What users are saying about
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Top Rated
149 Ratings

8x8 Contact Center

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Top Rated
149 Ratings
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Score 7.3 out of 100
2 Ratings
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Score 9 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

Call Center Studio

+ We need to have make a unique survey implemantation. Like we had many surveys after the call and wanted distrubute randomly since they have such a good technical knowledge, we solved many technical obstacles in couple of days and implemented our survey. - I would like to see the dashboard pinned on my agents desktops.
Cigdem Kizilkaya | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Call Center Studio
9.7
Agent dashboard
8x8 Contact Center
6.9
Call Center Studio
7.0
Validate callers
8x8 Contact Center
6.6
Call Center Studio
Outbound response
8x8 Contact Center
7.0
Call Center Studio
10.0
Call forwarding
8x8 Contact Center
7.3
Call Center Studio
10.0
Click-to-call (CTC)
8x8 Contact Center
6.1
Call Center Studio
Warm transfer
8x8 Contact Center
7.0
Call Center Studio
Predictive dialing
8x8 Contact Center
7.1
Call Center Studio
10.0
Interactive voice response
8x8 Contact Center
7.4
Call Center Studio
10.0
REST APIs
8x8 Contact Center
6.1
Call Center Studio
10.0
Call scripts
8x8 Contact Center
6.9
Call Center Studio
10.0
Call tracking
8x8 Contact Center
6.6
Call Center Studio
10.0
Multichannel integration
8x8 Contact Center
7.4
Call Center Studio
10.0
CRM software integration
8x8 Contact Center
6.6
Call Center Studio
10.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Call Center Studio
10.0
Inbound call routing
8x8 Contact Center
7.6
Call Center Studio
10.0
Omnichannel inbound routing
8x8 Contact Center
8.8
Call Center Studio
Recording
8x8 Contact Center
7.2
Call Center Studio
10.0
Quality management
8x8 Contact Center
6.7
Call Center Studio
10.0
Call analytics
8x8 Contact Center
6.8
Call Center Studio
10.0
Historical reporting
8x8 Contact Center
6.5
Call Center Studio
10.0
Live reporting
8x8 Contact Center
9.0
Call Center Studio
10.0
Customer surveys
8x8 Contact Center
7.4
Call Center Studio
10.0
Customer interaction analytics
8x8 Contact Center
Call Center Studio
10.0

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

Call Center Studio

  • User friendly. It has dashboards for each team also able to see all users at the same time.
  • Good account management. We can directly reach our account manager through her mobile. Very fast response for urgent issues.
  • Even the defaults reports fine enough we can always ask for some spesific reporting formats.
Cigdem Kizilkaya | 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

Call Center Studio

  • Dashboards can not be pin to the screen.
Cigdem Kizilkaya | 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

Call Center Studio

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

Call Center Studio

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

Call Center Studio

cloud based and more flexible.
Cigdem Kizilkaya | 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

Call Center Studio

  • I think the most positive effect of CCS is; it is a cloud based application. During the covid period whole our company started working remotely. We didn't need to make any invesment to deliver service to our customers.
Cigdem Kizilkaya | 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

Call Center Studio

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Call Center Studio
10.0

Usability

8x8 Contact Center
8.0
Call Center Studio

Support Rating

8x8 Contact Center
7.0
Call Center Studio

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