What users are saying about
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54 Ratings
10 Ratings

8x8 Contact Center

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54 Ratings
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Score 7 out of 100
10 Ratings
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Score 7.9 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

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

Workforce Optimization (WFO)

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

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

Calibre

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

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 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Calibre

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

Calibre

Calibre 9.2
Based on 2 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

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

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

  • 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

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
7.4
Calibre
8.5

Usability

8x8 Contact Center
8.2
Calibre

Support Rating

8x8 Contact Center
5.3
Calibre
9.2

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