What users are saying about
8x8 Contact Center
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121 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 121 reviews and ratings
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 1 reviews and ratings
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.
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Fathom Customer Care
Fathom Customer Care works efficiently for financial analysis. It's easy to understand with great data management facility. Customization available.
Senior Business Development Executive
Insights Success Media and Technology, PuneMarketing and Advertising, 51-200 employees
Feature Rating Comparison
Contact Center Software
8x8 Contact Center
7.5
Fathom Customer Care
6.2
Agent dashboard
8x8 Contact Center
7.7
Fathom Customer Care
7.0
Validate callers
8x8 Contact Center
8.1
Fathom Customer Care
6.0
Outbound response
8x8 Contact Center
7.7
Fathom Customer Care
6.0
Call forwarding
8x8 Contact Center
8.3
Fathom Customer Care
6.0
Click-to-call (CTC)
8x8 Contact Center
7.1
Fathom Customer Care
7.0
Warm transfer
8x8 Contact Center
8.3
Fathom Customer Care
7.0
Predictive dialing
8x8 Contact Center
7.1
Fathom Customer Care
6.0
Interactive voice response
8x8 Contact Center
8.4
Fathom Customer Care
6.0
REST APIs
8x8 Contact Center
5.8
Fathom Customer Care
6.0
Call scripts
8x8 Contact Center
8.2
Fathom Customer Care
6.0
Call tracking
8x8 Contact Center
7.8
Fathom Customer Care
6.0
Multichannel integration
8x8 Contact Center
6.7
Fathom Customer Care
6.0
CRM software integration
8x8 Contact Center
6.1
Fathom Customer Care
5.0
Workforce Optimization (WFO)
8x8 Contact Center
8.1
Fathom Customer Care
5.2
Inbound call routing
8x8 Contact Center
8.5
Fathom Customer Care
4.0
Omnichannel inbound routing
8x8 Contact Center
7.9
Fathom Customer Care
6.0
Recording
8x8 Contact Center
8.3
Fathom Customer Care
5.0
Quality management
8x8 Contact Center
7.7
Fathom Customer Care
5.0
Call analytics
8x8 Contact Center
8.1
Fathom Customer Care
5.0
Historical reporting
8x8 Contact Center
7.2
Fathom Customer Care
5.0
Live reporting
8x8 Contact Center
9.0
Fathom Customer Care
5.0
Customer surveys
8x8 Contact Center
7.9
Fathom Customer Care
5.0
Customer interaction analytics
8x8 Contact Center
—
Fathom Customer Care
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Fathom Customer Care
- Data interpretation can be easily done.
- Enables you to analyse financial statements.
- Variety of tools.
Senior Business Development Executive
Insights Success Media and Technology, PuneMarketing and Advertising, 51-200 employees
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Fathom Customer Care
- Somewhat confusing in terms placements.
- Requires advanced knowledge.
Senior Business Development Executive
Insights Success Media and Technology, PuneMarketing and Advertising, 51-200 employees
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Fathom Customer Care
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.

Verified User
General Manager in Corporate
Health, Wellness and Fitness Company, 1-10 employeesFathom Customer Care
Fathom Customer Care 8.0
Based on 1 answer
Customer care is cooperative and time efficient.
Senior Business Development Executive
Insights Success Media and Technology, PuneMarketing and Advertising, 51-200 employees
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.
Sr. Contracts Manager
Fortna Inc.Logistics & Supply Chain, 201-500 employees
Fathom Customer Care
Best part of Fathom is its ability to impeccably analyze financial statements of the organisation. This feature stands out as compared to other options.
Senior Business Development Executive
Insights Success Media and Technology, PuneMarketing and Advertising, 51-200 employees
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.
Office Manager
Blanchard & Thomas, LLPLaw Practice, 1-10 employees
Fathom Customer Care
- Good financial analysis.
- Effective data management.
- Easy to use and great data interpretation.
Senior Business Development Executive
Insights Success Media and Technology, PuneMarketing and Advertising, 51-200 employees
Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
8x8 Contact Center Editions & Modules
—
Additional Pricing Details
—Fathom Customer Care
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Fathom Customer Care Editions & Modules
Edition
Power | $1301 |
---|
- per user/month