationship management (CRM) and enterprise systems for a holistic view of…N/A
8x8 Contact Center
Score 7.6 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Pricing
[24]7 Assist8x8 Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
[24]7 Assist8x8 Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
[24]7 Assist8x8 Contact Center
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
[24]7 Assist8x8 Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
[24]7 Assist
-
Ratings
8x8 Contact Center
7.0
131 Ratings
18% below category average
Agent dashboard00 Ratings7.8116 Ratings
Validate callers00 Ratings7.0105 Ratings
Outbound response00 Ratings8.0102 Ratings
Call forwarding00 Ratings8.0119 Ratings
Click-to-call (CTC)00 Ratings5.677 Ratings
Warm transfer00 Ratings8.0115 Ratings
Predictive dialing00 Ratings7.953 Ratings
Interactive voice response00 Ratings7.169 Ratings
REST APIs00 Ratings7.641 Ratings
Call scripts00 Ratings7.469 Ratings
Call tracking00 Ratings6.9115 Ratings
Multichannel integration00 Ratings4.667 Ratings
CRM software integration00 Ratings4.459 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
[24]7 Assist
-
Ratings
8x8 Contact Center
7.8
122 Ratings
6% below category average
Inbound call routing00 Ratings7.8111 Ratings
Omnichannel inbound routing00 Ratings8.161 Ratings
Recording00 Ratings8.0108 Ratings
Quality management00 Ratings7.7108 Ratings
Call analytics00 Ratings7.6108 Ratings
Historical reporting00 Ratings7.4100 Ratings
Live reporting00 Ratings9.01 Ratings
Customer surveys00 Ratings7.257 Ratings
Best Alternatives
[24]7 Assist8x8 Contact Center
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.8 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
[24]7 Assist8x8 Contact Center
Likelihood to Recommend
9.0
(1 ratings)
7.7
(135 ratings)
Likelihood to Renew
-
(0 ratings)
7.7
(6 ratings)
Usability
-
(0 ratings)
8.3
(21 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
9.1
(2 ratings)
Support Rating
-
(0 ratings)
4.0
(52 ratings)
In-Person Training
-
(0 ratings)
9.1
(1 ratings)
Implementation Rating
-
(0 ratings)
8.5
(4 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.3
(1 ratings)
Ease of integration
-
(0 ratings)
8.6
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
[24]7 Assist8x8 Contact Center
Likelihood to Recommend
[24]7.ai
It is well suited to companies who have large numbers of Inbound-Outbound call traffic. And where the number of agents handling such calls is very large (>10,000). For companies having less call traffic, this solution won't be cost-effective. Also, it is appropriate for companies looking to improve their CSAT score.
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8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
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Pros
[24]7.ai
  • It supports chat & multiple messaging channel interactions from a single terminal
  • Native & Custom integrations enable embedding widgets into the existing CRM systems
Read full review
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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Cons
[24]7.ai
  • The User Interface can be improved & made to look much more contemporary & next-gen
  • Implementation can be made more simpler
  • Training & Troubleshooting knowledge transfer can be improved
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8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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Likelihood to Renew
[24]7.ai
No answers on this topic
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Usability
[24]7.ai
No answers on this topic
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
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Reliability and Availability
[24]7.ai
No answers on this topic
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Performance
[24]7.ai
No answers on this topic
8x8, Inc.
Yes everything loads quickly and its ready for use
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Support Rating
[24]7.ai
No answers on this topic
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
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In-Person Training
[24]7.ai
No answers on this topic
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Online Training
[24]7.ai
No answers on this topic
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Implementation Rating
[24]7.ai
No answers on this topic
8x8, Inc.
It was extremely easy
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Alternatives Considered
[24]7.ai
[24]7 Assist offers better value for money & much higher level of customization as compared to other solutions. The AI feature works well & the integration with existing CRM is very smooth. Unified desktop interactions for chat & multiple channel messaging are very effective features of the solution & enable agent interaction much more fructified.
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8x8, Inc.
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
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Contract Terms and Pricing Model
[24]7.ai
No answers on this topic
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Scalability
[24]7.ai
No answers on this topic
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Return on Investment
[24]7.ai
  • Improved CSAT score
  • Operating cost saving up to 30%
  • Better Customer engagement & 20% more lead conversion
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8x8, Inc.
  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
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ScreenShots