8x8 Contact Center vs. Ameyo

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.0 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
Ameyo
Score 8.1 out of 10
Mid-Size Companies (51-1,000 employees)
Ameyo is an all-in-one software based communication solution that is designed to manage end-to-end customer journeys and consistently deliver exceptional customer experiences. According to the vendor, it is a powerful and highly flexible IP-based contact center software that lets user have a personalized interaction with every customer across multiple channels, thereby driving customer engagement to a level par excellence. The vendor says Ameyo, is designed on latest and…N/A
Pricing
8x8 Contact CenterAmeyo
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterAmeyo
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
8x8 Contact CenterAmeyo
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.6
110 Ratings
Ameyo
-
Ratings
Agent dashboard8.297 Ratings00 Ratings
Validate callers7.389 Ratings00 Ratings
Outbound response8.683 Ratings00 Ratings
Call forwarding7.9104 Ratings00 Ratings
Click-to-call (CTC)6.862 Ratings00 Ratings
Warm transfer8.498 Ratings00 Ratings
Predictive dialing6.946 Ratings00 Ratings
Interactive voice response7.859 Ratings00 Ratings
REST APIs8.437 Ratings00 Ratings
Call scripts7.656 Ratings00 Ratings
Call tracking7.195 Ratings00 Ratings
Multichannel integration8.357 Ratings00 Ratings
CRM software integration6.050 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
101 Ratings
Ameyo
-
Ratings
Inbound call routing8.791 Ratings00 Ratings
Omnichannel inbound routing9.151 Ratings00 Ratings
Recording8.689 Ratings00 Ratings
Quality management7.787 Ratings00 Ratings
Call analytics8.290 Ratings00 Ratings
Historical reporting8.684 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys8.246 Ratings00 Ratings
User Ratings
8x8 Contact CenterAmeyo
Likelihood to Recommend
8.2
(113 ratings)
6.0
(1 ratings)
Likelihood to Renew
8.3
(5 ratings)
-
(0 ratings)
Usability
8.7
(18 ratings)
7.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
6.6
(75 ratings)
6.0
(1 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 CenterAmeyo
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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Ameyo
Ameyo is good for outbound call centers however needs a lot of work around in order to customize reports.
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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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Ameyo
  • Calls are connected faster
  • Clear sound
  • Lots of disposition options
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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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Ameyo
  • Customization of reports
  • Offline solution for after hours
  • Following up raised complaints
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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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Ameyo
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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Ameyo
As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Ameyo
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Ameyo
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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Ameyo
Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement
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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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Ameyo
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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Ameyo
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Ameyo
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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Ameyo
Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.
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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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Ameyo
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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Ameyo
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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Ameyo
  • Ameyo is a good tool to use.
  • They need to work on the report generation.
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