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55 Ratings

8x8 Contact Center

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55 Ratings
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Score 6.9 out of 100
2 Ratings
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Score 7.3 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

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.0
Enghouse Interactive Contact Centers
6.8
Agent dashboard
8x8 Contact Center
7.3
Enghouse Interactive Contact Centers
8.0
Validate callers
8x8 Contact Center
6.5
Enghouse Interactive Contact Centers
7.0
Outbound response
8x8 Contact Center
6.0
Enghouse Interactive Contact Centers
8.0
Call forwarding
8x8 Contact Center
6.9
Enghouse Interactive Contact Centers
6.0
Click-to-call (CTC)
8x8 Contact Center
6.2
Enghouse Interactive Contact Centers
Warm transfer
8x8 Contact Center
7.0
Enghouse Interactive Contact Centers
4.0
Predictive dialing
8x8 Contact Center
5.2
Enghouse Interactive Contact Centers
7.0
Interactive voice response
8x8 Contact Center
6.0
Enghouse Interactive Contact Centers
REST APIs
8x8 Contact Center
4.9
Enghouse Interactive Contact Centers
Call scripts
8x8 Contact Center
4.9
Enghouse Interactive Contact Centers
Call tracking
8x8 Contact Center
7.0
Enghouse Interactive Contact Centers
8.0
Multichannel integration
8x8 Contact Center
5.4
Enghouse Interactive Contact Centers
6.0
CRM software integration
8x8 Contact Center
4.8
Enghouse Interactive Contact Centers

Workforce Optimization (WFO)

8x8 Contact Center
7.4
Enghouse Interactive Contact Centers
7.4
Inbound call routing
8x8 Contact Center
7.9
Enghouse Interactive Contact Centers
6.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Enghouse Interactive Contact Centers
Recording
8x8 Contact Center
7.7
Enghouse Interactive Contact Centers
6.0
Quality management
8x8 Contact Center
6.8
Enghouse Interactive Contact Centers
Call analytics
8x8 Contact Center
7.3
Enghouse Interactive Contact Centers
9.0
Historical reporting
8x8 Contact Center
6.5
Enghouse Interactive Contact Centers
9.0
Live reporting
8x8 Contact Center
9.0
Enghouse Interactive Contact Centers
Customer surveys
8x8 Contact Center
6.9
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 | TrustRadius Reviewer

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
Anonymous | 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

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.4
Based on 26 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

Enghouse Interactive Contact Centers

No score
No answers yet
No answers on this topic

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

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Enghouse Interactive Contact Centers
7.0

Usability

8x8 Contact Center
8.2
Enghouse Interactive Contact Centers

Support Rating

8x8 Contact Center
5.4
Enghouse Interactive Contact Centers

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