What users are saying about

8x8 Contact Center vs Fathom Customer Care

8x8 Contact Center
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52 Ratings
Fathom Customer Care
1 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Based on 52 reviews and ratings

Fathom Customer Care

1 Ratings
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Score 8 out of 100

Based on 1 reviews and ratings

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.

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Jeffrey Bryan | TrustRadius Reviewer
Jeffrey Bryan
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Fathom Customer Care

Fathom Customer Care works efficiently for financial analysis. It's easy to understand with great data management facility. Customization available.

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Truptesh Patil | TrustRadius Reviewer
Truptesh Patil
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Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Fathom Customer Care
6.2
Agent dashboard
8x8 Contact Center
7.3
Fathom Customer Care
7.0
Validate callers
8x8 Contact Center
6.6
Fathom Customer Care
6.0
Outbound response
8x8 Contact Center
6.1
Fathom Customer Care
6.0
Call forwarding
8x8 Contact Center
7.2
Fathom Customer Care
6.0
Click-to-call (CTC)
8x8 Contact Center
6.3
Fathom Customer Care
7.0
Warm transfer
8x8 Contact Center
7.0
Fathom Customer Care
7.0
Predictive dialing
8x8 Contact Center
5.3
Fathom Customer Care
6.0
Interactive voice response
8x8 Contact Center
6.1
Fathom Customer Care
6.0
REST APIs
8x8 Contact Center
5.0
Fathom Customer Care
6.0
Call scripts
8x8 Contact Center
5.1
Fathom Customer Care
6.0
Call tracking
8x8 Contact Center
7.2
Fathom Customer Care
6.0
Multichannel integration
8x8 Contact Center
5.5
Fathom Customer Care
6.0
CRM software integration
8x8 Contact Center
5.0
Fathom Customer Care
5.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Fathom Customer Care
5.2
Inbound call routing
8x8 Contact Center
8.1
Fathom Customer Care
4.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Fathom Customer Care
6.0
Recording
8x8 Contact Center
7.9
Fathom Customer Care
5.0
Quality management
8x8 Contact Center
6.9
Fathom Customer Care
5.0
Call analytics
8x8 Contact Center
7.4
Fathom Customer Care
5.0
Historical reporting
8x8 Contact Center
6.7
Fathom Customer Care
5.0
Live reporting
8x8 Contact Center
9.0
Fathom Customer Care
5.0
Customer surveys
8x8 Contact Center
6.8
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.

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Michael Furman | TrustRadius Reviewer
Michael Furman
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Fathom Customer Care

  • Data interpretation can be easily done.
  • Enables you to analyse financial statements.
  • Variety of tools.

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Truptesh Patil | TrustRadius Reviewer
Truptesh Patil
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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

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Audrey Easterday | TrustRadius Reviewer
Audrey Easterday
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Fathom Customer Care

  • Somewhat confusing in terms placements.
  • Requires advanced knowledge.

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Truptesh Patil | TrustRadius Reviewer
Truptesh Patil
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Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.

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MIKE BARBARO | TrustRadius Reviewer
MIKE BARBARO
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Fathom Customer Care

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.

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Melissa McCormack | TrustRadius Reviewer
Melissa McCormack
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Fathom Customer Care

Fathom Customer Care 8.0
Based on 1 answer
Customer care is cooperative and time efficient.

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Truptesh Patil | TrustRadius Reviewer
Truptesh Patil
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Truptesh Patil | TrustRadius Reviewer
Truptesh Patil
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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Fathom Customer Care

  • Good financial analysis.
  • Effective data management.
  • Easy to use and great data interpretation.

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Truptesh Patil | TrustRadius Reviewer
Truptesh Patil
View all 1 answers on this topic

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
  1. per user/month
Additional Pricing Details
—

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Fathom Customer Care
8.0

Usability

8x8 Contact Center
8.2
Fathom Customer Care
—

Support Rating

8x8 Contact Center
5.5
Fathom Customer Care
8.0

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