8x8 Contact Center vs. AgentTime Scheduler

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.4 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
AgentTime Scheduler
Score 5.0 out of 10
N/A
AgentTime Scheduler is a call center workforce modeling and scheduling option, from Portage Communications.N/A
Pricing
8x8 Contact CenterAgentTime Scheduler
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterAgentTime Scheduler
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterAgentTime Scheduler
Features
8x8 Contact CenterAgentTime Scheduler
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
151 Ratings
0% above category average
AgentTime Scheduler
-
Ratings
Agent dashboard8.4135 Ratings00 Ratings
Validate callers8.4119 Ratings00 Ratings
Outbound response8.3119 Ratings00 Ratings
Call forwarding8.6137 Ratings00 Ratings
Click-to-call (CTC)8.592 Ratings00 Ratings
Warm transfer8.4132 Ratings00 Ratings
Predictive dialing7.557 Ratings00 Ratings
Interactive voice response8.885 Ratings00 Ratings
REST APIs7.554 Ratings00 Ratings
Call scripts8.581 Ratings00 Ratings
Call tracking8.5133 Ratings00 Ratings
Multichannel integration8.377 Ratings00 Ratings
CRM software integration8.472 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
139 Ratings
4% above category average
AgentTime Scheduler
-
Ratings
Inbound call routing8.9124 Ratings00 Ratings
Omnichannel inbound routing8.372 Ratings00 Ratings
Recording8.5124 Ratings00 Ratings
Quality management8.6123 Ratings00 Ratings
Call analytics8.0125 Ratings00 Ratings
Historical reporting8.1116 Ratings00 Ratings
Live reporting8.418 Ratings00 Ratings
Customer surveys8.567 Ratings00 Ratings
Customer interaction analytics8.812 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterAgentTime Scheduler
Small Businesses
CloudTalk
CloudTalk
Score 8.4 out of 10
8x8 Contact Center
8x8 Contact Center
Score 8.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.4 out of 10
Eleveo
Eleveo
Score 9.0 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
Calabrio WFM
Calabrio WFM
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterAgentTime Scheduler
Likelihood to Recommend
8.2
(154 ratings)
8.0
(2 ratings)
Likelihood to Renew
6.5
(8 ratings)
-
(0 ratings)
Usability
8.3
(40 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
8.5
(53 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(5 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterAgentTime Scheduler
Likelihood to Recommend
8x8, Inc.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
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Portage Communications
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.
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Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
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Portage Communications
  • 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.
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Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
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Portage Communications
  • 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.
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Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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Portage Communications
No answers on this topic
Usability
8x8, Inc.
8x8's contact center provides us with the functionality and capabilities we desire. Leaders have the ability to measure, guide, and improve the performance of our service representatives. They also have the ability to make necessary changes based on call volumes and workloads. Our service representatives have the tools required to resolve callers' needs more effectively. The administration tools available help us self-service our needs and resolve issues.
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Portage Communications
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Portage Communications
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Portage Communications
No answers on this topic
Support Rating
8x8, Inc.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
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Portage Communications
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.
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Portage Communications
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
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Portage Communications
No answers on this topic
Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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Portage Communications
No answers on this topic
Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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Portage Communications
I think AgentTime Scheduler truly does exactly what is needed from me on a day to day. It is the only scheduler I have used since being with the company
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Portage Communications
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Portage Communications
No answers on this topic
Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
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Portage Communications
  • 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.
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