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90 Ratings

8x8 Contact Center

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90 Ratings
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Score 7.5 out of 100
5 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

8x8 Contact Center

I am an Allstate Exclusive Agent and I use 8x8 VOIP for my company and all my employees. I don't know to many companies who can fix most user-caused errors or errors due to ignorance of the product on the first call usually, but they can. Secondly, they are capable to view your screens and assist you with solutions on the same call to help you see how to fix and then implement the fix for all users. Speed in my business is essential and they get it done fast. 8x8 Contact Center is rock solid.
Chris Bugg | TrustRadius Reviewer

Cisco CloudCenter (formerly CliQr)

It is well suited for large corporate entities, whether they are in manufacturing, sales, engineering, healthcare, supply or shipping. It is easy to understand and operate once it has been initially configured. Expansion of the system is likewise easy to do once expertise has been acquired.The only difficulty with this or any cloud scenario is ensuring where the data is located and managing that securely.
Alfred Brock | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.6
Cisco CloudCenter (formerly CliQr)
Agent dashboard
8x8 Contact Center
7.2
Cisco CloudCenter (formerly CliQr)
Validate callers
8x8 Contact Center
7.7
Cisco CloudCenter (formerly CliQr)
Outbound response
8x8 Contact Center
7.0
Cisco CloudCenter (formerly CliQr)
Call forwarding
8x8 Contact Center
7.8
Cisco CloudCenter (formerly CliQr)
Click-to-call (CTC)
8x8 Contact Center
6.8
Cisco CloudCenter (formerly CliQr)
Warm transfer
8x8 Contact Center
7.6
Cisco CloudCenter (formerly CliQr)
Predictive dialing
8x8 Contact Center
6.1
Cisco CloudCenter (formerly CliQr)
Interactive voice response
8x8 Contact Center
6.6
Cisco CloudCenter (formerly CliQr)
REST APIs
8x8 Contact Center
5.2
Cisco CloudCenter (formerly CliQr)
Call scripts
8x8 Contact Center
5.9
Cisco CloudCenter (formerly CliQr)
Call tracking
8x8 Contact Center
7.3
Cisco CloudCenter (formerly CliQr)
Multichannel integration
8x8 Contact Center
5.9
Cisco CloudCenter (formerly CliQr)
CRM software integration
8x8 Contact Center
5.1
Cisco CloudCenter (formerly CliQr)

Workforce Optimization (WFO)

8x8 Contact Center
7.6
Cisco CloudCenter (formerly CliQr)
Inbound call routing
8x8 Contact Center
8.1
Cisco CloudCenter (formerly CliQr)
Omnichannel inbound routing
8x8 Contact Center
7.6
Cisco CloudCenter (formerly CliQr)
Recording
8x8 Contact Center
7.9
Cisco CloudCenter (formerly CliQr)
Quality management
8x8 Contact Center
7.1
Cisco CloudCenter (formerly CliQr)
Call analytics
8x8 Contact Center
7.7
Cisco CloudCenter (formerly CliQr)
Historical reporting
8x8 Contact Center
6.4
Cisco CloudCenter (formerly CliQr)
Live reporting
8x8 Contact Center
9.0
Cisco CloudCenter (formerly CliQr)
Customer surveys
8x8 Contact Center
7.4
Cisco CloudCenter (formerly CliQr)

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

Cisco CloudCenter (formerly CliQr)

  • We are able to automate deployment which has been a strength to the geographical distribution of the enterprise.
  • We have been able to work with a wider variety of developer tools and haven't had to customize to fit CloudCenter.
  • It is easier for us to allocate space and allow users to take advantage of the system directly with a minimum of overhead.
Alfred Brock | 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

Cisco CloudCenter (formerly CliQr)

  • The software and systems don't present a problem to us but the continued interaction with mid-level support teams and vendors can slow down implementation or correction of difficulties we experience.
  • The continued overhead associated with peripheral training on systems we have purchased can cause delays.
  • Language barriers sometimes show up but this, again, is due to remote middle agents that are themselves contractors of or sales agents of the main agency. It slows down communication and can introduce business difficulties.
Alfred Brock | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 7.7
Based on 10 answers
It is basically pretty easy to use. I haven't really tried poking around in more of the features. I do plan on doing so though. I think there is more to 8x8 than what I think. I will probably do some research into more of the things I might be able to do with it.
Anonymous | TrustRadius Reviewer

Cisco CloudCenter (formerly CliQr)

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 44 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

Cisco CloudCenter (formerly CliQr)

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | TrustRadius Reviewer

Cisco CloudCenter (formerly CliQr)

We found that the cost advantages were greater by going with Cisco because of our present contracts and the materials and equipment we already had on hand. The reliability of the system, for us, outweighed any cost advantages we might have been realized by going with another provider. Certainly the service and support for the entire system is much better when handled by a single vendor with a good track record.
Alfred Brock | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.
Eric Payne | TrustRadius Reviewer

Cisco CloudCenter (formerly CliQr)

  • We have had a positive return on investment by adopting Cisco CloudCenter as the system is more mature than competitors. We have saved a lot by working with them rather than continuing to act as a defacto test location for other systems.
  • We have been able to reduce the number of staff necessary to operate the system and turn them over to more profitable work.
  • One negative impact we have seen is that it is difficult to map where the data is located at any specific instance.
Alfred Brock | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Cisco CloudCenter (formerly CliQr)

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.8
Cisco CloudCenter (formerly CliQr)
7.0

Usability

8x8 Contact Center
7.7
Cisco CloudCenter (formerly CliQr)

Support Rating

8x8 Contact Center
7.5
Cisco CloudCenter (formerly CliQr)

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