What users are saying about
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Top Rated
156 Ratings
5 Ratings

8x8 Contact Center

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Top Rated
156 Ratings
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Score 7.5 out of 100
5 Ratings
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Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Altitude

  • 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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.0
Altitude
9.7
Agent dashboard
8x8 Contact Center
7.0
Altitude
9.0
Validate callers
8x8 Contact Center
6.8
Altitude
10.0
Outbound response
8x8 Contact Center
7.2
Altitude
10.0
Call forwarding
8x8 Contact Center
7.6
Altitude
10.0
Click-to-call (CTC)
8x8 Contact Center
6.5
Altitude
9.0
Warm transfer
8x8 Contact Center
7.1
Altitude
10.0
Predictive dialing
8x8 Contact Center
7.1
Altitude
10.0
Interactive voice response
8x8 Contact Center
7.3
Altitude
10.0
REST APIs
8x8 Contact Center
6.2
Altitude
9.0
Call scripts
8x8 Contact Center
7.4
Altitude
10.0
Call tracking
8x8 Contact Center
6.5
Altitude
10.0
Multichannel integration
8x8 Contact Center
7.4
Altitude
10.0
CRM software integration
8x8 Contact Center
6.7
Altitude
9.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Altitude
9.6
Inbound call routing
8x8 Contact Center
7.6
Altitude
10.0
Omnichannel inbound routing
8x8 Contact Center
8.8
Altitude
10.0
Recording
8x8 Contact Center
7.2
Altitude
10.0
Quality management
8x8 Contact Center
6.9
Altitude
9.0
Call analytics
8x8 Contact Center
6.7
Altitude
8.0
Historical reporting
8x8 Contact Center
6.5
Altitude
10.0
Live reporting
8x8 Contact Center
9.0
Altitude
10.0
Customer surveys
8x8 Contact Center
7.3
Altitude

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Altitude

  • 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
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Altitude

  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 15 answers
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!!
Kelly Disera | TrustRadius Reviewer

Altitude

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.9
Based on 67 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Altitude

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

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.
Chris Bugg | TrustRadius Reviewer

Altitude

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.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • 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.
Michael Furman | TrustRadius Reviewer

Altitude

  • 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)
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Altitude

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
Altitude
9.0

Usability

8x8 Contact Center
8.0
Altitude

Support Rating

8x8 Contact Center
6.9
Altitude

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