What users are saying about
2 Ratings
17 Ratings
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Score 7.5 out of 101
2 Ratings
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Score 9.4 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

CloudTalk

With CloudTalk, you are able to answer and transfer calls easily. The IVR is a very flexible tool which can be used for all of our scenarios. I can set up a different IVR structure for every number which we have connected in LiveAgent via CloudTalk. It is very useful when we are working with multiple numbers for multiple languages and two products.
Andrej Saxon profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
CloudTalk
9.1
Agent dashboard
8x8 Contact Center
7.5
CloudTalk
9.1
Validate callers
8x8 Contact Center
7.6
CloudTalk
9.1
Outbound response
8x8 Contact Center
7.7
CloudTalk
9.1
Call forwarding
8x8 Contact Center
7.6
CloudTalk
9.1
Click-to-call (CTC)
8x8 Contact Center
7.7
CloudTalk
9.1
Warm transfer
8x8 Contact Center
7.6
CloudTalk
9.1
Predictive dialing
8x8 Contact Center
7.0
CloudTalk
9.1
Interactive voice response
8x8 Contact Center
7.1
CloudTalk
9.1
REST APIs
8x8 Contact Center
8.2
CloudTalk
9.1
Call scripts
8x8 Contact Center
7.2
CloudTalk
9.1
Call tracking
8x8 Contact Center
8.5
CloudTalk
9.1
Multichannel integration
8x8 Contact Center
9.1
CloudTalk
9.1
CRM software integration
8x8 Contact Center
8.5
CloudTalk
9.1

Workforce Optimization (WFO)

8x8 Contact Center
7.9
CloudTalk
9.1
Inbound call routing
8x8 Contact Center
8.6
CloudTalk
9.1
Omnichannel inbound routing
8x8 Contact Center
7.7
CloudTalk
9.1
Recording
8x8 Contact Center
8.2
CloudTalk
9.1
Quality management
8x8 Contact Center
8.5
CloudTalk
9.1
Call analytics
8x8 Contact Center
7.8
CloudTalk
9.1
Historical reporting
8x8 Contact Center
7.8
CloudTalk
9.1
Live reporting
8x8 Contact Center
9.0
CloudTalk
9.1
Customer surveys
8x8 Contact Center
5.5
CloudTalk
9.1
Customer interaction analytics
8x8 Contact Center
CloudTalk
9.1

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 profile photo

CloudTalk

  • Extremely helpful support team.
  • Easy to use interface.
  • Detailed reports.
  • Smooth integration.
Andrej Saxon profile photo

Cons

8x8 Contact Center

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo

CloudTalk

  • I would appreciate deeper integration with LiveAgent.
Andrej Saxon profile photo

Usability

8x8 Contact Center

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

CloudTalk

CloudTalk 9.1
Based on 1 answer
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon profile photo

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

CloudTalk

CloudTalk 9.1
Based on 1 answer
It is simply amazing. If I have a question, I just call the support team. They are extremely knowledgeable and helpful. If you're not sure how does something work, they will make sure you understand. I could ask anything and always get an answer. I am very impressed by the offered services.
Andrej Saxon profile photo

Alternatives Considered

8x8 Contact Center

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.
Michael Furman profile photo

CloudTalk

CloudTalk offers a more attractive design and different features and functions which are easy to use.
Andrej Saxon profile photo

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 profile photo

CloudTalk

  • So far so good!
Andrej Saxon profile photo

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$221
CloudTalk Custom-2
CloudTalk Expert$393
CloudTalk Starter$113
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Add comparison