What users are saying about
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Top Rated
239 Ratings
This review does not include a rating.

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
This review does not include a rating.

Feature Set Ratings

    Contact Center Software

    7.5

    8x8 Contact Center

    75%

    Afiniti

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    91 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    82 Ratings
    N/A
    0 Ratings

    Outbound response

    8.4
    84%
    77 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.7
    77%
    97 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    58 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    92 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    43 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.5
    75%
    57 Ratings
    N/A
    0 Ratings

    REST APIs

    8.2
    82%
    35 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    51 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    88 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    52 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.0
    60%
    47 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    Afiniti

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    85 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.0
    90%
    48 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    83 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    81 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    84 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    78 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    42 Ratings
    N/A
    0 Ratings

    Attribute Ratings

      Likelihood to Recommend

      7.9

      8x8 Contact Center

      79%
      106 Ratings

      Afiniti

      N/A
      0 Ratings

      Likelihood to Renew

      8.4

      8x8 Contact Center

      84%
      5 Ratings

      Afiniti

      N/A
      0 Ratings

      Usability

      8.5

      8x8 Contact Center

      85%
      18 Ratings

      Afiniti

      N/A
      0 Ratings

      Availability

      9.1

      8x8 Contact Center

      91%
      2 Ratings

      Afiniti

      N/A
      0 Ratings

      Performance

      9.1

      8x8 Contact Center

      91%
      2 Ratings

      Afiniti

      N/A
      0 Ratings

      Support Rating

      6.3

      8x8 Contact Center

      63%
      75 Ratings

      Afiniti

      N/A
      0 Ratings

      In-Person Training

      9.1

      8x8 Contact Center

      91%
      1 Rating

      Afiniti

      N/A
      0 Ratings

      Implementation Rating

      9.1

      8x8 Contact Center

      91%
      3 Ratings

      Afiniti

      N/A
      0 Ratings

      Configurability

      9.1

      8x8 Contact Center

      91%
      2 Ratings

      Afiniti

      N/A
      0 Ratings

      Contract Terms and Pricing Model

      7.3

      8x8 Contact Center

      73%
      1 Rating

      Afiniti

      N/A
      0 Ratings

      Ease of integration

      8.6

      8x8 Contact Center

      86%
      2 Ratings

      Afiniti

      N/A
      0 Ratings

      Product Scalability

      9.1

      8x8 Contact Center

      91%
      2 Ratings

      Afiniti

      N/A
      0 Ratings

      Likelihood to Recommend

      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.
      Read full review

      Afiniti.com

      No answers on this topic

      Pros

      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.
      Read full review

      Afiniti.com

      No answers on this topic

      Cons

      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.
      Read full review

      Afiniti.com

      No answers on this topic

      Pricing Details

      8x8 Contact Center

      Starting Price

      Editions & Modules

      8x8 Contact Center editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        View Pricing

        Afiniti

        Starting Price

        Editions & Modules

        Afiniti editions and modules pricing
        EditionModules

        Footnotes

          Offerings

          Free Trial
          Free/Freemium Version
          Premium Consulting/Integration Services

          Entry-level set up fee?

          No setup fee

          Additional Details

          Likelihood to Renew

          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
          Read full review

          Afiniti.com

          No answers on this topic

          Usability

          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!!
          Read full review

          Afiniti.com

          No answers on this topic

          Reliability and Availability

          8x8, Inc.

          The only issue I have ran across was on getting the updated new version
          Read full review

          Afiniti.com

          No answers on this topic

          Performance

          8x8, Inc.

          Yes everything loads quickly and its ready for use
          Read full review

          Afiniti.com

          No answers on this topic

          Support Rating

          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.
          Read full review

          Afiniti.com

          No answers on this topic

          In-Person Training

          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.
          Read full review

          Afiniti.com

          No answers on this topic

          Online Training

          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
          Read full review

          Afiniti.com

          No answers on this topic

          Implementation Rating

          8x8, Inc.

          It was extremely easy
          Read full review

          Afiniti.com

          No answers on this topic

          Alternatives Considered

          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.
          Read full review

          Afiniti.com

          No answers on this topic

          Contract Terms and Pricing Model

          8x8, Inc.

          It is pretty much "Par for the course" with the options out there with other vendors.
          Read full review

          Afiniti.com

          No answers on this topic

          Scalability

          8x8, Inc.

          It was implemented across the board in the company and has worked perfectly
          Read full review

          Afiniti.com

          No answers on this topic

          Return on Investment

          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.
          Read full review

          Afiniti.com

          No answers on this topic

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