What users are saying about
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54 Ratings
20 Ratings

8x8 Contact Center

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54 Ratings
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Score 7 out of 100
20 Ratings
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Score 8.5 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

Calabrio ONE

Calabrio has been great for our education environment. We have the ability to access live calls, recorded calls and evaluate based on the duration of calls. I would like to see the Reporting tab transformed and allow for more customizable reports. Overall, we have had success with Calabrio and we look forward to our partnership.
Beth Bax | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Calabrio ONE
Agent dashboard
8x8 Contact Center
7.3
Calabrio ONE
Validate callers
8x8 Contact Center
6.6
Calabrio ONE
Outbound response
8x8 Contact Center
6.1
Calabrio ONE
Call forwarding
8x8 Contact Center
7.1
Calabrio ONE
Click-to-call (CTC)
8x8 Contact Center
6.3
Calabrio ONE
Warm transfer
8x8 Contact Center
7.0
Calabrio ONE
Predictive dialing
8x8 Contact Center
5.3
Calabrio ONE
Interactive voice response
8x8 Contact Center
6.1
Calabrio ONE
REST APIs
8x8 Contact Center
5.0
Calabrio ONE
Call scripts
8x8 Contact Center
5.0
Calabrio ONE
Call tracking
8x8 Contact Center
7.1
Calabrio ONE
Multichannel integration
8x8 Contact Center
5.5
Calabrio ONE
CRM software integration
8x8 Contact Center
4.9
Calabrio ONE

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Calabrio ONE
Inbound call routing
8x8 Contact Center
8.0
Calabrio ONE
Omnichannel inbound routing
8x8 Contact Center
7.3
Calabrio ONE
Recording
8x8 Contact Center
7.8
Calabrio ONE
Quality management
8x8 Contact Center
6.9
Calabrio ONE
Call analytics
8x8 Contact Center
7.4
Calabrio ONE
Historical reporting
8x8 Contact Center
6.6
Calabrio ONE
Live reporting
8x8 Contact Center
9.0
Calabrio ONE
Customer surveys
8x8 Contact Center
6.8
Calabrio ONE

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

Calabrio ONE

  • Quality Management (call recordings, evaluations of said calls) is an area where Calabrio has done a particularly good job. It is a solid product and they continue to refine it.
  • Customer Service - since we purchased the product, customer service has always been spot on for Calabrio - they have worked hard to ensure their existing customers remain happy while continuing to evolve and bring on new customers.
  • Innovation - with their ear to the ground, so to speak, Calabrio forges ahead and does a great job of implementing features per customer requests and makes every effort to ensure the needs are taken care of either via API or upgrade feature.
Joel Severson | 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

Calabrio ONE

  • Calabrio's scheduling module has room for improvement. I recommend adding options that will allow you to quickly add or delete multiple exceptions for a group or an individual.
  • Calabrio should add an option the will automatically optimize existing breaks and lunches based on the schedule rules and updates to schedules since they were initially published.
  • I'd like to have a feature in Calabrio that will automatically approve or deny employees requests for vacation based on the staffing number and other staff rules that are set.
  • For shift bidding, I'd like to have the option to create several schedule types and have Calabrio create the best coverage based on the available staff and the existing forecast.
  • In my practice, I have found that some reports have stats that should be weighed but are presented as a standard average (arithmetic mean) instead.
  • I'd like to have granular reporting on staff shrinkage that has occurred in the past so that I can use that data for future staff planning.
Nathaniel Brown | TrustRadius Reviewer

Usability

8x8 Contact Center

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

Calabrio ONE

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.3
Based on 25 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

Calabrio ONE

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

Calabrio ONE

It was better and more reliable/resilient then both of the products stated above. It is in-house though while the competition was cloud-based. Both of the platforms mentioned above had more problems and more failed screens then Calabrio.
Usama Ahmed | 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

Calabrio ONE

  • Negative: I've had to create more workarounds and scheduling seems to be more time consuming. However, it has had a positive effect in that some processes have been improved because of the workarounds.
  • Positive: Our former WFM software was not upgraded regularly. We have planned upgrade(s) for Calabrio. I'm looking forward to seeing the improvements made with the newer version.
  • Positive: Calabrio's customer service has been a plus. I believe they listen to what their customers are saying, even when it may be painful, and seem to always be striving to improve their product, and maintain good customer service.
Gaye Stone | TrustRadius Reviewer

Screenshots

8x8 Contact Center

Pricing Details

8x8 Contact Center

General

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

Calabrio ONE

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.4
Calabrio ONE
9.1

Usability

8x8 Contact Center
8.2
Calabrio ONE

Support Rating

8x8 Contact Center
5.3
Calabrio ONE

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