8x8 Contact Center vs. Alvaria Quality

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Alvaria Quality
Score 5.4 out of 10
N/A
Alvaria Quality (formerly Aspect Quality Management) software allows customer interactions to be evaluated by all parties, including supervisors, agents and automated analytics systems, enabling users to extract valuable perspectives on quality so as to best coach agents in relevant areas for improvement.N/A
Pricing
8x8 Contact CenterAlvaria Quality
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterAlvaria Quality
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 Quality
Top Pros
Top Cons
Features
8x8 Contact CenterAlvaria Quality
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.0
130 Ratings
18% below category average
Alvaria Quality
-
Ratings
Agent dashboard7.8115 Ratings00 Ratings
Validate callers7.0104 Ratings00 Ratings
Outbound response8.1101 Ratings00 Ratings
Call forwarding8.0118 Ratings00 Ratings
Click-to-call (CTC)5.776 Ratings00 Ratings
Warm transfer8.1114 Ratings00 Ratings
Predictive dialing7.952 Ratings00 Ratings
Interactive voice response7.269 Ratings00 Ratings
REST APIs7.841 Ratings00 Ratings
Call scripts7.468 Ratings00 Ratings
Call tracking6.9114 Ratings00 Ratings
Multichannel integration4.767 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.9
121 Ratings
5% below category average
Alvaria Quality
-
Ratings
Inbound call routing7.8110 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.1107 Ratings00 Ratings
Quality management7.8107 Ratings00 Ratings
Call analytics7.6107 Ratings00 Ratings
Historical reporting7.499 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.257 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterAlvaria Quality
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterAlvaria Quality
Likelihood to Recommend
7.8
(134 ratings)
7.0
(1 ratings)
Likelihood to Renew
7.8
(6 ratings)
-
(0 ratings)
Usability
8.3
(21 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
4.7
(52 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.6
(4 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 Quality
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.
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Alvaria, Inc (Aspect Software + Noble Systems)
It all depends on the workforce team if they've settled the tool correctly for the company. In a previous experience, the tool was entirely settled with the group balance available, all the segments we need were added and up to date, and we could easily navigate the tool. On the new company though, there is a sentiment of incompletion, the UI slightly evolved over the past 2 years but only for the name and some design. Though the tool itself hasn't really changed and clarity is missing sometimes. We must be used to it to understand it well.
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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.
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Alvaria, Inc (Aspect Software + Noble Systems)
  • Clarity on the daily tasks, it's easy to know what will be the tasks for the day and for how long it is planned.
  • Many options available, entirely customizable for a better accuracy of the tasks.
  • Very reliable and easy to use, with multiple format views available.
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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.
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Alvaria, Inc (Aspect Software + Noble Systems)
  • There is a lot of options, probably too many and more than 50% are no use to me.
  • Some views can be very confusing, sticking to the time is best to avoid being confused by any overlapping segment.
  • Lot of options but UI tends to be a bit slow to load and still empty sometimes.
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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.
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.
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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