8x8 Contact Center vs Aircall

Likelihood to Recommend

In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Honestly, it's seems great for support and our support team did love it but it was terrible for sales.

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

Aircall

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

Aircall

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

8x8 Contact Center

—

Aircall

6.0

Hosted PBX

—

8.0

Multi-level Interactive Voice Response (IVR)

—

8.0

User templates

—

5.0

Call reports

—

5.0

Directory of employee names

—

4.0

8x8 Contact Center

—

Aircall

5.6

Answering rules

—

7.0

Call recording

—

9.0

Call park

—

4.0

Call screening

—

2.0

Message alerts

—

6.0

8x8 Contact Center

—

Aircall

5.0

Audio conferencing

—

5.0

8x8 Contact Center

—

Aircall

6.0

Mobile app for iOS

—

6.0

Pros

Makes it easy for patients to get routed to additional employees to take their call.
Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
Has the flexibility to manage multiple workflows for multiple lines of business or needs.

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Bryan Simms

IT Manager

Pivot Physical TherapyHealth, Wellness and Fitness, 1001-5000 employees

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Support line
Shared inboxes
Support
Implementation

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Cons

For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.

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Bryan Simms

IT Manager

Pivot Physical TherapyHealth, Wellness and Fitness, 1001-5000 employees

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Sales Line
Desktop App
Connectivity

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

No answers on this topic

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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Aircall 9.0

Based on 1 answer

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.

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Alternatives Considered

8x8 is much better than our previous vendor.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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They had strong support, but their connectivity was the worst out of all of them and their product was also probably the least customizable for your company.

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Return on Investment

Switching to 8x8, we have seen a 30% drop in our telecommunication expense.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Verified User

Manager in Sales

Computer Software Company, 51-200 employees

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Likelihood to Recommend