What users are saying about
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Top Rated
150 Ratings
3 Ratings

8x8 Contact Center

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Top Rated
150 Ratings
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Score 7.3 out of 100
3 Ratings
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Score 8.9 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

Ameyo

If you have a call center and if you would like to monitor the agents along with the customers, it is one of the best tools available in the market. This not only helps to create a better customer experience but helps to get better productivity from the agents. This also helps to maintain a proper answer level without putting a hard work.
Arindam Mondal | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Ameyo
8.8
Agent dashboard
8x8 Contact Center
6.9
Ameyo
10.0
Validate callers
8x8 Contact Center
6.6
Ameyo
10.0
Outbound response
8x8 Contact Center
7.0
Ameyo
10.0
Call forwarding
8x8 Contact Center
7.3
Ameyo
10.0
Click-to-call (CTC)
8x8 Contact Center
6.1
Ameyo
10.0
Warm transfer
8x8 Contact Center
7.0
Ameyo
10.0
Predictive dialing
8x8 Contact Center
7.1
Ameyo
10.0
Interactive voice response
8x8 Contact Center
7.3
Ameyo
5.0
REST APIs
8x8 Contact Center
6.1
Ameyo
8.0
Call scripts
8x8 Contact Center
6.9
Ameyo
Call tracking
8x8 Contact Center
6.6
Ameyo
4.0
Multichannel integration
8x8 Contact Center
7.4
Ameyo
9.0
CRM software integration
8x8 Contact Center
6.7
Ameyo
10.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Ameyo
9.3
Inbound call routing
8x8 Contact Center
7.6
Ameyo
9.0
Omnichannel inbound routing
8x8 Contact Center
8.8
Ameyo
8.0
Recording
8x8 Contact Center
7.2
Ameyo
10.0
Quality management
8x8 Contact Center
6.7
Ameyo
10.0
Call analytics
8x8 Contact Center
6.8
Ameyo
10.0
Historical reporting
8x8 Contact Center
6.5
Ameyo
10.0
Live reporting
8x8 Contact Center
9.0
Ameyo
10.0
Customer surveys
8x8 Contact Center
7.4
Ameyo
7.0
Customer interaction analytics
8x8 Contact Center
Ameyo
10.0

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

Ameyo

  • Live monitoring of the agents
  • Schedule breaks and on and off switch for agents
  • Automatic Reports
Arindam Mondal | 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

Ameyo

  • User [interface] is not easy to navigate
  • Adding agents in the queue and campaign is little complicated
  • Everything else is great
Arindam Mondal | 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

Ameyo

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

Ameyo

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

Ameyo

Ameyo is far better in terms of cost, effectiveness, Return on investment and what not. Live dashboard is easy to understand. Historical reports are easy to understand and east to download from the Ameyo. Agent dashboard are very easy to understand and common for each agents. Call transfer functionally is a quicker than any other tools that I have used.
Arindam Mondal | 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

Ameyo

  • Easier to integrate
  • Greater customer experience
  • Better answer level
Arindam Mondal | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Ameyo

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Ameyo
10.0

Usability

8x8 Contact Center
8.0
Ameyo

Support Rating

8x8 Contact Center
7.0
Ameyo

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