<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
150 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
150 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100
137 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
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

Cisco Unified Communications Manager (Call Manager)

Regardless of everything, no one can argue that the CUCM is among the best, especially when you’re using Cisco Phones. So, unless you’re on a very tight budget or have multi-vendor phones, don’t go for 3rd party systems, as they lack the simplicity of configuration that is built-in within the CUCM. Having everything within the Cisco ecosystem will exponentially lower the time required from IT to configure and manage.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Cisco Unified Communications Manager (Call Manager)
Agent dashboard
8x8 Contact Center
6.9
Cisco Unified Communications Manager (Call Manager)
Validate callers
8x8 Contact Center
6.6
Cisco Unified Communications Manager (Call Manager)
Outbound response
8x8 Contact Center
7.0
Cisco Unified Communications Manager (Call Manager)
Call forwarding
8x8 Contact Center
7.3
Cisco Unified Communications Manager (Call Manager)
Click-to-call (CTC)
8x8 Contact Center
6.1
Cisco Unified Communications Manager (Call Manager)
Warm transfer
8x8 Contact Center
7.0
Cisco Unified Communications Manager (Call Manager)
Predictive dialing
8x8 Contact Center
7.1
Cisco Unified Communications Manager (Call Manager)
Interactive voice response
8x8 Contact Center
7.4
Cisco Unified Communications Manager (Call Manager)
REST APIs
8x8 Contact Center
6.1
Cisco Unified Communications Manager (Call Manager)
Call scripts
8x8 Contact Center
6.9
Cisco Unified Communications Manager (Call Manager)
Call tracking
8x8 Contact Center
6.6
Cisco Unified Communications Manager (Call Manager)
Multichannel integration
8x8 Contact Center
7.4
Cisco Unified Communications Manager (Call Manager)
CRM software integration
8x8 Contact Center
6.7
Cisco Unified Communications Manager (Call Manager)

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Cisco Unified Communications Manager (Call Manager)
Inbound call routing
8x8 Contact Center
7.6
Cisco Unified Communications Manager (Call Manager)
Omnichannel inbound routing
8x8 Contact Center
8.8
Cisco Unified Communications Manager (Call Manager)
Recording
8x8 Contact Center
7.2
Cisco Unified Communications Manager (Call Manager)
Quality management
8x8 Contact Center
6.7
Cisco Unified Communications Manager (Call Manager)
Call analytics
8x8 Contact Center
6.8
Cisco Unified Communications Manager (Call Manager)
Historical reporting
8x8 Contact Center
6.5
Cisco Unified Communications Manager (Call Manager)
Live reporting
8x8 Contact Center
9.0
Cisco Unified Communications Manager (Call Manager)
Customer surveys
8x8 Contact Center
7.4
Cisco Unified Communications Manager (Call Manager)

Cloud PBX

8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.8
Hosted PBX
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.2
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.1
User templates
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.6
Call reports
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
6.5
Directory of employee names
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.8

Call Management

8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.7
Answering rules
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.8
Call recording
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
6.8
Call park
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.8
Call screening
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
6.8
Message alerts
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.4

VoIP system collaboration

8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.9
Video conferencing
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.8
Audio conferencing
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.8
Video screen sharing
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.0
Instant messaging
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.9

Mobile apps

8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.9
Mobile app for iOS
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
8.0
Mobile app for Android
8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
7.8

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

Cisco Unified Communications Manager (Call Manager)

  • This solution is extremely stable and has been running in our environment for several years without (unscheduled) downtime.
  • The ability to have voicemails automatically sent as an email message is extremely helpful in helping us to keep in touch while away from the desk.
  • The Call Manager provides us very granular settings to route our calls as we want.
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

Cisco Unified Communications Manager (Call Manager)

  • Administration web page is little bit hard to understand at the beginning specially if you are not familiar with naming convention and GU Interfaces.
  • Call Detail Record interface is fine but would be desirable to include more options that fit organization needs in terms of reporting purposes.
  • Self Care Portal interface could be more useful to the end user if it includes options to manage some features without administrators involving.
Leonardo Gonzalez | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
We have been using this product for 20+ years and will continue too. This is a great product and new features are always coming out.
Brian Munn | 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

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 5.8
Based on 3 answers
Although it's very easy to use, once you understand the concepts of IP telephony, as I said before, I think Cisco could have improved the management interface of the platform, adding modern technologies and the design language of the other platforms like DNA Center, etc. This interface hasn't had a substantial improvement for about 10 years
Eduardo Viero | TrustRadius Reviewer

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

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.1
Based on 16 answers
CUCM is supported by most third-party vendors for related products, so it makes finding solutions to specific needs easy. Also Cisco TAC is very knowledgeable, and we have never run into a problem they have not been able to resolve. Usually they are resolved without the need to escalate tickers either.
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Brian Munn | TrustRadius Reviewer

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

Cisco Unified Communications Manager (Call Manager)

We have been a Cisco based shop and have looked at other cloud voice options such as MS Teams pbx, and others, but ultimately, the features, endpoints, and reliability of Cisco has been the common factor in staying with them as our voice provider. Their integrations, room systems, and hybrid design allows for us to be flexible and keep a high up time vs reliance on 100% cloud.
Anonymous | 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

Cisco Unified Communications Manager (Call Manager)

  • Communication and collaboration - Our offices are able to communicate both internally and externally due to this system.
  • Down time - Struggles with CUCM has caused a lot of down time due to the instability of the system.
  • High Costs - the cost of both the license and the maintenance was much higher than other systems.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Cisco Unified Communications Manager (Call Manager)

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Cisco Unified Communications Manager (Call Manager)
9.0

Likelihood to Renew

8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
10.0

Usability

8x8 Contact Center
8.0
Cisco Unified Communications Manager (Call Manager)
5.8

Support Rating

8x8 Contact Center
7.0
Cisco Unified Communications Manager (Call Manager)
9.1

Implementation Rating

8x8 Contact Center
Cisco Unified Communications Manager (Call Manager)
10.0

Add comparison