What users are saying about
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Top Rated
150 Ratings
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125 Ratings

8x8 Contact Center

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Top Rated
150 Ratings
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Score 7.3 out of 100

GoToConnect (formerly Jive)

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125 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

GoToConnect (formerly Jive)

GoToConnect is well suited to connect to other computers through the internet. Found it to be an acceptable way to access work documents from home. The user interface is sub-par, and I thought the extra functions were more than I needed and complicated usage. Performs fine, though I think it takes a lot of computing power.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.8
GoToConnect (formerly Jive)
Agent dashboard
8x8 Contact Center
6.9
GoToConnect (formerly Jive)
Validate callers
8x8 Contact Center
6.6
GoToConnect (formerly Jive)
Outbound response
8x8 Contact Center
7.0
GoToConnect (formerly Jive)
Call forwarding
8x8 Contact Center
7.3
GoToConnect (formerly Jive)
Click-to-call (CTC)
8x8 Contact Center
6.1
GoToConnect (formerly Jive)
Warm transfer
8x8 Contact Center
7.0
GoToConnect (formerly Jive)
Predictive dialing
8x8 Contact Center
7.1
GoToConnect (formerly Jive)
Interactive voice response
8x8 Contact Center
7.3
GoToConnect (formerly Jive)
REST APIs
8x8 Contact Center
6.1
GoToConnect (formerly Jive)
Call scripts
8x8 Contact Center
6.9
GoToConnect (formerly Jive)
Call tracking
8x8 Contact Center
6.6
GoToConnect (formerly Jive)
Multichannel integration
8x8 Contact Center
7.4
GoToConnect (formerly Jive)
CRM software integration
8x8 Contact Center
6.7
GoToConnect (formerly Jive)

Workforce Optimization (WFO)

8x8 Contact Center
7.5
GoToConnect (formerly Jive)
Inbound call routing
8x8 Contact Center
7.6
GoToConnect (formerly Jive)
Omnichannel inbound routing
8x8 Contact Center
8.8
GoToConnect (formerly Jive)
Recording
8x8 Contact Center
7.2
GoToConnect (formerly Jive)
Quality management
8x8 Contact Center
6.7
GoToConnect (formerly Jive)
Call analytics
8x8 Contact Center
6.8
GoToConnect (formerly Jive)
Historical reporting
8x8 Contact Center
6.5
GoToConnect (formerly Jive)
Live reporting
8x8 Contact Center
9.0
GoToConnect (formerly Jive)
Customer surveys
8x8 Contact Center
7.4
GoToConnect (formerly Jive)

Cloud PBX

8x8 Contact Center
GoToConnect (formerly Jive)
8.6
Hosted PBX
8x8 Contact Center
GoToConnect (formerly Jive)
8.7
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
GoToConnect (formerly Jive)
8.8
User templates
8x8 Contact Center
GoToConnect (formerly Jive)
8.5
Call reports
8x8 Contact Center
GoToConnect (formerly Jive)
8.4
Directory of employee names
8x8 Contact Center
GoToConnect (formerly Jive)
8.5

Call Management

8x8 Contact Center
GoToConnect (formerly Jive)
8.6
Answering rules
8x8 Contact Center
GoToConnect (formerly Jive)
8.9
Call recording
8x8 Contact Center
GoToConnect (formerly Jive)
8.4
Call park
8x8 Contact Center
GoToConnect (formerly Jive)
8.6
Call screening
8x8 Contact Center
GoToConnect (formerly Jive)
8.8
Message alerts
8x8 Contact Center
GoToConnect (formerly Jive)
8.6

VoIP system collaboration

8x8 Contact Center
GoToConnect (formerly Jive)
8.7
Video conferencing
8x8 Contact Center
GoToConnect (formerly Jive)
8.7
Audio conferencing
8x8 Contact Center
GoToConnect (formerly Jive)
8.7
Video screen sharing
8x8 Contact Center
GoToConnect (formerly Jive)
8.7
Instant messaging
8x8 Contact Center
GoToConnect (formerly Jive)
8.5

Mobile apps

8x8 Contact Center
GoToConnect (formerly Jive)
7.7
Mobile app for iOS
8x8 Contact Center
GoToConnect (formerly Jive)
7.4
Mobile app for Android
8x8 Contact Center
GoToConnect (formerly Jive)
8.0

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

GoToConnect (formerly Jive)

  • Accessibility and integration via desktop app or browser is convenient.
  • Tracking - Timestamps, voicemails, favoriting and other abilities allow for abundant ways to track calls/chats.
  • Simplicity - The ease of use is high given that symbols and color schemes are very straightforward. This is a benefit to an older workforce who may not be as technically inclined and allows for people of all ages to understand how to use the platform quickly.
Laura Samoisette, LEED AP, WELL AP | TrustRadius Reviewer

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.
Chris Nguyen | TrustRadius Reviewer

GoToConnect (formerly Jive)

  • Conference Bridges are very basic. They provide host passcodes but little more in the way of conference line administration.
  • Some of the online documentation could be improved, but that is made up for by their excellent technical support.
  • The integration with the other "GoTo" products is confusing and clunky. When Jive was a standalone product, there was no confusion. Because there are too many GoTo products, you sometimes don't know what is being referred to if you don't know the entire GoTo product line in detail. The new owners don't do a very good job of putting their various (otherwise great) products in definable "silos", and as a result their product offerings blur together.
Michael Wilson | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 9.2
Based on 3 answers
I don't think we would ever consider using something different. We are committed to the excellent service, fair prices, and quality product that Jive offers us. We've recommended Jive to all of the local offices in our field; but their loss is our gain. We have been able to increase productivity, increase clientele, and increase profit margin.
Sarah Pratt | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
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!!
Kelly Disera | TrustRadius Reviewer

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 8.8
Based on 61 answers
Regarding usability, I can say that it is very good too. On any device, it's easy to access meetings, make and receive voice calls, and use chat to interact with colleagues. It is easy to use cooperatively and does not depend on hardware and use from anywhere.
Pedro Oliveira | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 6.9
Based on 69 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.
Anonymous | TrustRadius Reviewer

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 8.5
Based on 84 answers
The support offered by Jive is exceptional. Every agent I have spoken with has been extremely helpful and knowledgeable. I can say, I never ended a call frustrated or hung up because of a language barrier or an inability of the agent to resolve the issue at hand with one phone call. I absolutely love the fact that they not only stay on the phone with you to resolve an issue (no matter how long it takes), they follow up via email to make sure the issue was fully resolved. I can say that you all definitely have RingCentral beat from a customer service standpoint.
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 9.1
Based on 3 answers
We changed from a landline (horrible and expensive) to Verizon One Talk (WORLD'S WORST PRODUCT) to Vonage (GIANT DISASTER) to Jive. Jive not only met all of our needs but exceeded our expectations with the services we receive. We could not have had a better process for set up; it actually worked like it was supposed to and gave us more than what we needed!
Sarah Pratt | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

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.
Chris Bugg | TrustRadius Reviewer

GoToConnect (formerly Jive)

I have used large scale call center software. When I came into this company, I went back to my old phone vendor to see about putting that system into the firm. It was neither cost effective or practical. I quickly came up to speed with Jive and became a true believer.
Deborah Shapiro | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • 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.
Michael Furman | TrustRadius Reviewer

GoToConnect (formerly Jive)

  • We are easily able to expand coverage to a new branch, and set up new connections very smoothly.
  • We are much more efficient through layering the phone groups that ring for incoming calls based on time unanswered.
  • As the system administrator, I have had a very low number of issues that I wasn't able to resolve on my own.
Anonymous | TrustRadius Reviewer

Screenshots

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

GoToConnect (formerly Jive)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

GoToConnect (formerly Jive) Editions & Modules

Edition
All-Inclusive$19.95/month1
  1. per user
Additional Pricing Details
Sign up for a no-obligation month-to-month account, or sign a long-term contract for better deals on service pricing and hardware. GoToConnect provides all the features you need with unlimited use (where other companies charge extra for additional features or increased use). Customer & Technical support is available 24/7 to help you resolve any issue. A dedicated onboarding team will help you get your phone system set up for your needs.

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
GoToConnect (formerly Jive)
8.6

Likelihood to Renew

8x8 Contact Center
GoToConnect (formerly Jive)
9.2

Usability

8x8 Contact Center
8.0
GoToConnect (formerly Jive)
8.8

Support Rating

8x8 Contact Center
6.9
GoToConnect (formerly Jive)
8.5

Implementation Rating

8x8 Contact Center
GoToConnect (formerly Jive)
9.1

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