8x8 Contact Center vs Acarda Outbound

Likelihood to Recommend

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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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ 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

8.0

Acarda Outbound

—

Agent dashboard

7.8

—

Validate callers

7.9

—

Outbound response

8.3

—

Call forwarding

7.9

—

Click-to-call (CTC)

8.0

—

Warm transfer

7.6

—

Predictive dialing

7.3

—

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

8.0

Acarda Outbound

—

Inbound call routing

8.8

—

Omnichannel inbound routing

7.9

—

Recording

8.4

—

Quality management

8.8

—

Call analytics

7.9

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

Scalability of Services
Reliability
Technical Support

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ 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

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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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 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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Alternatives Considered

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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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 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

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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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 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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