What users are saying about
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Top Rated
177 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
19 Ratings
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Score 7.1 out of 100

Feature Set Ratings

  • 8x8 Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
7.2

Aspect Unified IP

72%
8x8 Contact Center ranks higher in 8/13 features

Agent dashboard

8.0
80%
69 Ratings
6.4
64%
3 Ratings

Validate callers

7.0
70%
62 Ratings
8.2
82%
3 Ratings

Outbound response

8.3
83%
59 Ratings
9.1
91%
3 Ratings

Call forwarding

7.8
78%
77 Ratings
9.1
91%
3 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
4.5
45%
3 Ratings

Warm transfer

8.3
83%
71 Ratings
9.1
91%
3 Ratings

Predictive dialing

6.6
66%
28 Ratings
9.1
91%
3 Ratings

Interactive voice response

7.6
76%
41 Ratings
7.3
73%
3 Ratings

REST APIs

7.2
72%
25 Ratings
6.4
64%
3 Ratings

Call scripts

7.6
76%
40 Ratings
7.3
73%
3 Ratings

Call tracking

6.9
69%
67 Ratings
6.4
64%
3 Ratings

Multichannel integration

8.4
84%
37 Ratings
7.3
73%
3 Ratings

CRM software integration

6.2
62%
36 Ratings
3.6
36%
3 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
7.7

Aspect Unified IP

77%
Aspect Unified IP ranks higher in 6/9 features

Inbound call routing

8.6
86%
64 Ratings
9.1
91%
3 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
6.4
64%
3 Ratings

Recording

8.1
81%
62 Ratings
8.2
82%
3 Ratings

Quality management

7.3
73%
60 Ratings
7.3
73%
3 Ratings

Call analytics

7.8
78%
63 Ratings
8.2
82%
3 Ratings

Historical reporting

8.2
82%
57 Ratings
7.3
73%
3 Ratings

Live reporting

9.0
90%
1 Rating
5.5
55%
3 Ratings

Customer surveys

7.6
76%
27 Ratings
8.6
86%
2 Ratings

Customer interaction analytics

N/A
0 Ratings
9.1
91%
2 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating
  • Aspect Unified IP is rated higher in 1 area: Usability
  • 8x8 Contact Center and Aspect Unified IP are tied in 1 area: Contract Terms and Pricing Model

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
7.3

Aspect Unified IP

73%
4 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating
8.2

Aspect Unified IP

82%
1 Rating

Usability

8.1

8x8 Contact Center

81%
16 Ratings
8.2

Aspect Unified IP

82%
1 Rating

Availability

8x8 Contact Center

N/A
0 Ratings
7.3

Aspect Unified IP

73%
1 Rating

Performance

8x8 Contact Center

N/A
0 Ratings
7.3

Aspect Unified IP

73%
1 Rating

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
2.7

Aspect Unified IP

27%
1 Rating

In-Person Training

8x8 Contact Center

N/A
0 Ratings
8.2

Aspect Unified IP

82%
1 Rating

Online Training

8x8 Contact Center

N/A
0 Ratings
8.2

Aspect Unified IP

82%
1 Rating

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating
8.2

Aspect Unified IP

82%
1 Rating

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating
7.3

Aspect Unified IP

73%
1 Rating

Product Scalability

8x8 Contact Center

N/A
0 Ratings
6.4

Aspect Unified IP

64%
1 Rating

Professional Services

8x8 Contact Center

N/A
0 Ratings
7.3

Aspect Unified IP

73%
1 Rating

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Amye Roberson | 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

Pros

8x8 Contact Center

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Gary Savage | TrustRadius Reviewer

Aspect Unified IP

  • IVR (M3)
  • ACD (Inbound)
  • AOD (Outbound)
  • Real-Time Reporting
  • Quality Monitoring
  • Telephony
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Anonymous | TrustRadius Reviewer

Aspect Unified IP

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
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

Starting Price

Aspect Unified IP

General

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

Starting Price

Likelihood to Renew

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.

Aspect Unified IP

Aspect Unified IP 8.2
Based on 1 answer
Good for outbound dialer
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.1
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

Aspect Unified IP

Aspect Unified IP 8.2
Based on 1 answer
Good features
Anonymous | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
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.
Chris Nguyen | TrustRadius Reviewer

Aspect Unified IP

Aspect Unified IP 2.7
Based on 1 answer
Engineer less knowledges about the products they support and low troublshooting. They just want to close the ticket only
Anonymous | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Aspect Unified IP

Aspect Unified IP 8.2
Based on 1 answer
Trainer knowledgeable
Anonymous | TrustRadius Reviewer

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

Aspect Unified IP

Aspect Unified IP 8.2
Based on 1 answer
Having lab the same in-person
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

Aspect Unified IP

Aspect Unified IP 8.2
Based on 1 answer
Easy to install and configure
Anonymous | TrustRadius Reviewer

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

Aspect Unified IP

We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
Bhosale Deepak | TrustRadius Reviewer

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

Aspect Unified IP

Aspect Unified IP 7.3
Based on 1 answer
No answer on this topic is available.

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

Aspect Unified IP

Aspect Unified IP 6.4
Based on 1 answer
Not scalable
Anonymous | 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

Aspect Unified IP

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda | TrustRadius Reviewer

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