What users are saying about
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Top Rated
156 Ratings
1 Rating

8x8 Contact Center

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Top Rated
156 Ratings
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Score 7.5 out of 100
1 Rating
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Score 10 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

DCDial

Any business can utilize DCDial, however, DCDial is less appropriate for companies that have a very small number of customers and simply do not need a dialer to reach out to them.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.0
DCDial
Agent dashboard
8x8 Contact Center
7.0
DCDial
Validate callers
8x8 Contact Center
6.8
DCDial
Outbound response
8x8 Contact Center
7.2
DCDial
Call forwarding
8x8 Contact Center
7.6
DCDial
Click-to-call (CTC)
8x8 Contact Center
6.5
DCDial
Warm transfer
8x8 Contact Center
7.1
DCDial
Predictive dialing
8x8 Contact Center
7.1
DCDial
Interactive voice response
8x8 Contact Center
7.3
DCDial
REST APIs
8x8 Contact Center
6.2
DCDial
Call scripts
8x8 Contact Center
7.4
DCDial
Call tracking
8x8 Contact Center
6.5
DCDial
Multichannel integration
8x8 Contact Center
7.4
DCDial
CRM software integration
8x8 Contact Center
6.7
DCDial

Workforce Optimization (WFO)

8x8 Contact Center
7.5
DCDial
Inbound call routing
8x8 Contact Center
7.6
DCDial
Omnichannel inbound routing
8x8 Contact Center
8.8
DCDial
Recording
8x8 Contact Center
7.2
DCDial
Quality management
8x8 Contact Center
6.9
DCDial
Call analytics
8x8 Contact Center
6.8
DCDial
Historical reporting
8x8 Contact Center
6.5
DCDial
Live reporting
8x8 Contact Center
9.0
DCDial
Customer surveys
8x8 Contact Center
7.3
DCDial

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

DCDial

  • Payment IVR. Now, there is no need to call us every time when a client wants to make a payment. Now, they can do that on their own at any time.
  • Compliance Suite. DCDial is fully-compliant. Once we've set up our account, we don't have to worry about compliance anymore.
  • Payment Processing. DCDial offers lots of ways to collect payments and the most amazing thing is that they don't charge for payment processing features; they all are included in the plan.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

DCDial

  • I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 15 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Kelly Disera | TrustRadius Reviewer

DCDial

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.9
Based on 67 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

DCDial

DCDial 10.0
Based on 1 answer
I gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.
Anonymous | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | TrustRadius Reviewer

DCDial

We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | TrustRadius Reviewer

DCDial

  • Our team managed to eliminate the number of unproductive calls.
  • We were able to increase agent connection rates.
  • Inbound callers are happy now because they don't have to wait in a queue (decreased customer wait time).
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

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

DCDial

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
DCDial
10.0

Usability

8x8 Contact Center
8.0
DCDial

Support Rating

8x8 Contact Center
6.9
DCDial
10.0

Add comparison