What users are saying about
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Top Rated
140 Ratings

8x8 Contact Center

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Top Rated
140 Ratings
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Score 7.9 out of 100
8 Ratings
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Score 9.2 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

CallTrackingMetrics

[CallTrackingMetrics] is well suited for HIPAA Compliant Call Tracking when working with medical clients and is great for all clients who do online sales or patient intake. Clients with low volume of calls may not get enough value for the cost of this platform.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.6
CallTrackingMetrics
Agent dashboard
8x8 Contact Center
7.8
CallTrackingMetrics
Validate callers
8x8 Contact Center
8.1
CallTrackingMetrics
Outbound response
8x8 Contact Center
7.8
CallTrackingMetrics
Call forwarding
8x8 Contact Center
8.5
CallTrackingMetrics
Click-to-call (CTC)
8x8 Contact Center
7.3
CallTrackingMetrics
Warm transfer
8x8 Contact Center
8.4
CallTrackingMetrics
Predictive dialing
8x8 Contact Center
7.4
CallTrackingMetrics
Interactive voice response
8x8 Contact Center
8.5
CallTrackingMetrics
REST APIs
8x8 Contact Center
5.7
CallTrackingMetrics
Call scripts
8x8 Contact Center
8.4
CallTrackingMetrics
Call tracking
8x8 Contact Center
7.8
CallTrackingMetrics
Multichannel integration
8x8 Contact Center
6.9
CallTrackingMetrics
CRM software integration
8x8 Contact Center
6.2
CallTrackingMetrics

Workforce Optimization (WFO)

8x8 Contact Center
8.1
CallTrackingMetrics
Inbound call routing
8x8 Contact Center
8.6
CallTrackingMetrics
Omnichannel inbound routing
8x8 Contact Center
7.9
CallTrackingMetrics
Recording
8x8 Contact Center
8.4
CallTrackingMetrics
Quality management
8x8 Contact Center
7.8
CallTrackingMetrics
Call analytics
8x8 Contact Center
8.3
CallTrackingMetrics
Historical reporting
8x8 Contact Center
7.2
CallTrackingMetrics
Live reporting
8x8 Contact Center
9.0
CallTrackingMetrics
Customer surveys
8x8 Contact Center
7.8
CallTrackingMetrics

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

CallTrackingMetrics

  • Very easy to set up and use. You can create as many tracking numbers and sources as you need. Easily organize and filter them for results and placing the code is so simple. Anyone can use this software.
  • Listening to the calls makes life simple. We can hear what the potential lead said and record feedback to better our marketing efforts. You can even flag or email the call recordings if you need to share inside or outside your organization.
  • Call reporting is a breeze! You can easily filter your sources, call duration, time and more and reports are extremely accurate.
  • Cost is well worth what you get from the software.
Anonymous | 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

CallTrackingMetrics

  • Honestly, the only thing I can think of is I hate how when you go to the homepage and click "log in" that it opens up a new window.
Anonymous | 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

CallTrackingMetrics

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.1
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

CallTrackingMetrics

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

CallTrackingMetrics

Years back Ring Central played nice with HubSpot so we got exposure to that system. As I recall, their offering migrated to advanced users and therefore overkill for my smaller clients.
Christopher R. Chaput | 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

CallTrackingMetrics

  • Stronger client retention because we have a great call tracking solution.
  • Better tracking of ROI for the various businesses we advertise for.
  • Clearer understanding of who our ad dollars are reaching because we can review call recordings.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

CallTrackingMetrics

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

CallTrackingMetrics Editions & Modules

Edition
Business Plan$391
Marketing Plan$991
Contact Center Plan$2991
  1. per month
Additional Pricing Details
All plans include unlimited users at no extra cost, while Marketing and Contact Center plans also include free unlimited sub-accounts perfect for agencies and multi-location businesses. Discounts up to 15% off for annual agreements.

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.3
CallTrackingMetrics
9.5

Usability

8x8 Contact Center
8.0
CallTrackingMetrics

Support Rating

8x8 Contact Center
7.1
CallTrackingMetrics

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