8x8 Contact Center vs. Dialpad Ai Contact Center

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 Contact Center
Score 7.9 out of 10
N/A
Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.N/A
Pricing
8x8 Contact CenterDialpad Ai Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterDialpad Ai Contact Center
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 Contact Center
Considered Both Products
8x8 Contact Center
Chose 8x8 Contact Center
8x8 checked all the boxes for us. Omnichannel, good customer service, professional on-boarding, superior product.
Dialpad Ai Contact Center
Chose Dialpad Ai Contact Center
8x8 was one of the first systems that I used with virtual hosting. The downside of this, you still had to have a physical phone and still have to have a VPN to the office, as they had to have a relay to our location to connect to their servers.
Top Pros
Top Cons
Features
8x8 Contact CenterDialpad Ai Contact Center
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 Contact Center
7.8
20 Ratings
7% below category average
Agent dashboard7.8116 Ratings8.419 Ratings
Validate callers7.0105 Ratings7.819 Ratings
Outbound response8.0102 Ratings8.219 Ratings
Call forwarding8.0119 Ratings8.419 Ratings
Click-to-call (CTC)5.677 Ratings8.617 Ratings
Warm transfer8.1115 Ratings7.916 Ratings
Predictive dialing7.953 Ratings5.913 Ratings
Interactive voice response7.169 Ratings8.317 Ratings
REST APIs7.741 Ratings7.19 Ratings
Call scripts7.469 Ratings7.214 Ratings
Call tracking6.9115 Ratings8.318 Ratings
Multichannel integration4.667 Ratings7.712 Ratings
CRM software integration4.459 Ratings7.412 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 Contact Center
8.4
20 Ratings
1% above category average
Inbound call routing7.8111 Ratings8.820 Ratings
Omnichannel inbound routing8.161 Ratings8.39 Ratings
Recording8.1108 Ratings8.818 Ratings
Quality management7.7108 Ratings7.914 Ratings
Call analytics7.6108 Ratings8.918 Ratings
Historical reporting7.4100 Ratings8.916 Ratings
Live reporting9.01 Ratings8.414 Ratings
Customer surveys7.257 Ratings7.89 Ratings
Customer interaction analytics00 Ratings8.111 Ratings
Best Alternatives
8x8 Contact CenterDialpad Ai Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterDialpad Ai Contact Center
Likelihood to Recommend
7.8
(135 ratings)
8.3
(21 ratings)
Likelihood to Renew
7.8
(6 ratings)
9.2
(2 ratings)
Usability
8.3
(21 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
4.3
(52 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.5
(4 ratings)
-
(0 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 Contact Center
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.
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Dialpad
We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
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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.
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Dialpad
  • The ease of use and integration into our local IT infrastructure
  • It improved business process agility especially for the work from home agents
  • It improved our customer relations/service with fewer dropped calls
  • It gives managers better reporting capabilities and call usage statistics
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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.
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Dialpad
  • If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on.
  • Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience
  • Self service options
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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
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Dialpad
I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.
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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!!
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Dialpad
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Dialpad
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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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.
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Dialpad
No answers on this topic
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
No answers on this topic
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.
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Dialpad
Dialpad is the evolution of MiCloud, it does everything MiCloud did and then some and it does it better. The level of flexibility and customization provided by Dialpad allowed us to go to the next level in terms of productivity and interconnection, their interface is user-friendly and provides real-time data to aid in decision-making processes.
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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.
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Dialpad
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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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.
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Dialpad
  • The callback feature has saved clients a lot of hold time
  • The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
  • The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it
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ScreenShots