What users are saying about

8x8 Contact Center vs Fathom Customer Care

8x8 Contact Center
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121 Ratings
Fathom Customer Care
1 Rating

8x8 Contact Center

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121 Ratings
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Score 7.8 out of 100

Based on 121 reviews and ratings

Fathom Customer Care

1 Rating
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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.

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Kelly Disera | TrustRadius Reviewer
Kelly Disera
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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
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.

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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

  • 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.

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Chris Nguyen | TrustRadius Reviewer
Chris Nguyen
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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
View all 1 answers on this topic

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.

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Chris Bugg | TrustRadius Reviewer
Chris Bugg
View all 16 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
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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

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.

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Jeffrey Bryan | TrustRadius Reviewer
Jeffrey Bryan
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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

  • 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.

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Christina K | TrustRadius Reviewer
Christina K
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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
8.1
Fathom Customer Care
8.0

Usability

8x8 Contact Center
8.0
Fathom Customer Care
—

Support Rating

8x8 Contact Center
7.0
Fathom Customer Care
8.0

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