17 Ratings
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Score 7.5 out of 101
2 Ratings
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Score 7.3 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Enghouse Interactive Contact Centers
6.8
Agent dashboard
8x8 Contact Center
7.5
Enghouse Interactive Contact Centers
8.0
Validate callers
8x8 Contact Center
7.6
Enghouse Interactive Contact Centers
7.0
Outbound response
8x8 Contact Center
7.7
Enghouse Interactive Contact Centers
8.0
Call forwarding
8x8 Contact Center
7.6
Enghouse Interactive Contact Centers
6.0
Click-to-call (CTC)
8x8 Contact Center
7.7
Enghouse Interactive Contact Centers
Warm transfer
8x8 Contact Center
7.6
Enghouse Interactive Contact Centers
4.0
Predictive dialing
8x8 Contact Center
7.0
Enghouse Interactive Contact Centers
7.0
Interactive voice response
8x8 Contact Center
7.1
Enghouse Interactive Contact Centers
REST APIs
8x8 Contact Center
8.2
Enghouse Interactive Contact Centers
Call scripts
8x8 Contact Center
7.2
Enghouse Interactive Contact Centers
Call tracking
8x8 Contact Center
8.5
Enghouse Interactive Contact Centers
8.0
Multichannel integration
8x8 Contact Center
9.1
Enghouse Interactive Contact Centers
6.0
CRM software integration
8x8 Contact Center
8.5
Enghouse Interactive Contact Centers

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Enghouse Interactive Contact Centers
7.4
Inbound call routing
8x8 Contact Center
8.5
Enghouse Interactive Contact Centers
6.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Enghouse Interactive Contact Centers
Recording
8x8 Contact Center
8.2
Enghouse Interactive Contact Centers
6.0
Quality management
8x8 Contact Center
8.5
Enghouse Interactive Contact Centers
Call analytics
8x8 Contact Center
7.8
Enghouse Interactive Contact Centers
9.0
Historical reporting
8x8 Contact Center
7.8
Enghouse Interactive Contact Centers
9.0
Live reporting
8x8 Contact Center
9.0
Enghouse Interactive Contact Centers
Customer surveys
8x8 Contact Center
5.5
Enghouse Interactive Contact Centers
7.0

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 profile photo

Enghouse Interactive Contact Centers

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
No photo available

Cons

8x8 Contact Center

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
No photo available

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.
No photo available

Enghouse Interactive Contact Centers

No answers on this topic

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.
No photo available

Enghouse Interactive Contact Centers

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
No photo available

Pricing Details

8x8 Contact Center

General

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

Enghouse Interactive Contact Centers

General

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

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