8x8 Contact Center vs. Google Cloud Contact Center AI

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Google Cloud Contact Center AI
Score 8.9 out of 10
N/A
Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
Pricing
8x8 Contact CenterGoogle Cloud Contact Center AI
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterGoogle Cloud Contact Center AI
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterGoogle Cloud Contact Center AI
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
8x8 Contact CenterGoogle Cloud Contact Center AI
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.0
131 Ratings
18% below category average
Google Cloud Contact Center AI
8.4
13 Ratings
0% above category average
Agent dashboard7.8116 Ratings8.513 Ratings
Validate callers7.0105 Ratings7.911 Ratings
Outbound response8.0102 Ratings8.211 Ratings
Call forwarding8.0119 Ratings8.611 Ratings
Click-to-call (CTC)5.677 Ratings8.911 Ratings
Warm transfer8.1115 Ratings8.810 Ratings
Predictive dialing7.953 Ratings8.39 Ratings
Interactive voice response7.169 Ratings8.411 Ratings
REST APIs7.741 Ratings7.211 Ratings
Call scripts7.469 Ratings8.211 Ratings
Call tracking6.9115 Ratings8.411 Ratings
Multichannel integration4.667 Ratings8.712 Ratings
CRM software integration4.459 Ratings8.711 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.9
122 Ratings
5% below category average
Google Cloud Contact Center AI
8.6
13 Ratings
4% above category average
Inbound call routing7.8111 Ratings8.312 Ratings
Omnichannel inbound routing8.161 Ratings8.111 Ratings
Recording8.1108 Ratings8.813 Ratings
Quality management7.7108 Ratings8.911 Ratings
Call analytics7.6108 Ratings9.012 Ratings
Historical reporting7.4100 Ratings9.011 Ratings
Live reporting9.01 Ratings8.410 Ratings
Customer surveys7.257 Ratings8.18 Ratings
Customer interaction analytics00 Ratings8.410 Ratings
Best Alternatives
8x8 Contact CenterGoogle Cloud Contact Center AI
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterGoogle Cloud Contact Center AI
Likelihood to Recommend
7.8
(135 ratings)
8.5
(13 ratings)
Likelihood to Renew
7.8
(6 ratings)
9.0
(1 ratings)
Usability
8.3
(21 ratings)
9.0
(1 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
4.3
(52 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.5
(4 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
8x8 Contact CenterGoogle Cloud Contact Center AI
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
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Google
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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Google
  • Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
  • Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
  • Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
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Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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Google
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Google
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
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Usability
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
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Google
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Google
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Google
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
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Google
No answers on this topic
In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Google
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Google
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Google
No answers on this topic
Alternatives Considered
8x8, Inc.
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
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Google
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Google
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Google
No answers on this topic
Return on Investment
8x8, Inc.
  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
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Google
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
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ScreenShots