What users are saying about
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102 Ratings
20 Ratings

8x8 Contact Center

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102 Ratings
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Score 7.8 out of 100
20 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | 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
7.2
Calabrio ONE
Agent dashboard
8x8 Contact Center
7.7
Calabrio ONE
Validate callers
8x8 Contact Center
8.1
Calabrio ONE
Outbound response
8x8 Contact Center
7.5
Calabrio ONE
Call forwarding
8x8 Contact Center
8.2
Calabrio ONE
Click-to-call (CTC)
8x8 Contact Center
6.9
Calabrio ONE
Warm transfer
8x8 Contact Center
8.1
Calabrio ONE
Predictive dialing
8x8 Contact Center
6.5
Calabrio ONE
Interactive voice response
8x8 Contact Center
8.2
Calabrio ONE
REST APIs
8x8 Contact Center
5.3
Calabrio ONE
Call scripts
8x8 Contact Center
8.0
Calabrio ONE
Call tracking
8x8 Contact Center
7.7
Calabrio ONE
Multichannel integration
8x8 Contact Center
6.3
Calabrio ONE
CRM software integration
8x8 Contact Center
5.6
Calabrio ONE

Workforce Optimization (WFO)

8x8 Contact Center
8.0
Calabrio ONE
Inbound call routing
8x8 Contact Center
8.4
Calabrio ONE
Omnichannel inbound routing
8x8 Contact Center
7.7
Calabrio ONE
Recording
8x8 Contact Center
8.3
Calabrio ONE
Quality management
8x8 Contact Center
7.7
Calabrio ONE
Call analytics
8x8 Contact Center
8.1
Calabrio ONE
Historical reporting
8x8 Contact Center
7.2
Calabrio ONE
Live reporting
8x8 Contact Center
9.0
Calabrio ONE
Customer surveys
8x8 Contact Center
7.7
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

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | 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 7.9
Based on 14 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

Calabrio ONE

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 48 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Calabrio ONE

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | 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

  • Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.
Eric Payne | 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
8.1
Calabrio ONE
9.1

Usability

8x8 Contact Center
7.9
Calabrio ONE

Support Rating

8x8 Contact Center
7.0
Calabrio ONE

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