What users are saying about
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52 Ratings
4 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
4 Ratings
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Score 7.2 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

Aircall

I think Aircall is suited for any company that needs to manage their phones easily - and especially if that phone is managed by multiple people. Being able to assign a voicemail to a specific user is so handy!
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.2
Aircall
Agent dashboard
8x8 Contact Center
7.3
Aircall
Validate callers
8x8 Contact Center
6.6
Aircall
Outbound response
8x8 Contact Center
6.2
Aircall
Call forwarding
8x8 Contact Center
7.3
Aircall
Click-to-call (CTC)
8x8 Contact Center
6.4
Aircall
Warm transfer
8x8 Contact Center
7.0
Aircall
Predictive dialing
8x8 Contact Center
5.4
Aircall
Interactive voice response
8x8 Contact Center
6.1
Aircall
REST APIs
8x8 Contact Center
5.0
Aircall
Call scripts
8x8 Contact Center
5.1
Aircall
Call tracking
8x8 Contact Center
7.2
Aircall
Multichannel integration
8x8 Contact Center
5.5
Aircall
CRM software integration
8x8 Contact Center
5.0
Aircall

Workforce Optimization (WFO)

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

Cloud PBX

8x8 Contact Center
Aircall
6.0
Hosted PBX
8x8 Contact Center
Aircall
8.0
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Aircall
8.0
User templates
8x8 Contact Center
Aircall
5.0
Call reports
8x8 Contact Center
Aircall
5.0
Directory of employee names
8x8 Contact Center
Aircall
4.0

Call Management

8x8 Contact Center
Aircall
5.6
Answering rules
8x8 Contact Center
Aircall
7.0
Call recording
8x8 Contact Center
Aircall
9.0
Call park
8x8 Contact Center
Aircall
4.0
Call screening
8x8 Contact Center
Aircall
2.0
Message alerts
8x8 Contact Center
Aircall
6.0

VoIP system collaboration

8x8 Contact Center
Aircall
7.5
Audio conferencing
8x8 Contact Center
Aircall
7.5

Mobile apps

8x8 Contact Center
Aircall
7.5
Mobile app for iOS
8x8 Contact Center
Aircall
7.5

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

Aircall

  • Support line
  • Shared inboxes
  • Support
  • Implementation
Anonymous | 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

Aircall

  • The mobile app should have all the same features of the desktop app including being able to add multiple callers to one call.
  • I wish Aircall had texting so we could integrate one phone system with our CRM (HubSpot).
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

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

Aircall

No score
No answers yet
No answers on this topic

Support

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

Aircall

Aircall 9.5
Based on 2 answers
They were prompt, actually listened to what our problems were, and whether or not the product had a solution I felt heard and was responded to honestly.
Anonymous | TrustRadius Reviewer

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

Aircall

We previously used Grasshopper. It was cumbersome and the web option was not user-friendly. It did incorporate texting but would not integrate with our CRM so we switched to Aircall. Aircall's interface is nicer to use and we are happy with the switch.
Anonymous | 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

Aircall

  • The shared inbox was great and gave our customers an amazing experience.
  • The lack of integration with our CRM made it tough for our sales reps to organize it.
  • Connectivity made for a lot of dropped calls.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Aircall

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.6
Aircall
6.5

Usability

8x8 Contact Center
8.2
Aircall

Support

8x8 Contact Center
5.5
Aircall
9.5

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