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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
Top Rated
106 Ratings
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Score 8 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

Avaya Intelligent Xperiences Contact Center

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Avaya Intelligent Xperiences Contact Center
8.7
Agent dashboard
8x8 Contact Center
7.3
Avaya Intelligent Xperiences Contact Center
8.8
Validate callers
8x8 Contact Center
6.6
Avaya Intelligent Xperiences Contact Center
8.7
Outbound response
8x8 Contact Center
6.1
Avaya Intelligent Xperiences Contact Center
8.7
Call forwarding
8x8 Contact Center
7.2
Avaya Intelligent Xperiences Contact Center
9.4
Click-to-call (CTC)
8x8 Contact Center
6.3
Avaya Intelligent Xperiences Contact Center
9.2
Warm transfer
8x8 Contact Center
7.0
Avaya Intelligent Xperiences Contact Center
8.7
Predictive dialing
8x8 Contact Center
5.3
Avaya Intelligent Xperiences Contact Center
8.0
Interactive voice response
8x8 Contact Center
6.1
Avaya Intelligent Xperiences Contact Center
8.2
REST APIs
8x8 Contact Center
5.0
Avaya Intelligent Xperiences Contact Center
8.5
Call scripts
8x8 Contact Center
5.1
Avaya Intelligent Xperiences Contact Center
8.7
Call tracking
8x8 Contact Center
7.2
Avaya Intelligent Xperiences Contact Center
9.1
Multichannel integration
8x8 Contact Center
5.5
Avaya Intelligent Xperiences Contact Center
8.8
CRM software integration
8x8 Contact Center
5.0
Avaya Intelligent Xperiences Contact Center
8.4

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Avaya Intelligent Xperiences Contact Center
8.9
Inbound call routing
8x8 Contact Center
8.1
Avaya Intelligent Xperiences Contact Center
9.2
Omnichannel inbound routing
8x8 Contact Center
7.3
Avaya Intelligent Xperiences Contact Center
9.1
Recording
8x8 Contact Center
7.9
Avaya Intelligent Xperiences Contact Center
9.0
Quality management
8x8 Contact Center
6.9
Avaya Intelligent Xperiences Contact Center
9.0
Call analytics
8x8 Contact Center
7.4
Avaya Intelligent Xperiences Contact Center
8.7
Historical reporting
8x8 Contact Center
6.7
Avaya Intelligent Xperiences Contact Center
9.0
Live reporting
8x8 Contact Center
9.0
Avaya Intelligent Xperiences Contact Center
8.9
Customer surveys
8x8 Contact Center
6.8
Avaya Intelligent Xperiences Contact Center
8.5
Customer interaction analytics
8x8 Contact Center
Avaya Intelligent Xperiences Contact Center
8.8

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

Avaya Intelligent Xperiences Contact Center

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | 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

Avaya Intelligent Xperiences Contact Center

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

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

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.0
Based on 2 answers
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
Anonymous | TrustRadius Reviewer

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

Avaya Intelligent Xperiences Contact Center

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | 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

Avaya Intelligent Xperiences Contact Center

  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Avaya Intelligent Xperiences Contact Center

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
Avaya Intelligent Xperiences Contact Center
8.4

Likelihood to Renew

8x8 Contact Center
Avaya Intelligent Xperiences Contact Center
8.2

Usability

8x8 Contact Center
8.2
Avaya Intelligent Xperiences Contact Center
8.2

Reliability and Availability

8x8 Contact Center
Avaya Intelligent Xperiences Contact Center
7.0

Performance

8x8 Contact Center
Avaya Intelligent Xperiences Contact Center
10.0

Support Rating

8x8 Contact Center
5.5
Avaya Intelligent Xperiences Contact Center
8.0

Implementation Rating

8x8 Contact Center
Avaya Intelligent Xperiences Contact Center
9.1

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