What users are saying about
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84 Ratings
1 Ratings

8x8 Contact Center

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84 Ratings
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Score 7.5 out of 100
1 Ratings
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Score 10 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is well suited for any small or mid-sized business. I cannot attest to how it would fare in a large operation. There are some quirks with retrieving voicemails. There seem to be a lot of redundancies (e.g. push X to listen to your messages, then press Y to select this group, then press X to listen to your messages). Seems like too many steps to me.
Anonymous | 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
6.5
DCDial
Agent dashboard
8x8 Contact Center
7.2
DCDial
Validate callers
8x8 Contact Center
7.7
DCDial
Outbound response
8x8 Contact Center
6.8
DCDial
Call forwarding
8x8 Contact Center
7.7
DCDial
Click-to-call (CTC)
8x8 Contact Center
6.7
DCDial
Warm transfer
8x8 Contact Center
7.6
DCDial
Predictive dialing
8x8 Contact Center
5.7
DCDial
Interactive voice response
8x8 Contact Center
6.5
DCDial
REST APIs
8x8 Contact Center
5.2
DCDial
Call scripts
8x8 Contact Center
5.7
DCDial
Call tracking
8x8 Contact Center
7.3
DCDial
Multichannel integration
8x8 Contact Center
5.7
DCDial
CRM software integration
8x8 Contact Center
5.1
DCDial

Workforce Optimization (WFO)

8x8 Contact Center
7.6
DCDial
Inbound call routing
8x8 Contact Center
8.1
DCDial
Omnichannel inbound routing
8x8 Contact Center
7.5
DCDial
Recording
8x8 Contact Center
7.9
DCDial
Quality management
8x8 Contact Center
7.1
DCDial
Call analytics
8x8 Contact Center
7.6
DCDial
Historical reporting
8x8 Contact Center
6.4
DCDial
Live reporting
8x8 Contact Center
9.0
DCDial
Customer surveys
8x8 Contact Center
7.3
DCDial

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

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 Contact Center is not directly integrated with the Work (Virtual Office) system. Essentially the Contact Center forwards the calls to the Work extension for each Support rep. Then the call is actually answered from the Work app. This has caused some confusion and learning curves for the Support team as they need to use 2 systems\applications when doing all calls from the soft-phone interfaces. Getting Contact Center directly integrated with the Work app would increase ease of use dramatically.
Eric Payne | 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 7.6
Based on 6 answers
I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.
Anonymous | TrustRadius Reviewer

DCDial

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.5
Based on 40 answers
8x8 is a critical part of our business and when there have been issues, which fortunately is not often, it has been difficult to get an 8x8 support agent with the knowledge to solve our issue on the phone quickly. We expect the immediacy of phone support, not the tedium of slow to be responded to support by email.
Jeffrey Bryan | 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

RingCentral vs 8x8 - I specifically used RingCentral for two years before switching to 8x8. RingCentral has constant connection issues, call routing fails, and Queue call interruptions. We found callers were not getting through to us at all and were being sent to voicemail or had long wait times while our team was not even being notified there was a call in the Queue. Their customer service was a waste of time and you'd be better attempting to resolve the issue yourself than wait on the phone with a representative, just for them to transfer you to another representative and explain the situation again. Mitel - I reviewed Mitel and 8x8 when we decided to leave 8x8. Mitel was a very close runner up. The deciding factor was we had had conversations with 8x8 in the previous year and the impression the representative made with us was long-standing.
Anonymous | 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

  • It is hard to say how 8x8 has directly influenced our ROI, but the convenience of transferring customer phone calls to their appropriate salesperson (for both our customers and our salespeople) has been huge.
  • It is also really handy/saves us time to dial an extension directly.
Molly Moore | 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
7.8
DCDial
10.0

Usability

8x8 Contact Center
7.6
DCDial

Support Rating

8x8 Contact Center
7.5
DCDial
10.0

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