What users are saying about
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Top Rated
239 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100
22 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Dialpad Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.5

8x8 Contact Center

75%
8.2

Dialpad Contact Center

82%
Dialpad Contact Center ranks higher in 11/13 features

Agent dashboard

8.0
80%
91 Ratings
8.4
84%
9 Ratings

Validate callers

7.0
70%
82 Ratings
8.0
80%
9 Ratings

Outbound response

8.4
84%
77 Ratings
8.5
85%
9 Ratings

Call forwarding

7.8
78%
97 Ratings
8.5
85%
9 Ratings

Click-to-call (CTC)

6.6
66%
58 Ratings
9.0
90%
8 Ratings

Warm transfer

8.3
83%
92 Ratings
8.2
82%
7 Ratings

Predictive dialing

6.6
66%
43 Ratings
7.8
78%
7 Ratings

Interactive voice response

7.5
75%
57 Ratings
8.6
86%
9 Ratings

REST APIs

8.3
83%
35 Ratings
8.9
89%
5 Ratings

Call scripts

7.6
76%
51 Ratings
7.6
76%
7 Ratings

Call tracking

6.9
69%
88 Ratings
7.8
78%
9 Ratings

Multichannel integration

8.3
83%
52 Ratings
7.8
78%
7 Ratings

CRM software integration

6.0
60%
47 Ratings
7.1
71%
8 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.6

Dialpad Contact Center

86%
Dialpad Contact Center ranks higher in 8/9 features

Inbound call routing

8.6
86%
85 Ratings
8.9
89%
10 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
9.0
90%
6 Ratings

Recording

8.1
81%
83 Ratings
9.0
90%
9 Ratings

Quality management

7.3
73%
81 Ratings
8.0
80%
7 Ratings

Call analytics

7.8
78%
84 Ratings
9.4
94%
9 Ratings

Historical reporting

8.2
82%
78 Ratings
9.4
94%
7 Ratings

Live reporting

9.0
90%
1 Rating
9.0
90%
7 Ratings

Customer surveys

7.6
76%
42 Ratings
6.9
69%
6 Ratings

Customer interaction analytics

N/A
0 Ratings
7.8
78%
7 Ratings

Attribute Ratings

  • Dialpad Contact Center is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
8.7

Dialpad Contact Center

87%
11 Ratings

Likelihood to Renew

8.4

8x8 Contact Center

84%
5 Ratings
10.0

Dialpad Contact Center

100%
1 Rating

Usability

8.5

8x8 Contact Center

85%
18 Ratings

Dialpad Contact Center

N/A
0 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings

Dialpad Contact Center

N/A
0 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings

Dialpad Contact Center

N/A
0 Ratings

Support Rating

6.3

8x8 Contact Center

63%
75 Ratings

Dialpad Contact Center

N/A
0 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating

Dialpad Contact Center

N/A
0 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings

Dialpad Contact Center

N/A
0 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings

Dialpad Contact Center

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Dialpad Contact Center

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings

Dialpad Contact Center

N/A
0 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings

Dialpad Contact Center

N/A
0 Ratings

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

I am highly likely to recommend Dialpad Contact Center to a colleague. Dialpad provided me and my team with extensive data, which we were able to utilize to make changes in our strategy accordingly, seeing an increase in happy customers. I am also a fan of the transcript provided after the call has been finished, it always helps save time, and at the end of the day, time is money.
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

  • 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
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

  • 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
Read full review

Pricing Details

8x8 Contact Center

Starting Price

Editions & Modules

8x8 Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    View Pricing

    Dialpad Contact Center

    Starting Price

    Editions & Modules

    Dialpad Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      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

      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.
      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

      No answers on this topic

      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

      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.
      Read full review

      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
      Read full review

      Dialpad

      No answers on this topic

      Implementation Rating

      8x8, Inc.

      It was extremely easy
      Read full review

      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.
      Read full review

      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.
      Read full review

      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

      • Less equipment to purchase, means more up time and low maintenance
      • With no VPN required to an office, Dialpad is easily deployed out in the field around the world
      • Missed a call? The voicemail will dictate and send an email with the voice and the text.
      Read full review

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