What users are saying about
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118 Ratings

8x8 Contact Center

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118 Ratings
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Score 7.8 out of 100
65 Ratings
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Score 7.8 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 Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.4
Cisco Unified Contact Center
7.4
Agent dashboard
8x8 Contact Center
7.7
Cisco Unified Contact Center
7.3
Validate callers
8x8 Contact Center
8.1
Cisco Unified Contact Center
7.7
Outbound response
8x8 Contact Center
7.6
Cisco Unified Contact Center
7.4
Call forwarding
8x8 Contact Center
8.3
Cisco Unified Contact Center
7.8
Click-to-call (CTC)
8x8 Contact Center
7.1
Cisco Unified Contact Center
8.0
Warm transfer
8x8 Contact Center
8.2
Cisco Unified Contact Center
7.9
Predictive dialing
8x8 Contact Center
6.9
Cisco Unified Contact Center
7.2
Interactive voice response
8x8 Contact Center
8.3
Cisco Unified Contact Center
7.7
REST APIs
8x8 Contact Center
5.6
Cisco Unified Contact Center
7.4
Call scripts
8x8 Contact Center
8.2
Cisco Unified Contact Center
6.5
Call tracking
8x8 Contact Center
7.7
Cisco Unified Contact Center
8.3
Multichannel integration
8x8 Contact Center
6.5
Cisco Unified Contact Center
6.8
CRM software integration
8x8 Contact Center
5.9
Cisco Unified Contact Center
6.9

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Cisco Unified Contact Center
7.4
Inbound call routing
8x8 Contact Center
8.5
Cisco Unified Contact Center
8.1
Omnichannel inbound routing
8x8 Contact Center
7.8
Cisco Unified Contact Center
7.1
Recording
8x8 Contact Center
8.3
Cisco Unified Contact Center
7.3
Quality management
8x8 Contact Center
7.7
Cisco Unified Contact Center
7.4
Call analytics
8x8 Contact Center
8.1
Cisco Unified Contact Center
7.5
Historical reporting
8x8 Contact Center
7.2
Cisco Unified Contact Center
8.2
Live reporting
8x8 Contact Center
9.0
Cisco Unified Contact Center
7.6
Customer surveys
8x8 Contact Center
7.8
Cisco Unified Contact Center
6.5
Customer interaction analytics
8x8 Contact Center
Cisco Unified Contact Center
6.7

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

  • Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
  • Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
  • The User community is vast, yet tight knit and collaborative spirited.
  • Documentation set is vast
  • Reliable once installed correctly and patched regularly.
James Riley | 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 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 9.1
Based on 5 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 8.0
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 Unified Contact Center

Cisco Unified Contact Center 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | TrustRadius Reviewer

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 Unified Contact Center

Cisco Unified Contact Center 7.8
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | 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 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

  • 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 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
8.1
Cisco Unified Contact Center
7.7

Likelihood to Renew

8x8 Contact Center
Cisco Unified Contact Center
9.1

Usability

8x8 Contact Center
8.0
Cisco Unified Contact Center
7.3

Support Rating

8x8 Contact Center
7.0
Cisco Unified Contact Center
7.8

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