What users are saying about
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52 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
50 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Cisco Unified Contact Center
7.6
Agent dashboard
8x8 Contact Center
7.3
Cisco Unified Contact Center
6.9
Validate callers
8x8 Contact Center
6.6
Cisco Unified Contact Center
7.7
Outbound response
8x8 Contact Center
6.1
Cisco Unified Contact Center
7.9
Call forwarding
8x8 Contact Center
7.2
Cisco Unified Contact Center
7.9
Click-to-call (CTC)
8x8 Contact Center
6.3
Cisco Unified Contact Center
7.6
Warm transfer
8x8 Contact Center
7.0
Cisco Unified Contact Center
8.0
Predictive dialing
8x8 Contact Center
5.3
Cisco Unified Contact Center
7.6
Interactive voice response
8x8 Contact Center
6.1
Cisco Unified Contact Center
7.8
REST APIs
8x8 Contact Center
5.0
Cisco Unified Contact Center
7.1
Call scripts
8x8 Contact Center
5.1
Cisco Unified Contact Center
7.1
Call tracking
8x8 Contact Center
7.2
Cisco Unified Contact Center
8.6
Multichannel integration
8x8 Contact Center
5.5
Cisco Unified Contact Center
7.1
CRM software integration
8x8 Contact Center
5.0
Cisco Unified Contact Center
6.7

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Cisco Unified Contact Center
7.8
Inbound call routing
8x8 Contact Center
8.1
Cisco Unified Contact Center
8.4
Omnichannel inbound routing
8x8 Contact Center
7.3
Cisco Unified Contact Center
7.8
Recording
8x8 Contact Center
7.9
Cisco Unified Contact Center
7.9
Quality management
8x8 Contact Center
6.9
Cisco Unified Contact Center
8.3
Call analytics
8x8 Contact Center
7.4
Cisco Unified Contact Center
7.5
Historical reporting
8x8 Contact Center
6.7
Cisco Unified Contact Center
8.4
Live reporting
8x8 Contact Center
9.0
Cisco Unified Contact Center
7.8
Customer surveys
8x8 Contact Center
6.8
Cisco Unified Contact Center
6.9
Customer interaction analytics
8x8 Contact Center
Cisco Unified Contact Center
6.9

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 Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center 7.8
Based on 5 answers
As I said before, CISCO has provided a lot of help to me with different products and this hasn't been an exception. We are very happy with this product and it allows us to achieve our targets. I really recommend the use of this tool to anybody who is seeking for an integral solution for Contact Centers.
Patricio Santirso | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
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 Unified Contact Center

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Cisco Unified Contact Center
9.6

Likelihood to Renew

8x8 Contact Center
Cisco Unified Contact Center
9.8

Usability

8x8 Contact Center
8.2
Cisco Unified Contact Center

Support Rating

8x8 Contact Center
5.5
Cisco Unified Contact Center
7.8

Add comparison