What users are saying about
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.9 out of 100
Based on 24 reviews and ratings
Feature Set Ratings
Contact Center Software
7.4
8x8 Contact Center
74%
Calabrio ONE
Feature Set Not Supported
N/A
8x8 Contact Center ranks higher in 13/13 features
8x8 Contact Center ranks higher in 13/13 features
Agent dashboard
8.0
80%
69 Ratings
N/A
0 Ratings
Validate callers
7.0
70%
62 Ratings
N/A
0 Ratings
Outbound response
8.3
83%
59 Ratings
N/A
0 Ratings
Call forwarding
7.8
78%
77 Ratings
N/A
0 Ratings
Click-to-call (CTC)
6.6
66%
41 Ratings
N/A
0 Ratings
Warm transfer
8.3
83%
71 Ratings
N/A
0 Ratings
Predictive dialing
6.6
66%
28 Ratings
N/A
0 Ratings
Interactive voice response
7.6
76%
41 Ratings
N/A
0 Ratings
REST APIs
7.2
72%
25 Ratings
N/A
0 Ratings
Call scripts
7.6
76%
40 Ratings
N/A
0 Ratings
Call tracking
6.9
69%
67 Ratings
N/A
0 Ratings
Multichannel integration
8.4
84%
37 Ratings
N/A
0 Ratings
CRM software integration
6.2
62%
36 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
8.2
8x8 Contact Center
82%
Calabrio ONE
Feature Set Not Supported
N/A
8x8 Contact Center ranks higher in 8/8 features
8x8 Contact Center ranks higher in 8/8 features
Inbound call routing
8.6
86%
64 Ratings
N/A
0 Ratings
Omnichannel inbound routing
9.1
91%
32 Ratings
N/A
0 Ratings
Recording
8.1
81%
62 Ratings
N/A
0 Ratings
Quality management
7.3
73%
60 Ratings
N/A
0 Ratings
Call analytics
7.8
78%
63 Ratings
N/A
0 Ratings
Historical reporting
8.2
82%
57 Ratings
N/A
0 Ratings
Live reporting
9.0
90%
1 Rating
N/A
0 Ratings
Customer surveys
7.6
76%
27 Ratings
N/A
0 Ratings
Attribute Ratings
- 8x8 Contact Center is rated higher in 4 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating
- Calabrio ONE is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
7.9
8x8 Contact Center
79%
84 Ratings
8.0
Calabrio ONE
80%
13 Ratings
Likelihood to Renew
9.1
8x8 Contact Center
91%
1 Rating
8.0
Calabrio ONE
80%
1 Rating
Usability
8.1
8x8 Contact Center
81%
16 Ratings
7.0
Calabrio ONE
70%
1 Rating
Support Rating
6.4
8x8 Contact Center
64%
73 Ratings
6.0
Calabrio ONE
60%
1 Rating
Implementation Rating
9.1
8x8 Contact Center
91%
1 Rating
7.0
Calabrio ONE
70%
1 Rating
Contract Terms and Pricing Model
7.3
8x8 Contact Center
73%
1 Rating
Calabrio ONE
N/A
0 Ratings
Likelihood to Recommend
8x8 Contact Center
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
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.
Assistant Director of Quality Assurance
Grand Canyon UniversityHigher Education, 5001-10,000 employees
Pros
8x8 Contact Center
- Tracks all inbound and outbound calls from our organization.
- Gives us the ability to record and review calls.
- Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
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.
Server System Administrator
ACCC Insurance CompanyInsurance, 501-1000 employees
Cons
8x8 Contact Center
- Post-sale support through the online ticket system is painfully slow.
- It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
- The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesCalabrio 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.
Supervisor of Workforce Management
City of AtlantaGovernment Administration, 5001-10,000 employees
Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Calabrio ONE
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
—Likelihood to Renew
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.
Calabrio ONE
Calabrio ONE 8.0
Based on 1 answer
Because I think they're ready for a multi-skilled contact center support or OMNI

Verified User
Manager in Customer Service
Outsourcing/Offshoring Company, 51-200 employeesUsability
8x8 Contact Center
8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Calabrio ONE
Calabrio ONE 7.0
Based on 1 answer
It would've been a higher rating if they're able to partner up with other platforms like Liveperson chat support and have a better sense of urgency when it comes to resolving issues

Verified User
Manager in Customer Service
Outsourcing/Offshoring Company, 51-200 employeesSupport Rating
8x8 Contact Center
8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Calabrio ONE
Calabrio ONE 6.0
Based on 1 answer
Because, it took them time to coordinate back some updates for us when we had to report a few major issues. ie Volume data feed for our Email support/channel. I like the webinars, however to keep the community alive. I hope they improve the training modules too and how they training new WFM guys as part of their package

Verified User
Manager in Customer Service
Outsourcing/Offshoring Company, 51-200 employeesImplementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Calabrio ONE
Calabrio ONE 7.0
Based on 1 answer
No I don't have as I wasn't part of the implementation

Verified User
Manager in Customer Service
Outsourcing/Offshoring Company, 51-200 employeesAlternatives Considered
8x8 Contact Center
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
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.
Network Engineer II
Systems and Methods IncGovernment Administration, 501-1000 employees
Contract Terms and Pricing Model
8x8 Contact Center
8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Calabrio ONE
No score
No answers yet
No answers on this topic
Return on Investment
8x8 Contact Center
- The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
- We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
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.
Customer Service Analyst/Scheduler
Tucson Electric PowerUtilities, 1001-5000 employees