8x8 Contact Center vs. Ameyo by Exotel

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.6 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 7.5 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
Top Pros
Top Cons
Features
8x8 Contact CenterAmeyo by Exotel
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
132 Ratings
19% below category average
Ameyo by Exotel
7.6
1 Ratings
9% below category average
Agent dashboard7.8117 Ratings8.21 Ratings
Validate callers6.8105 Ratings7.31 Ratings
Outbound response8.0103 Ratings7.31 Ratings
Call forwarding8.0119 Ratings7.31 Ratings
Click-to-call (CTC)5.477 Ratings7.31 Ratings
Warm transfer8.0115 Ratings7.31 Ratings
Predictive dialing7.953 Ratings7.31 Ratings
Interactive voice response7.070 Ratings8.21 Ratings
REST APIs7.441 Ratings7.31 Ratings
Call scripts7.470 Ratings7.31 Ratings
Call tracking6.8116 Ratings8.21 Ratings
Multichannel integration4.567 Ratings8.21 Ratings
CRM software integration4.459 Ratings7.31 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.5
123 Ratings
9% below category average
Ameyo by Exotel
7.5
1 Ratings
9% below category average
Inbound call routing7.7112 Ratings7.31 Ratings
Omnichannel inbound routing8.062 Ratings7.31 Ratings
Recording7.9109 Ratings8.21 Ratings
Quality management7.7109 Ratings7.31 Ratings
Call analytics7.5109 Ratings7.31 Ratings
Historical reporting7.2100 Ratings7.31 Ratings
Live reporting7.32 Ratings8.21 Ratings
Customer surveys7.057 Ratings7.31 Ratings
Customer interaction analytics00 Ratings7.31 Ratings
Best Alternatives
8x8 Contact CenterAmeyo by Exotel
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterAmeyo by Exotel
Likelihood to Recommend
7.6
(136 ratings)
6.9
(2 ratings)
Likelihood to Renew
7.4
(7 ratings)
-
(0 ratings)
Usability
8.2
(21 ratings)
7.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
2.8
(52 ratings)
6.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.3
(4 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.
Customer service/regular call center would be good places to implement this. It seems fairly user friendly & doesn't take too much to figure out the in's & out's of the system. Places that don't have IT staff or outsource all of their IT problems or questions would probably have some more difficulty with this because it can be a little complicated when it comes to specific attributes to 8x8 Contact Center such as installation/configuration, scripts, & queues.
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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.
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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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Exotel Techcom
  • 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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Exotel Techcom
  • The reporting and analytics capabilities of Ameyo are not as robust as those of some of it rivals , it is challenging for me to evaluate the work of my teams and pinpoint areas for development as a result.
  • It does not integrate with many third party programs, because if this we are finding it challenging to incorporate Ameyo into workflows on larger scale.
  • Customer support managers may find it simpler to create customized reports with Ameyo, managers would then be able to monitor the metrics that matter most to them.
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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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Exotel Techcom
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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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.
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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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Exotel Techcom
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Exotel Techcom
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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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
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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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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
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Exotel Techcom
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Exotel Techcom
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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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.
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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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Exotel Techcom
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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Exotel Techcom
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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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.
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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