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
1 Rating
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Score 7.3 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

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 | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Contact Center
8.1
OneContact CC
Inbound call routing
8x8 Contact Center
8.5
OneContact CC
Omnichannel inbound routing
8x8 Contact Center
7.8
OneContact CC
Recording
8x8 Contact Center
8.3
OneContact CC
Quality management
8x8 Contact Center
7.7
OneContact CC
Call analytics
8x8 Contact Center
8.1
OneContact CC
Historical reporting
8x8 Contact Center
7.2
OneContact CC
Live reporting
8x8 Contact Center
9.0
OneContact CC
Customer surveys
8x8 Contact Center
7.8
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 | TrustRadius Reviewer

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 | 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

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 | 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

OneContact CC

No score
No answers yet
No answers on this topic

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

OneContact CC

No score
No answers yet
No answers on this topic

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

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 | 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

OneContact CC

  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
Rui Ferraz | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
OneContact CC
7.3

Usability

8x8 Contact Center
8.0
OneContact CC

Support Rating

8x8 Contact Center
7.0
OneContact CC

Add comparison