What users are saying about
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Top Rated
150 Ratings

8x8 Contact Center

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Top Rated
150 Ratings
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Score 7.3 out of 100
11 Ratings
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Score 6.1 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Calabrio Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Calabrio Teleopti WFM
Agent dashboard
8x8 Contact Center
6.9
Calabrio Teleopti WFM
Validate callers
8x8 Contact Center
6.6
Calabrio Teleopti WFM
Outbound response
8x8 Contact Center
7.0
Calabrio Teleopti WFM
Call forwarding
8x8 Contact Center
7.3
Calabrio Teleopti WFM
Click-to-call (CTC)
8x8 Contact Center
6.1
Calabrio Teleopti WFM
Warm transfer
8x8 Contact Center
7.0
Calabrio Teleopti WFM
Predictive dialing
8x8 Contact Center
7.1
Calabrio Teleopti WFM
Interactive voice response
8x8 Contact Center
7.3
Calabrio Teleopti WFM
REST APIs
8x8 Contact Center
6.1
Calabrio Teleopti WFM
Call scripts
8x8 Contact Center
6.9
Calabrio Teleopti WFM
Call tracking
8x8 Contact Center
6.6
Calabrio Teleopti WFM
Multichannel integration
8x8 Contact Center
7.4
Calabrio Teleopti WFM
CRM software integration
8x8 Contact Center
6.7
Calabrio Teleopti WFM

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Calabrio Teleopti WFM
Inbound call routing
8x8 Contact Center
7.6
Calabrio Teleopti WFM
Omnichannel inbound routing
8x8 Contact Center
8.8
Calabrio Teleopti WFM
Recording
8x8 Contact Center
7.2
Calabrio Teleopti WFM
Quality management
8x8 Contact Center
6.7
Calabrio Teleopti WFM
Call analytics
8x8 Contact Center
6.8
Calabrio Teleopti WFM
Historical reporting
8x8 Contact Center
6.5
Calabrio Teleopti WFM
Live reporting
8x8 Contact Center
9.0
Calabrio Teleopti WFM
Customer surveys
8x8 Contact Center
7.4
Calabrio Teleopti WFM

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Calabrio Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley | 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 Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
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!!
Kelly Disera | TrustRadius Reviewer

Calabrio Teleopti WFM

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.9
Based on 69 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 Teleopti WFM

No score
No answers yet
No answers on this topic

Alternatives 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.
Chris Bugg | TrustRadius Reviewer

Calabrio Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | TrustRadius Reviewer

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.
Michael Furman | TrustRadius Reviewer

Calabrio Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Calabrio Teleopti WFM

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Calabrio Teleopti WFM
7.8

Usability

8x8 Contact Center
8.0
Calabrio Teleopti WFM

Support Rating

8x8 Contact Center
6.9
Calabrio Teleopti WFM

Add comparison