What users are saying about
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52 Ratings
2 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
2 Ratings
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Score 10 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | 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
6.1
DialSource
Agent dashboard
8x8 Contact Center
7.3
DialSource
Validate callers
8x8 Contact Center
6.6
DialSource
Outbound response
8x8 Contact Center
6.1
DialSource
Call forwarding
8x8 Contact Center
7.2
DialSource
Click-to-call (CTC)
8x8 Contact Center
6.3
DialSource
Warm transfer
8x8 Contact Center
7.0
DialSource
Predictive dialing
8x8 Contact Center
5.3
DialSource
Interactive voice response
8x8 Contact Center
6.1
DialSource
REST APIs
8x8 Contact Center
5.0
DialSource
Call scripts
8x8 Contact Center
5.1
DialSource
Call tracking
8x8 Contact Center
7.2
DialSource
Multichannel integration
8x8 Contact Center
5.5
DialSource
CRM software integration
8x8 Contact Center
5.0
DialSource

Workforce Optimization (WFO)

8x8 Contact Center
7.5
DialSource
Inbound call routing
8x8 Contact Center
8.1
DialSource
Omnichannel inbound routing
8x8 Contact Center
7.3
DialSource
Recording
8x8 Contact Center
7.9
DialSource
Quality management
8x8 Contact Center
6.9
DialSource
Call analytics
8x8 Contact Center
7.4
DialSource
Historical reporting
8x8 Contact Center
6.7
DialSource
Live reporting
8x8 Contact Center
9.0
DialSource
Customer surveys
8x8 Contact Center
6.8
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

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | 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 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

DialSource

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | 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

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | 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

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | 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
7.5
DialSource
10.0

Usability

8x8 Contact Center
8.2
DialSource

Support Rating

8x8 Contact Center
5.5
DialSource
10.0

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