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
16 Ratings
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Score 7.7 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 Aura Call Center Elite

I would recommend Avaya for a company that needs a stable environment up 24 hours/ 7 days a week. It is very stable. However, the configuration is more complex but gives you some flexibility.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Avaya Aura Call Center Elite
6.2
Agent dashboard
8x8 Contact Center
7.3
Avaya Aura Call Center Elite
Validate callers
8x8 Contact Center
6.6
Avaya Aura Call Center Elite
5.0
Outbound response
8x8 Contact Center
6.1
Avaya Aura Call Center Elite
4.0
Call forwarding
8x8 Contact Center
7.2
Avaya Aura Call Center Elite
8.0
Click-to-call (CTC)
8x8 Contact Center
6.3
Avaya Aura Call Center Elite
3.0
Warm transfer
8x8 Contact Center
7.0
Avaya Aura Call Center Elite
8.0
Predictive dialing
8x8 Contact Center
5.3
Avaya Aura Call Center Elite
5.0
Interactive voice response
8x8 Contact Center
6.1
Avaya Aura Call Center Elite
REST APIs
8x8 Contact Center
5.0
Avaya Aura Call Center Elite
7.0
Call scripts
8x8 Contact Center
5.1
Avaya Aura Call Center Elite
7.0
Call tracking
8x8 Contact Center
7.2
Avaya Aura Call Center Elite
6.0
Multichannel integration
8x8 Contact Center
5.5
Avaya Aura Call Center Elite
7.0
CRM software integration
8x8 Contact Center
5.0
Avaya Aura Call Center Elite
8.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Avaya Aura Call Center Elite
7.5
Inbound call routing
8x8 Contact Center
8.1
Avaya Aura Call Center Elite
8.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Avaya Aura Call Center Elite
7.0
Recording
8x8 Contact Center
7.9
Avaya Aura Call Center Elite
7.0
Quality management
8x8 Contact Center
6.9
Avaya Aura Call Center Elite
8.0
Call analytics
8x8 Contact Center
7.4
Avaya Aura Call Center Elite
7.0
Historical reporting
8x8 Contact Center
6.7
Avaya Aura Call Center Elite
8.0
Live reporting
8x8 Contact Center
9.0
Avaya Aura Call Center Elite
8.0
Customer surveys
8x8 Contact Center
6.8
Avaya Aura Call Center Elite
Customer interaction analytics
8x8 Contact Center
Avaya Aura Call Center Elite
7.0

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

Avaya Aura Call Center Elite

  • Avaya delivers a strong platform, we rarely have any issue with the product.
  • They offer good support for software and hardware.
  • There is a good redundancy, who permit us to do maintenance while conserving a 24h service.
Anonymous | 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 Aura Call Center Elite

  • The configuration of the system could be improved with a better-looking GUI.
  • They should offer more software base modules, instead of having a server for each little module.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

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

Avaya Aura Call Center Elite

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

Avaya Aura Call Center Elite

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

Avaya Aura Call Center Elite

We use both platforms, but for inbound we use mostly Avaya Aura Call Center Elite as it provides integrations with Cisco ICM. It is also stronger when you have more than 1000 skills and routing strategies. It requires less maintenance to keep stability.
Anonymous | 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 Aura Call Center Elite

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
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 Aura Call Center Elite

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 Aura Call Center Elite
7.0

Usability

8x8 Contact Center
8.2
Avaya Aura Call Center Elite

Support Rating

8x8 Contact Center
5.5
Avaya Aura Call Center Elite

Add comparison