What users are saying about
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
19 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.1 out of 100
Based on 19 reviews and ratings
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
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
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.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees
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.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
Aspect Unified IP
- IVR (M3)
- ACD (Inbound)
- AOD (Outbound)
- Real-Time Reporting
- Quality Monitoring
- Telephony

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesCons
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.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesAspect Unified IP
- The reports are very basic.
- There may be a broader reporting line, perhaps with more detailed records.
Coordinador de PlanificaciĂłn Financiera
Sociedad Venezolana de Inversiones y Proyectos SIPSA C.A.Construction, 51-200 employees
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

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesUsability
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!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Aspect Unified IP
Aspect Unified IP 8.2
Based on 1 answer
Good features

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesSupport 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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
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

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesIn-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

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesOnline 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

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesImplementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Aspect Unified IP
Aspect Unified IP 8.2
Based on 1 answer
Easy to install and configure

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesAlternatives 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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
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.
General Manager - IT
Asian PaintsConsumer Goods, 5001-10,000 employees
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.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
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

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesReturn 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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
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.
VP Strategic Operations
Santander Consumer USA Inc.Financial Services, 5001-10,000 employees