What users are saying about
17 Ratings
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Score 7.5 out of 101
44 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

8x8 Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Cisco Unified Contact Center

Cisco Contact Center is an excellent solution to provide multiple contact channels to customers and/or suppliers. With the possibility of recording calls (with third parties), customizing reports, and creating call flow based on business needs. It is not suitable if it is required as a contact channel to WhatsApp or SMS since it is not supported.
JAVIER DADDINO profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Cisco Unified Contact Center
8.9
Agent dashboard
8x8 Contact Center
7.5
Cisco Unified Contact Center
7.3
Validate callers
8x8 Contact Center
7.6
Cisco Unified Contact Center
8.4
Outbound response
8x8 Contact Center
7.7
Cisco Unified Contact Center
8.7
Call forwarding
8x8 Contact Center
7.6
Cisco Unified Contact Center
9.3
Click-to-call (CTC)
8x8 Contact Center
7.7
Cisco Unified Contact Center
8.8
Warm transfer
8x8 Contact Center
7.6
Cisco Unified Contact Center
9.0
Predictive dialing
8x8 Contact Center
7.0
Cisco Unified Contact Center
9.0
Interactive voice response
8x8 Contact Center
7.1
Cisco Unified Contact Center
9.4
REST APIs
8x8 Contact Center
8.2
Cisco Unified Contact Center
9.2
Call scripts
8x8 Contact Center
7.2
Cisco Unified Contact Center
8.8
Call tracking
8x8 Contact Center
8.5
Cisco Unified Contact Center
9.4
Multichannel integration
8x8 Contact Center
9.1
Cisco Unified Contact Center
9.6
CRM software integration
8x8 Contact Center
8.5
Cisco Unified Contact Center
8.8

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Cisco Unified Contact Center
9.0
Inbound call routing
8x8 Contact Center
8.6
Cisco Unified Contact Center
9.6
Omnichannel inbound routing
8x8 Contact Center
7.7
Cisco Unified Contact Center
9.6
Recording
8x8 Contact Center
8.2
Cisco Unified Contact Center
9.2
Quality management
8x8 Contact Center
8.5
Cisco Unified Contact Center
9.5
Call analytics
8x8 Contact Center
7.8
Cisco Unified Contact Center
8.7
Historical reporting
8x8 Contact Center
7.8
Cisco Unified Contact Center
9.0
Live reporting
8x8 Contact Center
9.0
Cisco Unified Contact Center
8.3
Customer surveys
8x8 Contact Center
5.5
Cisco Unified Contact Center
8.3
Customer interaction analytics
8x8 Contact Center
Cisco Unified Contact Center
9.2

Pros

8x8 Contact Center

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo

Cisco Unified Contact Center

  • Cisco Contact Center together with SocialMiner becomes an omnichannel contact center with access to social networks.
  • The solution allows you to create customized reports in order to have all the information the business needs.
  • The IVR Script is very intuitive, easy to configure and very versatile.
JAVIER DADDINO profile photo

Cons

8x8 Contact Center

  • When there is a system outage the response team, at times, is slow to react.
MIKE BARBARO profile photo

Cisco Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
No photo available

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 9.8
Based on 4 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
No photo available

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

Cisco Unified Contact Center

Simply contains so many more abilities for the customer.
No photo available

Return on Investment

8x8 Contact Center

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO profile photo

Cisco Unified Contact Center

  • Reporting allows for training and development of customer service representatives.
  • Provide basic call recording as part of the system for training of agents without the need of separate recording servers.
  • Allows for agents to efficiently handle customer calls.
Doug Dreibelbis profile photo

Pricing Details

8x8 Contact Center

General

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

Cisco Unified Contact Center

General

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

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