What users are saying about
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119 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100
14 Ratings
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Score 5.8 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
Aspect Unified IP
9.0
Agent dashboard
8x8 Contact Center
7.7
Aspect Unified IP
8.5
Validate callers
8x8 Contact Center
8.1
Aspect Unified IP
9.1
Outbound response
8x8 Contact Center
7.6
Aspect Unified IP
9.0
Call forwarding
8x8 Contact Center
8.3
Aspect Unified IP
9.1
Click-to-call (CTC)
8x8 Contact Center
7.1
Aspect Unified IP
9.5
Warm transfer
8x8 Contact Center
8.2
Aspect Unified IP
9.1
Predictive dialing
8x8 Contact Center
7.1
Aspect Unified IP
9.5
Interactive voice response
8x8 Contact Center
8.3
Aspect Unified IP
9.1
REST APIs
8x8 Contact Center
5.8
Aspect Unified IP
9.1
Call scripts
8x8 Contact Center
8.2
Aspect Unified IP
9.1
Call tracking
8x8 Contact Center
7.7
Aspect Unified IP
9.5
Multichannel integration
8x8 Contact Center
6.7
Aspect Unified IP
8.2
CRM software integration
8x8 Contact Center
6.1
Aspect Unified IP
8.6

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Aspect Unified IP
8.5
Inbound call routing
8x8 Contact Center
8.5
Aspect Unified IP
9.0
Omnichannel inbound routing
8x8 Contact Center
7.9
Aspect Unified IP
8.1
Recording
8x8 Contact Center
8.3
Aspect Unified IP
9.5
Quality management
8x8 Contact Center
7.7
Aspect Unified IP
9.1
Call analytics
8x8 Contact Center
8.1
Aspect Unified IP
8.5
Historical reporting
8x8 Contact Center
7.2
Aspect Unified IP
7.5
Live reporting
8x8 Contact Center
9.0
Aspect Unified IP
7.5
Customer surveys
8x8 Contact Center
7.9
Aspect Unified IP
8.5
Customer interaction analytics
8x8 Contact Center
Aspect Unified IP
9.1

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Aspect Unified IP

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria | 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

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

Aspect Unified IP

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | TrustRadius Reviewer

Aspect Unified IP

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

Aspect Unified IP

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Aspect Unified IP

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
Aspect Unified IP
8.5

Usability

8x8 Contact Center
8.0
Aspect Unified IP

Support Rating

8x8 Contact Center
7.0
Aspect Unified IP

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