8x8 Contact Center vs. Dialpad Ai Voice

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Dialpad Ai Voice
Score 7.8 out of 10
N/A
Dialpad Ai Voice (formerly Dialpad Talk) is a cloud communications UCaaS platform that provides users with integrated voice, video, and messaging capabilities from one unified interface. It integrates with the vendor's web conferencing product, UberConference, as well as with G Suite, Microsoft Office 365, Salesforce, LinkedIn, Okta, and Zendesk.
$20
per user/per month
Pricing
8x8 Contact CenterDialpad Ai Voice
Editions & Modules
No answers on this topic
Standard
$20.00
per user/per month
Pro
$30.00
per user/per month
Enterprise
Contact sales team
Offerings
Pricing Offerings
8x8 Contact CenterDialpad Ai Voice
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterDialpad Ai Voice
Considered Both Products
8x8 Contact Center

No answer on this topic

Dialpad Ai Voice
Chose Dialpad Ai Voice
Dialpad Ai Voice was an all-inclusive, single-tech stack which was a major pain point for us previously. Having one platform that is not dependent on other systems is a huge bonus.
Chose Dialpad Ai Voice
Dialpad Talk has changed its pricing; however, it's still a good option against most VOIP services in my opinion. Google Voice lacks features. 8x8's app was was a little confusing. RingCentral and Vonage are pricey for small companies. I've tested other tools that seem to have …
Chose Dialpad Ai Voice
Their customer service was very poor. I never had the opportunity to speak directly with a rep, it was done through a live chat or email.
Chose Dialpad Ai Voice
8x8 was fine after some initial bumps in the road. The deep CRM integration was the key factor in our decision to switch. We've made a major effort to streamline into a paperless/automated office as much as possible; the phone system needed to mesh with that. The ability to …
Chose Dialpad Ai Voice
[In my opinion, Dialpad Talk] doesn't stack up against them. [I believe] these two outdated systems are way better at reporting than Dialpad [Talk].
Chose Dialpad Ai Voice
The design is the first difference we noticed among [these] two platforms in which Dialpad Talk is way better than the other, it is also more efficient because it allows us to make different stuff within the same application, the chat section is easier to use, though a little …
Top Pros
Top Cons
Features
8x8 Contact CenterDialpad Ai Voice
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.0
131 Ratings
18% below category average
Dialpad Ai Voice
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers7.0105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.677 Ratings00 Ratings
Warm transfer8.1115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.741 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.667 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.9
122 Ratings
5% below category average
Dialpad Ai Voice
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.1108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.6108 Ratings00 Ratings
Historical reporting7.4100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.257 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
8.0
41 Ratings
1% below category average
High quality audio00 Ratings8.341 Ratings
High quality video00 Ratings7.725 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
7.9
19 Ratings
1% below category average
Desktop sharing00 Ratings7.919 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
7.5
24 Ratings
6% below category average
Calendar integration00 Ratings7.722 Ratings
Meeting initiation00 Ratings7.119 Ratings
Record meetings / events00 Ratings7.520 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
7.3
15 Ratings
5% below category average
Live chat00 Ratings7.315 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
7.9
22 Ratings
5% above category average
User authentication00 Ratings8.019 Ratings
Participant roles & permissions00 Ratings7.720 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
8.1
34 Ratings
0% below category average
Hosted PBX00 Ratings8.412 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings7.718 Ratings
Directory of employee names00 Ratings8.232 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
8.2
43 Ratings
0% below category average
Answering rules00 Ratings8.134 Ratings
Call recording00 Ratings8.438 Ratings
Call park00 Ratings7.926 Ratings
Call screening00 Ratings8.431 Ratings
Message alerts00 Ratings8.539 Ratings
Business SMS/External Messaging00 Ratings8.534 Ratings
Online Fax00 Ratings7.37 Ratings
Voicemail Transcription00 Ratings8.040 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
8.5
36 Ratings
1% below category average
Mobile app for iOS00 Ratings8.524 Ratings
Mobile app for Android00 Ratings8.619 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Dialpad Ai Voice
8.1
31 Ratings
8% above category average
Centralized communications management00 Ratings8.124 Ratings
Team messaging00 Ratings8.422 Ratings
Team document sharing00 Ratings8.014 Ratings
Call and meeting analytics00 Ratings8.022 Ratings
Best Alternatives
8x8 Contact CenterDialpad Ai Voice
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterDialpad Ai Voice
Likelihood to Recommend
7.8
(135 ratings)
8.1
(266 ratings)
Likelihood to Renew
7.8
(6 ratings)
7.2
(5 ratings)
Usability
8.3
(21 ratings)
7.8
(23 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
4.3
(52 ratings)
6.2
(53 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.5
(4 ratings)
5.9
(2 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterDialpad Ai Voice
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review
Dialpad
Imagine you are un a meeting and you need to focus on the topic and don't want to miss a thing but taking notes distracts You. Dialpad can do that for you. No matter who contacted a client and how, You will be able to keep track of all communication to the same person in one perfectly organized thread If needed some Quality control, recordings are available.
Read full review
Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review
Dialpad
  • I can make calls through the app & the caller ID shows my office line - I can toggle between the main business line and my direct line.
  • It keeps all of my voicemails & transcriptions in one place.
  • The desktop login allows me to access everything as well.
Read full review
Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review
Dialpad
  • lots of quirks.. seems to be a lot of random problems that aren't addressed quickly enough
  • Notify users of outages and let them know when outages are repairs
  • simplify the way that numbers/ offices/ departments and individual users is done. I have been using the service for about 2 years and still dont understand the difference
Read full review
Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review
Dialpad
Dialpad Talk is easy to use and no one has had a problem using it. Even when we have had questions/problems we have been able to fix it ourselves without having to go to Dialpad to ask for help, which saves everyone time. We don't have any reason to cancel our use of this product and we are very happy with how it performs for our team.
Read full review
Usability
8x8, Inc.
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!!
Read full review
Dialpad
The Dialpad app is very user friendly. It took very little time for even our most technically-challenged users to adopt it. Dialpad is also constantly upgrading their software so that functionality is gained. User adoption was really amazing. All it took was just making a few outbound calls and a few short videos to train our people.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Dialpad
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Dialpad
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Read full review
Dialpad
The original date for roll-out, was unable to happen because there was an issue finding our existing phone lines to port them... The only reason I gave a 9 is [that] the original person we have been working with, Rolled out phones. Pro without telling anyone and then went on vacation, I only say this to explain that there is a gentleman that took over to help us named Brett and he was FANTASTIC! He allowed a ton of calls and answered all of them, walked us [through] settings, profile set up, and even emailed screen shares so we could help other members of our team! Thanks so much, Brett you ROCK~
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Dialpad
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Dialpad
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Dialpad
Everything went as expected with no issues
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Alternatives Considered
8x8, Inc.
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.
Read full review
Dialpad
Dialpad Ai Contact Center gives you everything you need in a single communications platform. This is one big difference between Dialpad and Zoiper—beyond voice calls, you also get video calling and team messaging along with essential contact center features like IVR routing and a sales dialer. The connection isn't always the greatest and there seems to be some lag time when speaking.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
Read full review
Dialpad
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Dialpad
No answers on this topic
Return on Investment
8x8, Inc.
  • 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.
Read full review
Dialpad
  • Saves me time with a downloadable transcript for call documentation.
  • All calls are automatically recorded, which provides proof of what was said.
  • Translation availability using IVR and AI language allows us to communicate with all families without needing to find a translator.
Read full review
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