What users are saying about
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Top Rated
240 Ratings
7 Ratings

8x8 Contact Center

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Top Rated
240 Ratings
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Score 7.9 out of 100
7 Ratings
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Score 7.6 out of 100

Feature Set Ratings

  • Altitude uCI ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.5

8x8 Contact Center

75%
9.7

Altitude

97%
Altitude uCI ranks higher in 13/13 features

Agent dashboard

8.1
81%
91 Ratings
9.0
90%
1 Rating

Validate callers

7.0
70%
82 Ratings
10.0
100%
1 Rating

Outbound response

8.5
85%
77 Ratings
10.0
100%
1 Rating

Call forwarding

7.8
78%
97 Ratings
10.0
100%
1 Rating

Click-to-call (CTC)

6.7
67%
58 Ratings
9.0
90%
1 Rating

Warm transfer

8.4
84%
92 Ratings
10.0
100%
1 Rating

Predictive dialing

6.7
67%
43 Ratings
10.0
100%
1 Rating

Interactive voice response

7.6
76%
57 Ratings
10.0
100%
1 Rating

REST APIs

8.3
83%
35 Ratings
9.0
90%
1 Rating

Call scripts

7.6
76%
51 Ratings
10.0
100%
1 Rating

Call tracking

7.0
70%
88 Ratings
10.0
100%
1 Rating

Multichannel integration

8.3
83%
52 Ratings
10.0
100%
1 Rating

CRM software integration

6.0
60%
47 Ratings
9.0
90%
1 Rating

Workforce Optimization (WFO)

8.3

8x8 Contact Center

83%
9.6

Altitude

96%
Altitude uCI ranks higher in 7/8 features

Inbound call routing

8.7
87%
85 Ratings
10.0
100%
1 Rating

Omnichannel inbound routing

9.0
90%
48 Ratings
10.0
100%
1 Rating

Recording

8.2
82%
83 Ratings
10.0
100%
1 Rating

Quality management

7.3
73%
81 Ratings
9.0
90%
1 Rating

Call analytics

7.9
79%
84 Ratings
8.0
80%
1 Rating

Historical reporting

8.3
83%
78 Ratings
10.0
100%
1 Rating

Live reporting

9.0
90%
1 Rating
10.0
100%
1 Rating

Customer surveys

7.8
78%
42 Ratings
N/A
0 Ratings

Attribute Ratings

  • Altitude uCI is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
9.0

Altitude

90%
1 Rating

Likelihood to Renew

8.3

8x8 Contact Center

83%
5 Ratings

Altitude

N/A
0 Ratings

Usability

8.6

8x8 Contact Center

86%
18 Ratings

Altitude

N/A
0 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings

Altitude

N/A
0 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings

Altitude

N/A
0 Ratings

Support Rating

6.4

8x8 Contact Center

64%
75 Ratings

Altitude

N/A
0 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating

Altitude

N/A
0 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings

Altitude

N/A
0 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings

Altitude

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Altitude

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings

Altitude

N/A
0 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings

Altitude

N/A
0 Ratings

Likelihood to Recommend

8x8, Inc.

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review

Altitude Software

  • Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
  • Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
  • Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
  • Offers the possibility to save interaction outcomes and present them in monitoring and reports.
  • Cannot replace a corporate PBX.
Read full review

Pros

8x8, Inc.

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review

Altitude Software

  • Predictive outbound
  • Offers a reliable CRM-lite option
  • GDPR platform module
  • Customizable reports
  • Powerful IVR flows with many options
  • Web-based management and agent applications available
Read full review

Cons

8x8, Inc.

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review

Altitude Software

  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
Read full review

Pricing Details

8x8 Contact Center

Starting Price

Editions & Modules

8x8 Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    View Pricing

    Altitude

    Starting Price

    Editions & Modules

    Altitude editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      8x8, Inc.

      I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
      Read full review

      Altitude Software

      No answers on this topic

      Usability

      8x8, Inc.

      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!!
      Read full review

      Altitude Software

      No answers on this topic

      Reliability and Availability

      8x8, Inc.

      The only issue I have ran across was on getting the updated new version
      Read full review

      Altitude Software

      No answers on this topic

      Performance

      8x8, Inc.

      Yes everything loads quickly and its ready for use
      Read full review

      Altitude Software

      No answers on this topic

      Support Rating

      8x8, Inc.

      The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
      Read full review

      Altitude Software

      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.
      Read full review

      Altitude Software

      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
      Read full review

      Altitude Software

      No answers on this topic

      Implementation Rating

      8x8, Inc.

      It was extremely easy
      Read full review

      Altitude Software

      No answers on this topic

      Alternatives Considered

      8x8, Inc.

      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.
      Read full review

      Altitude Software

      Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
      Read full review

      Contract Terms and Pricing Model

      8x8, Inc.

      It is pretty much "Par for the course" with the options out there with other vendors.
      Read full review

      Altitude Software

      No answers on this topic

      Scalability

      8x8, Inc.

      It was implemented across the board in the company and has worked perfectly
      Read full review

      Altitude Software

      No answers on this topic

      Return on Investment

      8x8, Inc.

      • 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.
      Read full review

      Altitude Software

      • Reliable prediction improves productivity
      • Multichannel integration offers an all-in-one solution
      • Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
      • Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)
      Read full review

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