What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
47 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
47 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.1 out of 100
1 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.3
ContactWorld for Service
8.2
Agent dashboard
8x8 Contact Center
6.3
ContactWorld for Service
Validate callers
8x8 Contact Center
6.7
ContactWorld for Service
Outbound response
8x8 Contact Center
6.5
ContactWorld for Service
Call forwarding
8x8 Contact Center
7.2
ContactWorld for Service
Click-to-call (CTC)
8x8 Contact Center
6.7
ContactWorld for Service
10.0
Warm transfer
8x8 Contact Center
7.3
ContactWorld for Service
10.0
Predictive dialing
8x8 Contact Center
6.0
ContactWorld for Service
Interactive voice response
8x8 Contact Center
6.4
ContactWorld for Service
9.0
REST APIs
8x8 Contact Center
5.4
ContactWorld for Service
Call scripts
8x8 Contact Center
5.5
ContactWorld for Service
Call tracking
8x8 Contact Center
6.7
ContactWorld for Service
5.0
Multichannel integration
8x8 Contact Center
5.9
ContactWorld for Service
CRM software integration
8x8 Contact Center
5.3
ContactWorld for Service
7.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
ContactWorld for Service
4.7
Inbound call routing
8x8 Contact Center
8.2
ContactWorld for Service
Omnichannel inbound routing
8x8 Contact Center
7.3
ContactWorld for Service
Recording
8x8 Contact Center
7.3
ContactWorld for Service
10.0
Quality management
8x8 Contact Center
6.9
ContactWorld for Service
Call analytics
8x8 Contact Center
7.3
ContactWorld for Service
Historical reporting
8x8 Contact Center
6.7
ContactWorld for Service
2.0
Live reporting
8x8 Contact Center
9.0
ContactWorld for Service
2.0
Customer surveys
8x8 Contact Center
7.1
ContactWorld for Service

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

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 | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The 8x8 Contact Center phone application sometimes seems slow to connect calls, but this could be due to users' cell phone functionality and/or a slow internet connection.
  • The 8x8 phone application answer button is somewhat small. Instead of being able to simply scroll up on my phone screen to answer a call, I first have to access a small circle on the phone screen and then scroll up in order to answer.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

ContactWorld for Service

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 5.4
Based on 21 answers
When dealing with higher level support or our rep, support is better than I could ever hope! Low level support clearly has a script and can be a bit frustrating but in general VERY pleased with the level of support we receive
Jeremy Snider | TrustRadius Reviewer

ContactWorld for Service

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

We go back and forth on whether or not we have made the right decision. Both companies provide some really good functionality but if we weren't using NetSuite we would have gone elsewhere. That being said, 8x8 provides the best call center functionality but Contivio has much better NetSuite integration. Lots of room for a different vendor to come along and sway us to move to their solution.
Anonymous | TrustRadius Reviewer

ContactWorld for Service

We were extremely particular in our requirements and budget that Contact world was really our only option.
Emily Sullivan | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
ContactWorld for Service
8.0

Usability

8x8 Contact Center
8.2
ContactWorld for Service

Support

8x8 Contact Center
5.4
ContactWorld for Service

Add comparison