What users are saying about
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Top Rated
149 Ratings

8x8 Contact Center

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Top Rated
149 Ratings
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Score 7.3 out of 100
8 Ratings
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Score 9.1 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

Amazon Connect

Amazon Connect acts as the reputable call center, which takes every detail that customers have or want, and through professional assistance, proper guidelines are issued. Furthermore, for live chat or real time massaging procedures, Amazon Connect is available and convenient. For internal and external research, Amazon Connect is a tool that guarantees accurate survey results, and feedback are attained on time
Jadwel Mayna | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Amazon Connect
9.6
Agent dashboard
8x8 Contact Center
6.9
Amazon Connect
10.0
Validate callers
8x8 Contact Center
6.6
Amazon Connect
9.0
Outbound response
8x8 Contact Center
7.0
Amazon Connect
10.0
Call forwarding
8x8 Contact Center
7.3
Amazon Connect
10.0
Click-to-call (CTC)
8x8 Contact Center
6.1
Amazon Connect
9.0
Warm transfer
8x8 Contact Center
7.0
Amazon Connect
10.0
Predictive dialing
8x8 Contact Center
7.1
Amazon Connect
10.0
Interactive voice response
8x8 Contact Center
7.4
Amazon Connect
10.0
REST APIs
8x8 Contact Center
6.1
Amazon Connect
9.0
Call scripts
8x8 Contact Center
6.9
Amazon Connect
10.0
Call tracking
8x8 Contact Center
6.6
Amazon Connect
10.0
Multichannel integration
8x8 Contact Center
7.4
Amazon Connect
9.0
CRM software integration
8x8 Contact Center
6.6
Amazon Connect
9.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Amazon Connect
9.6
Inbound call routing
8x8 Contact Center
7.6
Amazon Connect
10.0
Omnichannel inbound routing
8x8 Contact Center
8.8
Amazon Connect
9.0
Recording
8x8 Contact Center
7.3
Amazon Connect
10.0
Quality management
8x8 Contact Center
6.7
Amazon Connect
9.0
Call analytics
8x8 Contact Center
6.8
Amazon Connect
10.0
Historical reporting
8x8 Contact Center
6.5
Amazon Connect
10.0
Live reporting
8x8 Contact Center
9.0
Amazon Connect
10.0
Customer surveys
8x8 Contact Center
7.4
Amazon Connect
9.0
Customer interaction analytics
8x8 Contact Center
Amazon Connect
9.0

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

Amazon Connect

  • The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
  • Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
  • The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
  • Lastly, through Amazon Connect, there is a survey and feedback option.
Jadwel Mayna | 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

Amazon Connect

  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
Jadwel Mayna | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 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

Amazon Connect

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 69 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

Amazon Connect

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

Amazon Connect

Amazon Connect introduced an analytical and reporting feature, which evaluates the details and the concerns of clients. Besides, Amazon Connect clearly records all the calls, which captures the exact information which we use it in the future. The product is also as important in conducting research, as it maximizes the information that clients issue to us, for successful planning, and business budgeting.
Jadwel Mayna | 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

Amazon Connect

  • Through customer survey, we acquire primary hand information about our product, which is a mark in marketing.
  • Further, the cost of running Amazon Connect is very assertive and controlled, solving issues with our audience.
  • The call and chat options are affordable and no extra bailing that is done.
Jadwel Mayna | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

Amazon Connect

General

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

Amazon Connect Editions & Modules

Edition
Voice.0181
Chat.0042
Tasks.043
Customer Profiles$0.00254
Voice ID$0.0255
Contact Lens (first 5 million monthly minutes)$0.0156
Contact Lens (5 million+ monthly minutes)$0.01256
  1. per minute
  2. per message
  3. per task
  4. per profile/per month
  5. per transaction
  6. per minute
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Amazon Connect
10.0

Usability

8x8 Contact Center
8.0
Amazon Connect

Support Rating

8x8 Contact Center
7.0
Amazon Connect

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