What users are saying about
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118 Ratings
2 Ratings

8x8 Contact Center

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118 Ratings
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Score 7.8 out of 100
2 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

Cisco Finesse

Cisco Finesse integrates the traditional functions of the contact center and contact management in a simplified client desk to the agents and supervisors of the said center.
Arturo Lopez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.4
Cisco Finesse
9.1
Agent dashboard
8x8 Contact Center
7.7
Cisco Finesse
9.0
Validate callers
8x8 Contact Center
8.1
Cisco Finesse
9.0
Outbound response
8x8 Contact Center
7.6
Cisco Finesse
9.0
Call forwarding
8x8 Contact Center
8.3
Cisco Finesse
9.0
Click-to-call (CTC)
8x8 Contact Center
7.1
Cisco Finesse
8.0
Warm transfer
8x8 Contact Center
8.2
Cisco Finesse
8.0
Predictive dialing
8x8 Contact Center
6.9
Cisco Finesse
8.0
Interactive voice response
8x8 Contact Center
8.3
Cisco Finesse
10.0
REST APIs
8x8 Contact Center
5.6
Cisco Finesse
10.0
Call scripts
8x8 Contact Center
8.2
Cisco Finesse
10.0
Call tracking
8x8 Contact Center
7.7
Cisco Finesse
10.0
Multichannel integration
8x8 Contact Center
6.5
Cisco Finesse
8.0
CRM software integration
8x8 Contact Center
5.9
Cisco Finesse
10.0

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Cisco Finesse
9.3
Inbound call routing
8x8 Contact Center
8.5
Cisco Finesse
10.0
Omnichannel inbound routing
8x8 Contact Center
7.8
Cisco Finesse
8.0
Recording
8x8 Contact Center
8.3
Cisco Finesse
10.0
Quality management
8x8 Contact Center
7.7
Cisco Finesse
10.0
Call analytics
8x8 Contact Center
8.1
Cisco Finesse
10.0
Historical reporting
8x8 Contact Center
7.2
Cisco Finesse
8.0
Live reporting
8x8 Contact Center
9.0
Cisco Finesse
9.0
Customer surveys
8x8 Contact Center
7.8
Cisco Finesse
10.0
Customer interaction analytics
8x8 Contact Center
Cisco Finesse
9.0

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 Finesse

  • Multifunctional.
  • Intuitive tool.
Arturo Lopez | 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 Finesse

  • Integration with third-party applications could be better.
  • Integration with mobile application.
Arturo Lopez | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

Cisco Finesse

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 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 Finesse

Cisco Finesse 10.0
Based on 1 answer
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | TrustRadius Reviewer

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 Finesse

We have all of these working in collaboration, and Finesse integration was the necessary application for the registration of our agents
Arturo Lopez | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

Cisco Finesse

  • Quality and effectiveness.
  • Utility.
Arturo Lopez | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Cisco Finesse

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
Cisco Finesse
9.0

Usability

8x8 Contact Center
8.0
Cisco Finesse

Support Rating

8x8 Contact Center
7.0
Cisco Finesse
10.0

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