What users are saying about
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120 Ratings
2 Ratings

8x8 Contact Center

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120 Ratings
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Score 7.8 out of 100
2 Ratings
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Score 10 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

DialSource

Dialsource is great for any application where the business is using Salesforce.com. It helps with the dialing of the phone, leaving preset voicemails, speeding up the client call back response time and documenting client interaction in Salesforce.com. I recommend it to my realtor partners, and their teams, as a way to create more business contacts and interactions.
Mark Coffman | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
DialSource
Agent dashboard
8x8 Contact Center
7.7
DialSource
Validate callers
8x8 Contact Center
8.1
DialSource
Outbound response
8x8 Contact Center
7.7
DialSource
Call forwarding
8x8 Contact Center
8.3
DialSource
Click-to-call (CTC)
8x8 Contact Center
7.1
DialSource
Warm transfer
8x8 Contact Center
8.3
DialSource
Predictive dialing
8x8 Contact Center
7.1
DialSource
Interactive voice response
8x8 Contact Center
8.4
DialSource
REST APIs
8x8 Contact Center
5.8
DialSource
Call scripts
8x8 Contact Center
8.2
DialSource
Call tracking
8x8 Contact Center
7.8
DialSource
Multichannel integration
8x8 Contact Center
6.7
DialSource
CRM software integration
8x8 Contact Center
6.1
DialSource

Workforce Optimization (WFO)

8x8 Contact Center
8.1
DialSource
Inbound call routing
8x8 Contact Center
8.5
DialSource
Omnichannel inbound routing
8x8 Contact Center
7.9
DialSource
Recording
8x8 Contact Center
8.3
DialSource
Quality management
8x8 Contact Center
7.7
DialSource
Call analytics
8x8 Contact Center
8.1
DialSource
Historical reporting
8x8 Contact Center
7.2
DialSource
Live reporting
8x8 Contact Center
9.0
DialSource
Customer surveys
8x8 Contact Center
7.9
DialSource

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

DialSource

  • Best telephony of any tool
  • Backend automation pre-call and post-call that save reps a ton of admin time.
  • Inbpound lead matching by phone number inside of Salesforce
Rob Morris | 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

DialSource

  • I don't see any areas of improvement at this time.
Mark Coffman | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

DialSource

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 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

DialSource

DialSource 10.0
Based on 1 answer
If I have an issue with the interface between Salesforce.com and Dialsource, usually the Support team is reaching out to me to let me know the connection between the two programs has been altered or disconnected before I even get a chance to realize it myself.
Mark Coffman | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | TrustRadius Reviewer

DialSource

DialSource Telephony is way better than the others: no delay, no static, clear consistent voice quality.
Rob Morris | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

DialSource

  • Return on investment was almost immediate for us.
  • The time savings along plus the process alignment are home runs
Rob Morris | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

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

DialSource

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
DialSource
10.0

Usability

8x8 Contact Center
8.0
DialSource

Support Rating

8x8 Contact Center
7.0
DialSource
10.0

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