8x8 Contact Center vs. Alvaria Performance

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.1 out of 10
N/A
8x8 offers their eponymous 8x8 Contact Center as a call center solution with in-built workforce optimization features, as well as an integration with Teleoptics to supply workforce management capabilities. The software is based at least partially on technology gained when 8x8 acquired Contactual in 2011; the Contactual OnDemand Contact Center was the earlier name of the platform.N/A
Alvaria Performance
Score 9.2 out of 10
N/A
Alvaria Performance (formerly Aspect Performance Management) is a tool that can reveal insights by enabling the tracking of personal and group performance vs. goal using a wide range of metrics with data sourced from many contact center systems. It includes a coaching module, which helps ensure staff gets the corrective training they need, and gamification to set up targeted challenges with rules, goals and rewards set by the supervisor.N/A
Pricing
8x8 Contact CenterAlvaria Performance
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterAlvaria Performance
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 CenterAlvaria Performance
Top Pros

No answers on this topic

Top Cons
Features
8x8 Contact CenterAlvaria Performance
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.7
112 Ratings
9% below category average
Alvaria Performance
-
Ratings
Agent dashboard8.399 Ratings00 Ratings
Validate callers7.491 Ratings00 Ratings
Outbound response8.785 Ratings00 Ratings
Call forwarding8.0106 Ratings00 Ratings
Click-to-call (CTC)6.964 Ratings00 Ratings
Warm transfer8.5100 Ratings00 Ratings
Predictive dialing7.047 Ratings00 Ratings
Interactive voice response8.060 Ratings00 Ratings
REST APIs8.537 Ratings00 Ratings
Call scripts7.756 Ratings00 Ratings
Call tracking7.297 Ratings00 Ratings
Multichannel integration8.357 Ratings00 Ratings
CRM software integration6.150 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.6
103 Ratings
1% above category average
Alvaria Performance
-
Ratings
Inbound call routing8.793 Ratings00 Ratings
Omnichannel inbound routing9.152 Ratings00 Ratings
Recording8.890 Ratings00 Ratings
Quality management7.889 Ratings00 Ratings
Call analytics8.491 Ratings00 Ratings
Historical reporting8.786 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys8.447 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterAlvaria Performance
Small Businesses
CloudTalk
CloudTalk
Score 9.2 out of 10
8x8 Contact Center
8x8 Contact Center
Score 8.1 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.2 out of 10
Verint Workforce Management
Verint Workforce Management
Score 9.1 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Verint Workforce Management
Verint Workforce Management
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterAlvaria Performance
Likelihood to Recommend
8.3
(115 ratings)
9.0
(1 ratings)
Likelihood to Renew
8.3
(5 ratings)
-
(0 ratings)
Usability
8.8
(18 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
6.8
(75 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(3 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 CenterAlvaria Performance
Likelihood to Recommend
8x8, Inc.
Here are some specific scenarios where 8x8 Contact Center may be well-suited: Businesses that have a large number of incoming customer calls and want to improve call handling efficiency: 8x8 Contact Center includes features such as automatic call routing, call queuing, and call barging, which can help businesses handle a large volume of calls more efficiently. Businesses that want to offer multiple communication channels to their customers: 8x8 Contact Center includes features such as chat, email, and social media integration, which allows businesses to communicate with their customers through the channel of their choice. Businesses that want to gather customer feedback and insights: 8x8 Contact Center includes features such as customer surveys and analytics tools, which can help businesses gather valuable feedback from their customers and understand how to improve their products and services. On the other hand, here are some scenarios where 8x8 Contact Center may be less appropriate: Businesses that do not have a high volume of incoming customer calls or interactions: 8x8 Contact Center is designed for businesses that need to manage a large volume of customer interactions, so it may not be cost-effective for businesses with low call volume. Businesses that do not have the resources to manage a cloud-based system: 8x8 Contact Center is a cloud-based solution, which means it requires an internet connection and may require technical expertise to set up and manage. Businesses with specific regulatory or compliance requirements: 8x8 Contact Center may not meet certain regulatory or compliance requirements for certain industries. It is important for businesses to carefully review the features and capabilities of the system to ensure it meets their specific needs.
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Alvaria, Inc (Aspect Software + Noble Systems)
Alvaria Performance is suited for a company that needs to provide an easy way to schedule employees, provide a general schedule to adhere to daily. Alvaria Performance is also good with creating a visual representation of scheduling data to make it easier to view in a hurry. Alvaria Performance is less suited for specific schedule adjustments, it is good for increments of 1hr or more but less useful if change requires minutes.
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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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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Cons
8x8, Inc.
  • With 2-party states, 8x8 does not give us an option to modify the recorded statement that alerts parties the call is being recorded. The one we could use tends to sound harsh to the second party, and tends to cause sales losses.
  • When they recently changed their admin panel UI, several things the old UI had available never made it across to the new platform.
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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
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
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Alvaria, Inc (Aspect Software + Noble Systems)
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!!
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Alvaria, Inc (Aspect Software + Noble Systems)
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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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Alvaria, Inc (Aspect Software + Noble Systems)
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.
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Alvaria, Inc (Aspect Software + Noble Systems)
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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Alvaria, Inc (Aspect Software + Noble Systems)
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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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Alternatives Considered
8x8, Inc.
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
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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Alvaria, Inc (Aspect Software + Noble Systems)
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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Alvaria, Inc (Aspect Software + Noble Systems)
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.
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Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
ScreenShots