8x8 Contact Center vs Acarda Outbound

Likelihood to Recommend

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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I think that Acarda is a fantastic tool for any company that is perhaps not selling software, not offering technical support, has minimal technical needs internally, and wants a tool that just works well. We have had issues with support and dropped calls from other outbound and VOIP systems, Acarda was a really solid platform. I would imagine that the average Sales, Billing and Support Team of a small business or StartUp would find a lot to love here.

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Verified User

Employee in Customer Service

Financial Services Company, 51-200 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

Acarda Outbound

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

Acarda Outbound

—

Inbound call routing

8.5

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

Makes it easy for patients to get routed to additional employees to take their call.
Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
Has the flexibility to manage multiple workflows for multiple lines of business or needs.

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Bryan Simms

IT Manager

Pivot Physical TherapyHealth, Wellness and Fitness, 1001-5000 employees

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Simple Setup.
Great Support Team.
Never dropped calls.

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Verified User

Employee in Customer Service

Financial Services Company, 51-200 employees

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Cons

For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.

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Bryan Simms

IT Manager

Pivot Physical TherapyHealth, Wellness and Fitness, 1001-5000 employees

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Lacked the level of integrations we needed with other software.
That's it. It was great otherwise.

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Verified User

Employee in Customer Service

Financial Services Company, 51-200 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Alternatives Considered

8x8 is much better than our previous vendor.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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I am not super familiar with the competitors because we moved away from this style of support soon after adopting Acarda, but I had no complaints while using it.

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Verified User

Employee in Customer Service

Financial Services Company, 51-200 employees

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Return on Investment

Switching to 8x8, we have seen a 30% drop in our telecommunication expense.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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Easy to get started with.
Great workflow, especially for people starting in the industry.
Helped us meet our daily call goals.

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Verified User

Employee in Customer Service

Financial Services Company, 51-200 employees

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