What users are saying about
17 Ratings
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Score 7.5 out of 101
1 Ratings
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Score 8 out of 101

Likelihood to Recommend

8x8 Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms 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
7.8
ContactWorld for Service
8.2
Agent dashboard
8x8 Contact Center
7.5
ContactWorld for Service
Validate callers
8x8 Contact Center
7.6
ContactWorld for Service
Outbound response
8x8 Contact Center
7.7
ContactWorld for Service
Call forwarding
8x8 Contact Center
7.6
ContactWorld for Service
Click-to-call (CTC)
8x8 Contact Center
7.7
ContactWorld for Service
10.0
Warm transfer
8x8 Contact Center
7.6
ContactWorld for Service
10.0
Predictive dialing
8x8 Contact Center
7.0
ContactWorld for Service
Interactive voice response
8x8 Contact Center
7.1
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
8.5
ContactWorld for Service
5.0
Multichannel integration
8x8 Contact Center
9.1
ContactWorld for Service
CRM software integration
8x8 Contact Center
8.5
ContactWorld for Service
7.0

Workforce Optimization (WFO)

8x8 Contact Center
7.9
ContactWorld for Service
4.7
Inbound call routing
8x8 Contact Center
8.6
ContactWorld for Service
Omnichannel inbound routing
8x8 Contact Center
7.7
ContactWorld for Service
Recording
8x8 Contact Center
8.2
ContactWorld for Service
10.0
Quality management
8x8 Contact Center
8.5
ContactWorld for Service
Call analytics
8x8 Contact Center
7.8
ContactWorld for Service
Historical reporting
8x8 Contact Center
7.8
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

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo

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

  • When there is a system outage the response team, at times, is slow to react.
MIKE BARBARO profile photo

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 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

ContactWorld for Service

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO 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

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO 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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