8x8 Contact Center vs. MiaRec Conversation Analytics

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.3 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
MiaRec Conversation Analytics
Score 10.0 out of 10
Enterprise companies (1,001+ employees)
MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale. MiaRec's Conversational Analytics Platform records customer interactions compliantly and securely, and offers contact centers Voice AI and machine learning that enables customers to automatically record, analyze sentiment and keywords, evaluate agent performance, redact data, and more…N/A
Pricing
8x8 Contact CenterMiaRec Conversation Analytics
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 Contact CenterMiaRec Conversation Analytics
Free Trial
NoYes
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 CenterMiaRec Conversation Analytics
Features
8x8 Contact CenterMiaRec Conversation Analytics
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
148 Ratings
0% below category average
MiaRec Conversation Analytics
-
Ratings
Agent dashboard8.4132 Ratings00 Ratings
Validate callers8.3117 Ratings00 Ratings
Outbound response8.3117 Ratings00 Ratings
Call forwarding8.6134 Ratings00 Ratings
Click-to-call (CTC)8.589 Ratings00 Ratings
Warm transfer8.4129 Ratings00 Ratings
Predictive dialing7.655 Ratings00 Ratings
Interactive voice response8.882 Ratings00 Ratings
REST APIs7.551 Ratings00 Ratings
Call scripts8.578 Ratings00 Ratings
Call tracking8.5130 Ratings00 Ratings
Multichannel integration8.276 Ratings00 Ratings
CRM software integration8.370 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.4
137 Ratings
3% above category average
MiaRec Conversation Analytics
-
Ratings
Inbound call routing8.9124 Ratings00 Ratings
Omnichannel inbound routing8.371 Ratings00 Ratings
Recording8.5122 Ratings00 Ratings
Quality management8.6121 Ratings00 Ratings
Call analytics8.0123 Ratings00 Ratings
Historical reporting8.1114 Ratings00 Ratings
Live reporting8.416 Ratings00 Ratings
Customer surveys8.466 Ratings00 Ratings
Customer interaction analytics8.811 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterMiaRec Conversation Analytics
Small Businesses
CloudTalk
CloudTalk
Score 8.4 out of 10
Clari Copilot
Clari Copilot
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.4 out of 10
Clari
Clari
Score 8.8 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
Clari
Clari
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterMiaRec Conversation Analytics
Likelihood to Recommend
8.2
(152 ratings)
10.0
(1 ratings)
Likelihood to Renew
6.5
(8 ratings)
-
(0 ratings)
Usability
8.3
(38 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
8.3
(53 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(5 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 CenterMiaRec Conversation Analytics
Likelihood to Recommend
8x8, Inc.
The functionality of 8x8 is great. The only challenges we have faced are tied to outages of the platform and preventing callers from reaching the business. As 8x8 has worked with us, they have responded extremely well to patterns we were experiencing and made the necessary adjustments to stabilize the platform, which has been fantastic—our Account Reps. We were key to this effort, and it will be in 8x8's best interest to continue hiring, training, and providing Account Reps. Who cares about the partnership as much as the client does?
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MiaRec
And I love how collaborative all the different areas are with us as customers. I feel that our contribution is valued. allowing them to make all of their sales calls throughout the day without compromising their personal cell phones. We can even connect your mobile numbers on the back end, allowing our reps to receive calls on their mobile, wherever they happen to be at the time.
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Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
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MiaRec
  • The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure
  • Customizing the chat icon was easy, and changes can be implemented on the site in seconds.
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Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
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MiaRec
  • they are powerful routing mechanisms that allow us to create the workflows we need
  • I really like the way they communicate. We were assigned a customer success representative and ours is AMAZING.
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Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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MiaRec
No answers on this topic
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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MiaRec
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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MiaRec
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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MiaRec
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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MiaRec
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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MiaRec
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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MiaRec
No answers on this topic
Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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MiaRec
No answers on this topic
Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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MiaRec
No answers on this topic
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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MiaRec
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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MiaRec
No answers on this topic
Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
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MiaRec
  • Sometimes when we click to call, 2 additional numbers are added and the number is logged
  • Putting clients on hold and transferring clients is very easy.
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ScreenShots

MiaRec Conversation Analytics Screenshots

Screenshot of Access both at-a-glance views and granular visibility into the sentiment analysis and scoring of customer interactions.Screenshot of MiaRec Speech Analytics transforms voice data into a critical business asset and identify trends and root causes of customer experiences.Screenshot of Users can generate statistics for calls, days, groups, users, agents’ performance and more with MiaRec’s reporting features.Screenshot of Monitor and manage agent evaluations with built-in customized Score Cards, enabling users to leverage voice analytics with automatic score cards.Screenshot of