What users are saying about
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52 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
2 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

AgentTime Scheduler

Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.
Barbara Johnson | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
AgentTime Scheduler
Agent dashboard
8x8 Contact Center
7.3
AgentTime Scheduler
Validate callers
8x8 Contact Center
6.6
AgentTime Scheduler
Outbound response
8x8 Contact Center
6.1
AgentTime Scheduler
Call forwarding
8x8 Contact Center
7.2
AgentTime Scheduler
Click-to-call (CTC)
8x8 Contact Center
6.3
AgentTime Scheduler
Warm transfer
8x8 Contact Center
7.0
AgentTime Scheduler
Predictive dialing
8x8 Contact Center
5.3
AgentTime Scheduler
Interactive voice response
8x8 Contact Center
6.1
AgentTime Scheduler
REST APIs
8x8 Contact Center
5.0
AgentTime Scheduler
Call scripts
8x8 Contact Center
5.1
AgentTime Scheduler
Call tracking
8x8 Contact Center
7.2
AgentTime Scheduler
Multichannel integration
8x8 Contact Center
5.5
AgentTime Scheduler
CRM software integration
8x8 Contact Center
5.0
AgentTime Scheduler

Workforce Optimization (WFO)

8x8 Contact Center
7.5
AgentTime Scheduler
Inbound call routing
8x8 Contact Center
8.1
AgentTime Scheduler
Omnichannel inbound routing
8x8 Contact Center
7.3
AgentTime Scheduler
Recording
8x8 Contact Center
7.9
AgentTime Scheduler
Quality management
8x8 Contact Center
6.9
AgentTime Scheduler
Call analytics
8x8 Contact Center
7.4
AgentTime Scheduler
Historical reporting
8x8 Contact Center
6.7
AgentTime Scheduler
Live reporting
8x8 Contact Center
9.0
AgentTime Scheduler
Customer surveys
8x8 Contact Center
6.8
AgentTime Scheduler

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

AgentTime Scheduler

  • Customers can log in the system 7/24 without facing any problems.
  • AgentTime has the best features and safe connections for the staff.
  • Workers can send messages on time when the school has some class cancelations to all students.
Barbara Johnson | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

AgentTime Scheduler

  • Price of it might be expensive for small business but the product can still be used by any type of business.
  • Logging into the system is taking some time. It should be checked to see what is going on inside the system.
  • The scheduled time which is sent via e-mail is not received on time. It may have some bug problems.
Barbara Johnson | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

AgentTime Scheduler

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

AgentTime Scheduler

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

AgentTime Scheduler

We had many problems with a similar program in the organization and we decided we are interested in another software for time schedule and some of our customers recommended AgentTime Scheduler. We then used it for testing. Our first impression was positive about the software after spending 3 weeks and immediately we started to use it in the whole organization.
Barbara Johnson | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

AgentTime Scheduler

  • Customers experiencing sign-in problems.
  • Taking responses from our staff on time satisfies our customers.
  • The software is truly confidential and safe. This is first thing what we users are looking for and AgentTime has this.
Barbara Johnson | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

AgentTime Scheduler

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
AgentTime Scheduler
8.0

Usability

8x8 Contact Center
8.2
AgentTime Scheduler

Support Rating

8x8 Contact Center
5.5
AgentTime Scheduler

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