What users are saying about
17 Ratings
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Score 7.5 out of 101
1 Ratings
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Score 7.3 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

OneContact CC

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
Rui Ferraz profile photo

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

OneContact CC

  • Call Flow, ACD and IVR.
  • Dynamic platform with the possibility to integrate with the client existing solution.
  • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
Rui Ferraz 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

OneContact CC

  • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
  • The email module needs a little more work.
Rui Ferraz profile photo

Usability

8x8 Contact Center

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

OneContact CC

No score
No answers yet
No answers on this topic

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

OneContact CC

No score
No answers yet
No answers on this topic

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

OneContact CC

CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching).OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution.Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
Rui Ferraz profile photo

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.
No photo available

OneContact CC

  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
Rui Ferraz profile photo

Pricing Details

8x8 Contact Center

General

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

OneContact CC

General

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

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