<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
86 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
86 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | TrustRadius Reviewer

Avaya IX Workforce Engagement

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
6.5
Avaya IX Workforce Engagement
Agent dashboard
8x8 Contact Center
7.2
Avaya IX Workforce Engagement
Validate callers
8x8 Contact Center
7.7
Avaya IX Workforce Engagement
Outbound response
8x8 Contact Center
6.8
Avaya IX Workforce Engagement
Call forwarding
8x8 Contact Center
7.7
Avaya IX Workforce Engagement
Click-to-call (CTC)
8x8 Contact Center
6.7
Avaya IX Workforce Engagement
Warm transfer
8x8 Contact Center
7.6
Avaya IX Workforce Engagement
Predictive dialing
8x8 Contact Center
5.7
Avaya IX Workforce Engagement
Interactive voice response
8x8 Contact Center
6.5
Avaya IX Workforce Engagement
REST APIs
8x8 Contact Center
5.2
Avaya IX Workforce Engagement
Call scripts
8x8 Contact Center
5.7
Avaya IX Workforce Engagement
Call tracking
8x8 Contact Center
7.3
Avaya IX Workforce Engagement
Multichannel integration
8x8 Contact Center
5.7
Avaya IX Workforce Engagement
CRM software integration
8x8 Contact Center
5.1
Avaya IX Workforce Engagement

Workforce Optimization (WFO)

8x8 Contact Center
7.6
Avaya IX Workforce Engagement
Inbound call routing
8x8 Contact Center
8.1
Avaya IX Workforce Engagement
Omnichannel inbound routing
8x8 Contact Center
7.5
Avaya IX Workforce Engagement
Recording
8x8 Contact Center
7.9
Avaya IX Workforce Engagement
Quality management
8x8 Contact Center
7.1
Avaya IX Workforce Engagement
Call analytics
8x8 Contact Center
7.6
Avaya IX Workforce Engagement
Historical reporting
8x8 Contact Center
6.4
Avaya IX Workforce Engagement
Live reporting
8x8 Contact Center
9.0
Avaya IX Workforce Engagement
Customer surveys
8x8 Contact Center
7.3
Avaya IX Workforce Engagement

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 IX Workforce Engagement

  • Customer-centric
  • Trending
  • Centralization
Patricio Santirso | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | TrustRadius Reviewer

Avaya IX Workforce Engagement

  • Look and feel
  • Detailed configurations
  • Embedding other tools or connecting with other tools
Patricio Santirso | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.5
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | TrustRadius Reviewer

Avaya IX Workforce Engagement

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | TrustRadius Reviewer

Avaya IX Workforce Engagement

Avaya IX Workforce Engagement 9.0
Based on 2 answers
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

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Anonymous | TrustRadius Reviewer

Avaya IX Workforce Engagement

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

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | TrustRadius Reviewer

Avaya IX Workforce Engagement

  • 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 IX Workforce Engagement

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
Avaya IX Workforce Engagement
8.0

Usability

8x8 Contact Center
7.5
Avaya IX Workforce Engagement

Support Rating

8x8 Contact Center
7.5
Avaya IX Workforce Engagement
9.0

Add comparison