8x8 Contact Center vs CrazyCall

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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If you are looking for an easy and affordable call service to increase the productivity of your sales team, then look no further than CrazyCall. It has all the basic features that a sales member could need: quick dialing, recording, automatic logging and tracking of calls, and reporting. If you are looking for a call service to integrate with your CRM, then be sure to do your homework and ask to see if CrazyCall has the ability to integrate with your CRM.

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Adam Montgomery

Energy Efficiency Consultant

SEMCORenewables & Environment, 51-200 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

CrazyCall

7.5

Agent dashboard

7.5

6.0

Validate callers

7.6

7.0

Outbound response

7.7

8.0

Call forwarding

7.6

8.0

Click-to-call (CTC)

7.7

9.0

Warm transfer

7.6

8.0

Predictive dialing

7.0

Interactive voice response

7.1

7.0

REST APIs

8.2

7.0

Call scripts

7.2

8.0

Call tracking

8.5

9.0

Multichannel integration

9.1

7.0

CRM software integration

8.5

7.0

8x8 Contact Center

7.9

CrazyCall

5.4

Inbound call routing

8.6

4.0

Omnichannel inbound routing

7.7

4.0

Recording

8.2

8.0

Quality management

8.5

7.0

Call analytics

7.8

5.0

Historical reporting

7.8

5.0

Live reporting

9.0

5.0

Customer surveys

5.5

6.0

Customer interaction analytics

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5.0

Pros

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.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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One-click dialing directly from the computer is definitely a strength.
Local numbers used in dialing to increase the number of connections is an asset.
The pricing is a plus. It is one of the most affordable calling tools on the market.

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Adam Montgomery

Energy Efficiency Consultant

SEMCORenewables & Environment, 51-200 employees

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Cons

Reporting-I have this listed as both a pro and a con because although we are able to gain access to what we need it was not easy to tailor the reports to our requirements. Additionally, for whatever reason every time a report is generated every computer in our organization suspects the downloaded file as a virus. We know this is not the case, but it is alarming for non-daily users.
Queue Scheduling-We accept phone calls from 7am-7pm. Anytime a phone call is attempted to our support line outside of these hours a message is supposed to inform the individual when telephone support will be available and instruct them to call back. Currently, we receive several calls every morning that are before our hours of operation. The 8x8 support team has reviewed the issue and cannot assist in resolution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Inbound call functionally is still limited and not something that my team utilizes.
The reporting features for the some of the lower pricing tiers are very limited.
Downloading reports from the cloud can be quite slow at times.

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Adam Montgomery

Energy Efficiency Consultant

SEMCORenewables & Environment, 51-200 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

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Alternatives Considered

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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CrazyCall integrated with our CRM better than the other competitors. The integration was seamless and offered exactly what we were looking for. Some of the other competitors that we were evaluating were not able to integrate with our CRM in the same manner. That is why we ended up going with CrazyCall

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Adam Montgomery

Energy Efficiency Consultant

SEMCORenewables & Environment, 51-200 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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Our sales team is making more calls and the calls have improved in quality....this is leading to more customer interactions.
Our customer service has improved with the call recording. We are able to go back and listen to issues and customize our responses based on the recordings.
Managers are better able to identify sales members who are consistently meeting their call targets. This has improved our goal-setting and reward system.

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Adam Montgomery

Energy Efficiency Consultant

SEMCORenewables & Environment, 51-200 employees

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Plan B	$20¹
Plan A	$10¹
Plan C	$40¹