What users are saying about
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Top Rated
149 Ratings

8x8 Contact Center

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Top Rated
149 Ratings
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Score 7.3 out of 100
25 Ratings
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Score 8.4 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

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
Webex Contact Center
8.3
Agent dashboard
8x8 Contact Center
6.9
Webex Contact Center
7.6
Validate callers
8x8 Contact Center
6.6
Webex Contact Center
8.9
Outbound response
8x8 Contact Center
7.0
Webex Contact Center
8.8
Call forwarding
8x8 Contact Center
7.3
Webex Contact Center
9.1
Click-to-call (CTC)
8x8 Contact Center
6.1
Webex Contact Center
8.8
Warm transfer
8x8 Contact Center
7.0
Webex Contact Center
7.6
Predictive dialing
8x8 Contact Center
7.1
Webex Contact Center
8.3
Interactive voice response
8x8 Contact Center
7.4
Webex Contact Center
9.1
REST APIs
8x8 Contact Center
6.1
Webex Contact Center
9.1
Call scripts
8x8 Contact Center
6.9
Webex Contact Center
7.2
Call tracking
8x8 Contact Center
6.6
Webex Contact Center
7.8
Multichannel integration
8x8 Contact Center
7.4
Webex Contact Center
7.6
CRM software integration
8x8 Contact Center
6.6
Webex Contact Center
7.8

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Webex Contact Center
8.5
Inbound call routing
8x8 Contact Center
7.6
Webex Contact Center
9.1
Omnichannel inbound routing
8x8 Contact Center
8.8
Webex Contact Center
8.5
Recording
8x8 Contact Center
7.2
Webex Contact Center
7.4
Quality management
8x8 Contact Center
6.7
Webex Contact Center
9.1
Call analytics
8x8 Contact Center
6.8
Webex Contact Center
7.6
Historical reporting
8x8 Contact Center
6.5
Webex Contact Center
7.8
Live reporting
8x8 Contact Center
9.0
Webex Contact Center
9.1
Customer surveys
8x8 Contact Center
7.4
Webex Contact Center
9.1
Customer interaction analytics
8x8 Contact Center
Webex Contact Center
9.1

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

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
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

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | 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

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | 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

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Webex 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
7.3
Webex Contact Center
7.4

Usability

8x8 Contact Center
8.0
Webex Contact Center

Support Rating

8x8 Contact Center
7.0
Webex Contact Center

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