What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
150 Ratings
This review does not include a rating.

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
150 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100
This review does not include a rating.

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Afiniti

No answers on this topic

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Afiniti
Agent dashboard
8x8 Contact Center
6.9
Afiniti
Validate callers
8x8 Contact Center
6.6
Afiniti
Outbound response
8x8 Contact Center
7.0
Afiniti
Call forwarding
8x8 Contact Center
7.3
Afiniti
Click-to-call (CTC)
8x8 Contact Center
6.1
Afiniti
Warm transfer
8x8 Contact Center
7.0
Afiniti
Predictive dialing
8x8 Contact Center
7.1
Afiniti
Interactive voice response
8x8 Contact Center
7.3
Afiniti
REST APIs
8x8 Contact Center
6.1
Afiniti
Call scripts
8x8 Contact Center
6.9
Afiniti
Call tracking
8x8 Contact Center
6.6
Afiniti
Multichannel integration
8x8 Contact Center
7.4
Afiniti
CRM software integration
8x8 Contact Center
6.7
Afiniti

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Afiniti
Inbound call routing
8x8 Contact Center
7.6
Afiniti
Omnichannel inbound routing
8x8 Contact Center
8.8
Afiniti
Recording
8x8 Contact Center
7.2
Afiniti
Quality management
8x8 Contact Center
6.7
Afiniti
Call analytics
8x8 Contact Center
6.8
Afiniti
Historical reporting
8x8 Contact Center
6.5
Afiniti
Live reporting
8x8 Contact Center
9.0
Afiniti
Customer surveys
8x8 Contact Center
7.4
Afiniti

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Afiniti

No answers on this topic

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Afiniti

No answers on this topic

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
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!!
Kelly Disera | TrustRadius Reviewer

Afiniti

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 69 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Afiniti

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

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.
Chris Bugg | TrustRadius Reviewer

Afiniti

No answers on this topic

Return on Investment

8x8 Contact Center

  • 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.
Michael Furman | TrustRadius Reviewer

Afiniti

No answers on this topic

Pricing Details

8x8 Contact Center

General

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

Afiniti

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Afiniti

Usability

8x8 Contact Center
8.0
Afiniti

Support Rating

8x8 Contact Center
7.0
Afiniti

Add comparison