8x8 Contact Center vs. Cisco Unified Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Cisco Unified Contact Center
Score 7.8 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Pricing
8x8 Contact CenterCisco Unified Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterCisco Unified Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
8x8 Contact CenterCisco Unified Contact Center
Considered Both Products
8x8 Contact Center

No answer on this topic

Cisco Unified Contact Center
Chose Cisco Unified Contact Center
Easy to use
Good quality dashboard
Enables collaboration
Chose Cisco Unified Contact Center
Both with similar purposes and features, but Cisco provides a better measurement for KPI's and target goals which are important to the client, while also helping us keep track of our employee's performance and how is that impacting our customer's satisfaction with the level of …
Top Pros
Top Cons
Features
8x8 Contact CenterCisco Unified Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
131 Ratings
19% below category average
Cisco Unified Contact Center
9.7
40 Ratings
15% above category average
Agent dashboard7.8116 Ratings9.740 Ratings
Validate callers6.9105 Ratings9.636 Ratings
Outbound response8.0102 Ratings9.636 Ratings
Call forwarding8.0119 Ratings9.737 Ratings
Click-to-call (CTC)5.577 Ratings9.730 Ratings
Warm transfer8.0115 Ratings9.835 Ratings
Predictive dialing7.953 Ratings9.727 Ratings
Interactive voice response7.169 Ratings9.734 Ratings
REST APIs7.541 Ratings9.730 Ratings
Call scripts7.469 Ratings9.735 Ratings
Call tracking6.9115 Ratings9.638 Ratings
Multichannel integration4.567 Ratings9.730 Ratings
CRM software integration4.459 Ratings9.630 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.8
122 Ratings
6% below category average
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
Inbound call routing7.8111 Ratings9.738 Ratings
Omnichannel inbound routing8.061 Ratings9.730 Ratings
Recording8.0108 Ratings8.834 Ratings
Quality management7.7108 Ratings9.735 Ratings
Call analytics7.5108 Ratings9.836 Ratings
Historical reporting7.3100 Ratings9.639 Ratings
Live reporting9.01 Ratings9.739 Ratings
Customer surveys7.157 Ratings8.727 Ratings
Customer interaction analytics00 Ratings8.729 Ratings
Best Alternatives
8x8 Contact CenterCisco Unified Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterCisco Unified Contact Center
Likelihood to Recommend
7.7
(135 ratings)
9.6
(49 ratings)
Likelihood to Renew
7.6
(6 ratings)
9.1
(5 ratings)
Usability
8.2
(21 ratings)
8.3
(7 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
3.2
(52 ratings)
7.5
(16 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.4
(4 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
8.0
(2 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
Professional Services
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
8x8 Contact CenterCisco Unified Contact Center
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
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Cisco
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
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Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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Cisco
  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
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Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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Cisco
  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Usability
8x8, Inc.
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!!
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Cisco
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Cisco
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Cisco
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
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Cisco
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Cisco
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Cisco
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Cisco
No answers on this topic
Alternatives Considered
8x8, Inc.
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.
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Cisco
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Cisco
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Cisco
No answers on this topic
Professional Services
8x8, Inc.
No answers on this topic
Cisco
Scripting not supported
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Return on Investment
8x8, Inc.
  • 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.
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Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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ScreenShots