What users are saying about
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52 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
13 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | 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
6.1
Aspect Unified IP
9.0
Agent dashboard
8x8 Contact Center
7.3
Aspect Unified IP
8.5
Validate callers
8x8 Contact Center
6.6
Aspect Unified IP
9.0
Outbound response
8x8 Contact Center
6.1
Aspect Unified IP
9.0
Call forwarding
8x8 Contact Center
7.2
Aspect Unified IP
9.0
Click-to-call (CTC)
8x8 Contact Center
6.3
Aspect Unified IP
9.5
Warm transfer
8x8 Contact Center
7.0
Aspect Unified IP
9.0
Predictive dialing
8x8 Contact Center
5.3
Aspect Unified IP
9.5
Interactive voice response
8x8 Contact Center
6.1
Aspect Unified IP
9.0
REST APIs
8x8 Contact Center
5.0
Aspect Unified IP
9.0
Call scripts
8x8 Contact Center
5.1
Aspect Unified IP
9.0
Call tracking
8x8 Contact Center
7.2
Aspect Unified IP
9.5
Multichannel integration
8x8 Contact Center
5.5
Aspect Unified IP
8.1
CRM software integration
8x8 Contact Center
5.0
Aspect Unified IP
8.6

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Aspect Unified IP
8.5
Inbound call routing
8x8 Contact Center
8.1
Aspect Unified IP
9.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Aspect Unified IP
8.0
Recording
8x8 Contact Center
7.9
Aspect Unified IP
9.5
Quality management
8x8 Contact Center
6.9
Aspect Unified IP
9.0
Call analytics
8x8 Contact Center
7.4
Aspect Unified IP
8.5
Historical reporting
8x8 Contact Center
6.7
Aspect Unified IP
7.5
Live reporting
8x8 Contact Center
9.0
Aspect Unified IP
7.5
Customer surveys
8x8 Contact Center
6.8
Aspect Unified IP
8.5
Customer interaction analytics
8x8 Contact Center
Aspect Unified IP
9.0

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

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | 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 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Aspect Unified IP

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Aspect Unified IP

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | 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

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | 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
7.5
Aspect Unified IP
8.5

Usability

8x8 Contact Center
8.2
Aspect Unified IP

Support Rating

8x8 Contact Center
5.5
Aspect Unified IP

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