8x8 Contact Center vs. Ameyo by Exotel

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.4 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
Ameyo by Exotel
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Ameyo by Exotel is an AI-first cloud contact center solution that manages all customer communication channels, including inbound and outbound calls, chatbot interactions, text messages, social media engagement, and video communications through IP-based connection. Unlike traditional on-premise PBX systems, Ameyo eliminates the need for telecom hardware, reducing deployment time and upfront costs while increasing scalability. Leveraging…N/A
Pricing
8x8 Contact CenterAmeyo by Exotel
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterAmeyo by Exotel
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details——
More Pricing Information
Community Pulse
8x8 Contact CenterAmeyo by Exotel
Features
8x8 Contact CenterAmeyo by Exotel
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
153 Ratings
0% above category average
Ameyo by Exotel
8.5
2 Ratings
2% above category average
Agent dashboard8.4137 Ratings8.82 Ratings
Validate callers8.4120 Ratings8.72 Ratings
Outbound response8.3120 Ratings8.72 Ratings
Call forwarding8.6139 Ratings8.72 Ratings
Click-to-call (CTC)8.693 Ratings8.72 Ratings
Warm transfer8.4134 Ratings8.72 Ratings
Predictive dialing7.558 Ratings8.72 Ratings
Interactive voice response8.886 Ratings8.82 Ratings
REST APIs7.555 Ratings7.92 Ratings
Call scripts8.583 Ratings7.92 Ratings
Call tracking8.6135 Ratings8.02 Ratings
Multichannel integration8.379 Ratings8.02 Ratings
CRM software integration8.473 Ratings8.72 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
141 Ratings
4% above category average
Ameyo by Exotel
7.7
2 Ratings
6% below category average
Inbound call routing8.9126 Ratings7.12 Ratings
Omnichannel inbound routing8.374 Ratings7.12 Ratings
Recording8.5126 Ratings8.02 Ratings
Quality management8.6125 Ratings7.92 Ratings
Call analytics8.1127 Ratings7.92 Ratings
Historical reporting8.2118 Ratings7.12 Ratings
Live reporting8.420 Ratings8.02 Ratings
Customer surveys8.568 Ratings7.92 Ratings
Customer interaction analytics8.814 Ratings8.72 Ratings
Best Alternatives
8x8 Contact CenterAmeyo by Exotel
Small Businesses
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterAmeyo by Exotel
Likelihood to Recommend
8.2
(154 ratings)
8.6
(3 ratings)
Likelihood to Renew
6.5
(8 ratings)
-
(0 ratings)
Usability
8.3
(40 ratings)
9.0
(2 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
8.6
(53 ratings)
6.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(5 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 by Exotel
Likelihood to Recommend
8x8, Inc.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
Read full review
Exotel Techcom
  • Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .
  • It support for multiple time zones and language , it is therefore perfect for companies with global presence.
  • It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement.
  • Features like data encryption and auditing , that can assist in adhering to industrial regulations.
Read full review
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.
Read full review
Exotel Techcom
  • Calls are connected faster
  • Clear sound
  • Lots of disposition options
Read full review
Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
Read full review
Exotel Techcom
  • Inter campaigns call transfer feature which currently is not possible
  • Interface in Agent login to monitor and keep track of their own break and login times.
  • Ameyo’s wide feature set can make onboarding challenging. Offering enhanced training materials, interactive tutorials, and a more structured onboarding process could make adoption easier for new users.
Read full review
Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
Read full review
Exotel Techcom
No answers on this topic
Usability
8x8, Inc.
8x8's contact center provides us with the functionality and capabilities we desire. Leaders have the ability to measure, guide, and improve the performance of our service representatives. They also have the ability to make necessary changes based on call volumes and workloads. Our service representatives have the tools required to resolve callers' needs more effectively. The administration tools available help us self-service our needs and resolve issues.
Read full review
Exotel Techcom
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.
Read full review
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Exotel Techcom
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Exotel Techcom
No answers on this topic
Support Rating
8x8, Inc.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
Read full review
Exotel Techcom
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
Read full review
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
Exotel Techcom
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
Exotel Techcom
No answers on this topic
Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
Read full review
Exotel Techcom
No answers on this topic
Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
Read full review
Exotel Techcom
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.
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
Exotel Techcom
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Exotel Techcom
No answers on this topic
Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
Read full review
Exotel Techcom
  • Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
  • Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
  • Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.
Read full review
ScreenShots

Ameyo by Exotel Screenshots

Screenshot of Interaction details- Interaction timelineScreenshot of an agent view of customer details from ECC as well as CRM and also the interaction history of this customer on the right side of the screenScreenshot of CC- Cobrowsing