8x8 Contact Center vs OneContact CC

Likelihood to Recommend

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Rui Ferraz

Technical Consultant

Portugal TelecomTelecommunications, 10,001+ employees

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Feature Rating Comparison

8x8 Contact Center

7.8

OneContact CC

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

OneContact CC

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Rui Ferraz

Technical Consultant

Portugal TelecomTelecommunications, 10,001+ employees

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Cons

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Rui Ferraz

Technical Consultant

Portugal TelecomTelecommunications, 10,001+ employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

No answers on this topic

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Alternatives Considered

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Rui Ferraz

Technical Consultant

Portugal TelecomTelecommunications, 10,001+ employees

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Return on Investment

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.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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It has a low initial CAPEX
It has low maintenance
The manufacterer support can be a considerable cost.

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Rui Ferraz

Technical Consultant

Portugal TelecomTelecommunications, 10,001+ employees

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