What users are saying about
19 Ratings
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Score 7.2 out of 101
1 Ratings
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Score 8 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

ContactWorld for Service

It is a great CTI for call center solution if you are going to work with Salesforce. But if you are using ContactWorld standalone, it definitely is not an ideal solution. Quite some features are not supported by the standalone version, such as post-call survey and follow up call reminder, etc.
Emily Sullivan profile photo

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.6
ContactWorld for Service
8.2
Agent dashboard
8x8 Contact Center
7.4
ContactWorld for Service
Validate callers
8x8 Contact Center
7.9
ContactWorld for Service
Outbound response
8x8 Contact Center
7.4
ContactWorld for Service
Call forwarding
8x8 Contact Center
7.5
ContactWorld for Service
Click-to-call (CTC)
8x8 Contact Center
7.8
ContactWorld for Service
10.0
Warm transfer
8x8 Contact Center
7.6
ContactWorld for Service
10.0
Predictive dialing
8x8 Contact Center
6.9
ContactWorld for Service
Interactive voice response
8x8 Contact Center
7.0
ContactWorld for Service
9.0
REST APIs
8x8 Contact Center
8.2
ContactWorld for Service
Call scripts
8x8 Contact Center
7.2
ContactWorld for Service
Call tracking
8x8 Contact Center
8.0
ContactWorld for Service
5.0
Multichannel integration
8x8 Contact Center
7.9
ContactWorld for Service
CRM software integration
8x8 Contact Center
8.5
ContactWorld for Service
7.0

Workforce Optimization (WFO)

8x8 Contact Center
7.7
ContactWorld for Service
4.7
Inbound call routing
8x8 Contact Center
8.3
ContactWorld for Service
Omnichannel inbound routing
8x8 Contact Center
7.7
ContactWorld for Service
Recording
8x8 Contact Center
8.0
ContactWorld for Service
10.0
Quality management
8x8 Contact Center
8.2
ContactWorld for Service
Call analytics
8x8 Contact Center
7.7
ContactWorld for Service
Historical reporting
8x8 Contact Center
7.6
ContactWorld for Service
2.0
Live reporting
8x8 Contact Center
9.0
ContactWorld for Service
2.0
Customer surveys
8x8 Contact Center
5.5
ContactWorld for Service

Pros

8x8 Contact Center

  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
No photo available

ContactWorld for Service

  • Cloud-based, flexible DID set up, and works with Salesforce
  • Easy call flow design
  • Excellent customer service
  • Flexible tiers of licenses that work for our budget
Emily Sullivan profile photo

Cons

8x8 Contact Center

  • Calling internal vs external
  • Trans IDs are only made live for 2 weeks
  • Does not let the customers type in the extension for the 1 rep they wish to speak to
No photo available

ContactWorld for Service

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan profile photo

Usability

8x8 Contact Center

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

ContactWorld for Service

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 5.1
Based on 2 answers
I like the tool, but there is still room for improvement by means of internal external calling, getting direct extensions, and a more user-friendly experience in terms of gathering analytics and transferring calls, etc. I do enjoy the options to live monitor and whisper and join calls alongside reps.
No photo available

ContactWorld for Service

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 has a more modular pricing structure that worked better for our organization. While some users require full PBX and Contact Center, others didn't require all the bells and whistles. 8x8 allowed us to pick and choose the features we needed based on the need of our users.
Danny Fuentes profile photo

ContactWorld for Service

We were extremely particular in our requirements and budget that Contact world was really our only option.
Emily Sullivan profile photo

Return on Investment

8x8 Contact Center

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo

ContactWorld for Service

  • Its standalone functionality allowed us to launch our call center on time while we waited for Salesforce implementation.
  • Its applet workflow design allows us to operate our hours in a super flexible manner.
  • Our agents can work from anywhere.
Emily Sullivan profile photo

Pricing Details

8x8 Contact Center

General

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

ContactWorld for Service

General

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

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