What users are saying about
17 Ratings
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Score 7.5 out of 101
14 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

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.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Avaya Aura Call Center Elite
6.2
Agent dashboard
8x8 Contact Center
7.5
Avaya Aura Call Center Elite
Validate callers
8x8 Contact Center
7.6
Avaya Aura Call Center Elite
5.0
Outbound response
8x8 Contact Center
7.7
Avaya Aura Call Center Elite
4.0
Call forwarding
8x8 Contact Center
7.6
Avaya Aura Call Center Elite
8.0
Click-to-call (CTC)
8x8 Contact Center
7.7
Avaya Aura Call Center Elite
3.0
Warm transfer
8x8 Contact Center
7.6
Avaya Aura Call Center Elite
8.0
Predictive dialing
8x8 Contact Center
7.0
Avaya Aura Call Center Elite
5.0
Interactive voice response
8x8 Contact Center
7.1
Avaya Aura Call Center Elite
REST APIs
8x8 Contact Center
8.2
Avaya Aura Call Center Elite
7.0
Call scripts
8x8 Contact Center
7.2
Avaya Aura Call Center Elite
7.0
Call tracking
8x8 Contact Center
8.5
Avaya Aura Call Center Elite
6.0
Multichannel integration
8x8 Contact Center
9.1
Avaya Aura Call Center Elite
7.0
CRM software integration
8x8 Contact Center
8.5
Avaya Aura Call Center Elite
8.0

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Avaya Aura Call Center Elite
7.5
Inbound call routing
8x8 Contact Center
8.6
Avaya Aura Call Center Elite
8.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Avaya Aura Call Center Elite
7.0
Recording
8x8 Contact Center
8.2
Avaya Aura Call Center Elite
7.0
Quality management
8x8 Contact Center
8.5
Avaya Aura Call Center Elite
8.0
Call analytics
8x8 Contact Center
7.8
Avaya Aura Call Center Elite
7.0
Historical reporting
8x8 Contact Center
7.8
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
5.5
Avaya Aura Call Center Elite
Customer interaction analytics
8x8 Contact Center
Avaya Aura Call Center Elite
7.0

Pros

8x8 Contact Center

  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
No photo available

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.
No photo available

Cons

8x8 Contact Center

  • Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
  • Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.
No photo available

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.
No photo available

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Avaya Aura Call Center Elite

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Avaya Aura Call Center Elite

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

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.
No photo available

Return on Investment

8x8 Contact Center

  • Reduction of assets on our data center to operate the phone system.
  • Does not require certified training to manage.
Danny Fuentes profile photo

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.
No photo available

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

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