What users are saying about
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Top Rated
150 Ratings
10 Ratings

8x8 Contact Center

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Top Rated
150 Ratings
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Score 7.3 out of 100
10 Ratings
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Score 8.7 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

Calibre

Calibre is the right tool if you have a a need for a shared knowledge management system whereby users can collectively access a shared pool of digital content. It eliminates scattered resources that your user base may have and replaces them with a single repository with version management that serves all major devices. The only situation I wouldn't suggest using library is when you have vast digital media libraries that contain DRM. Calibre doesn't handle DRM well. We've largely avoided this problem because our library is from DRM free publishers.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Calibre

  • Reformatting publications.
  • eBook editing.
  • Publication organization.
Julia Dye | 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

Calibre

  • The UI is ancient and was cumbersome even then.
  • The intelligence of the converter for PDF to ebook is very hit or miss and doesn't always produce satisfactory results.
  • It requires a physical connection to your machine. This would be the perfect tool if it had remote cloud-based operation.
Randolph Ramirez | 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

Calibre

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
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

Calibre

Calibre 8.5
Based on 3 answers
Not only has the customer support for Calibre been great, but the community surrounding it is great too. Users are ready and willing to jump in to help you solve a particular issue you're encountering with Calibre. As a result, I've expanded what we do with Calibre quite a bit through community support of its plugin infrastructure.
Anonymous | TrustRadius Reviewer

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

Calibre

Calibre, like Acrobat, offers the user the ability to be able to view a digital ebook whether from online or off-line. But Acrobat can only open PDF files. Calibre can open & convert multiple digital file formats.
Paul Li | 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

Calibre

  • Saves hours of time each week.
  • Updates as we need so we're always at the industry standard.
Julia Dye | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Calibre

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
Calibre
8.8

Usability

8x8 Contact Center
8.0
Calibre

Support Rating

8x8 Contact Center
7.0
Calibre
8.5

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