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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
3 Ratings
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Score 8.1 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 Workforce Optimization

Well, we have a vast Contact Center providing support to our customers all around Latin America. The important thing is that we can easily switch and manage the workflow depending on the skill, business hour support, or any other desired criteria. It is a crucial element in this environment as it is effortless to track and analyze.
Patricio Santirso | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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 Workforce Optimization

  • Customer-centric
  • Trending
  • Centralization
Patricio Santirso | 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 Workforce Optimization

  • Look and feel
  • Detailed configurations
  • Embedding other tools or connecting with other tools
Patricio Santirso | 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 Workforce Optimization

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 Workforce Optimization

Avaya Aura Workforce Optimization 9.0
Based on 1 answer
All tools always have improvement opportunities; anyway, this tool is the most powerful one compared to others.
Patricio Santirso | 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 Aura Workforce Optimization

Avaya Aura Workforce Optimization is much more powerful than other solutions; I noticed this once I tested it. I was hesitant at the beginning as I have always used Aspect Workforce Management or Cisco Unified Communications Manager, but when I started implementing Avaya Aura Workforce Optimization, I noticed it was pretty easy and was providing valuable information to improve our key business processes quickly.
Patricio Santirso | 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 Workforce Optimization

  • ROI
  • Callback
  • FCR
Patricio Santirso | 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 Workforce Optimization

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 Workforce Optimization
8.0

Usability

8x8 Contact Center
8.2
Avaya Aura Workforce Optimization

Support Rating

8x8 Contact Center
5.5
Avaya Aura Workforce Optimization
9.0

Add comparison