What users are saying about
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Top Rated
239 Ratings
28 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
28 Ratings
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Score 8.3 out of 100

Feature Set Ratings

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

Contact Center Software

7.5

8x8 Contact Center

75%
8.6

Amazon Connect

86%
Amazon Connect ranks higher in 13/13 features

Agent dashboard

8.0
80%
91 Ratings
8.7
87%
5 Ratings

Validate callers

7.0
70%
82 Ratings
8.6
86%
5 Ratings

Outbound response

8.4
84%
77 Ratings
8.7
87%
5 Ratings

Call forwarding

7.8
78%
97 Ratings
8.5
85%
5 Ratings

Click-to-call (CTC)

6.6
66%
58 Ratings
8.6
86%
5 Ratings

Warm transfer

8.3
83%
92 Ratings
8.3
83%
5 Ratings

Predictive dialing

6.6
66%
43 Ratings
8.4
84%
4 Ratings

Interactive voice response

7.5
75%
57 Ratings
8.5
85%
5 Ratings

REST APIs

8.2
82%
35 Ratings
8.2
82%
4 Ratings

Call scripts

7.6
76%
51 Ratings
8.9
89%
5 Ratings

Call tracking

6.9
69%
88 Ratings
8.9
89%
5 Ratings

Multichannel integration

8.3
83%
52 Ratings
9.0
90%
5 Ratings

CRM software integration

6.0
60%
47 Ratings
8.2
82%
5 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.7

Amazon Connect

87%
Amazon Connect ranks higher in 7/9 features

Inbound call routing

8.6
86%
85 Ratings
8.9
89%
5 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
8.8
88%
5 Ratings

Recording

8.1
81%
83 Ratings
8.9
89%
5 Ratings

Quality management

7.3
73%
81 Ratings
8.4
84%
5 Ratings

Call analytics

7.8
78%
84 Ratings
8.7
87%
5 Ratings

Historical reporting

8.2
82%
78 Ratings
8.9
89%
5 Ratings

Live reporting

9.0
90%
1 Rating
8.7
87%
5 Ratings

Customer surveys

7.6
76%
42 Ratings
8.6
86%
5 Ratings

Customer interaction analytics

N/A
0 Ratings
8.6
86%
5 Ratings

Attribute Ratings

  • Amazon Connect is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
8.7

Amazon Connect

87%
5 Ratings

Likelihood to Renew

8.4

8x8 Contact Center

84%
5 Ratings

Amazon Connect

N/A
0 Ratings

Usability

8.5

8x8 Contact Center

85%
18 Ratings

Amazon Connect

N/A
0 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings

Amazon Connect

N/A
0 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings

Amazon Connect

N/A
0 Ratings

Support Rating

6.3

8x8 Contact Center

63%
75 Ratings

Amazon Connect

N/A
0 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating

Amazon Connect

N/A
0 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings

Amazon Connect

N/A
0 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings

Amazon Connect

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Amazon Connect

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings

Amazon Connect

N/A
0 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings

Amazon Connect

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

Amazon AWS

Amazon Connect is a powerful collaboration tool allowing us to contact our customers through incoming and outgoing calls, email, and SMS with direct dialing, toll-free numbers, predictive dialer, and task management all from one place without the need to migrate to another application. Is the most comfortable and intelligent way to provide a rewarding experience to our customers with clear audio calls attending to their requests in record time.
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

Amazon AWS

  • Amazon Connect provides a complete telephony service with automated toll-free numbers and direct phone numbers, with audio quality so that customers can hear clearly, immediate connection and cloud storage, calls are addressed in a professional and secure manner, offering customers safety and trust in start to finish.
  • We use Amazon Connect in my organization to interact with customers from anywhere creating unique experiences through chat and voice communications, it is a platform that facilitates the way we connect with customers and increase sales without having to go from one place to another.
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

Amazon AWS

  • The support line always has a long wait time.
  • There is no single point of contact to help me with my issues.
  • The interface is always changing, so sometimes difficult to find the same features.
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

    Amazon Connect

    Starting Price

    $0.0,025 per profile/per month

    Editions & Modules

    Amazon Connect editions and modules pricing
    EditionModules
    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)$0.01257

    Footnotes

    1. per minute
    2. per message
    3. per task
    4. per profile/per month
    5. per transaction
    6. per minute
    7. per minute

    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

    Amazon AWS

    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

    Amazon AWS

    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

    Amazon AWS

    No answers on this topic

    Performance

    8x8, Inc.

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

    Amazon AWS

    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

    Amazon AWS

    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

    Amazon AWS

    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

    Amazon AWS

    No answers on this topic

    Implementation Rating

    8x8, Inc.

    It was extremely easy
    Read full review

    Amazon AWS

    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

    Amazon AWS

    Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
    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

    Amazon AWS

    No answers on this topic

    Scalability

    8x8, Inc.

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

    Amazon AWS

    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

    Amazon AWS

    • 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.
    Read full review

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