What users are saying about
11 Ratings
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Score 7.1 out of 101
1 Ratings
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Score 8 out of 101

Likelihood to Recommend

8x8 Contact Center

Well Suited: VCC IVR provides capabilities of configuring Custom IVRs to meet requirements. VO Provides Phone End Points (VoIP Softphone/Virtual Office via Web Browser and/or Application) to Call Centers in Countries abroad from our US locations that do not have reliable Networks which prohibits the use of our current Enterprise Telephony Solution.
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Acarda Outbound

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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Feature Rating Comparison

Contact Center Software

8x8 Contact Center
8.0
Acarda Outbound
Agent dashboard
8x8 Contact Center
7.8
Acarda Outbound
Validate callers
8x8 Contact Center
7.9
Acarda Outbound
Outbound response
8x8 Contact Center
8.3
Acarda Outbound
Call forwarding
8x8 Contact Center
7.9
Acarda Outbound
Click-to-call (CTC)
8x8 Contact Center
8.0
Acarda Outbound
Warm transfer
8x8 Contact Center
7.6
Acarda Outbound
Predictive dialing
8x8 Contact Center
7.3
Acarda Outbound
Interactive voice response
8x8 Contact Center
7.1
Acarda Outbound
REST APIs
8x8 Contact Center
8.2
Acarda Outbound
Call scripts
8x8 Contact Center
7.2
Acarda Outbound
Call tracking
8x8 Contact Center
8.5
Acarda Outbound
Multichannel integration
8x8 Contact Center
9.1
Acarda Outbound
CRM software integration
8x8 Contact Center
8.5
Acarda Outbound

Workforce Optimization (WFO)

8x8 Contact Center
8.0
Acarda Outbound
Inbound call routing
8x8 Contact Center
8.8
Acarda Outbound
Omnichannel inbound routing
8x8 Contact Center
7.9
Acarda Outbound
Recording
8x8 Contact Center
8.4
Acarda Outbound
Quality management
8x8 Contact Center
8.8
Acarda Outbound
Call analytics
8x8 Contact Center
7.9
Acarda Outbound
Historical reporting
8x8 Contact Center
7.8
Acarda Outbound
Live reporting
8x8 Contact Center
9.0
Acarda Outbound
Customer surveys
8x8 Contact Center
5.5
Acarda Outbound

Pros

8x8 Contact Center

  • Scalability of Services
  • Reliability
  • Technical Support
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Acarda Outbound

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
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Cons

8x8 Contact Center

  • Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
  • Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
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Acarda Outbound

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

8x8 Contact Center

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.
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Acarda Outbound

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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Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
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Acarda Outbound

  • 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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Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Acarda Outbound

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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