8x8 Contact Center vs. MiaRec Conversation Analytics

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
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
Top Pros
Top Cons
Features
8x8 Contact CenterMiaRec Conversation Analytics
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.1
127 Ratings
17% below category average
MiaRec Conversation Analytics
-
Ratings
Agent dashboard7.9112 Ratings00 Ratings
Validate callers7.1102 Ratings00 Ratings
Outbound response8.198 Ratings00 Ratings
Call forwarding8.1115 Ratings00 Ratings
Click-to-call (CTC)5.973 Ratings00 Ratings
Warm transfer8.1111 Ratings00 Ratings
Predictive dialing7.851 Ratings00 Ratings
Interactive voice response7.367 Ratings00 Ratings
REST APIs8.140 Ratings00 Ratings
Call scripts7.565 Ratings00 Ratings
Call tracking6.9111 Ratings00 Ratings
Multichannel integration5.064 Ratings00 Ratings
CRM software integration4.556 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.0
118 Ratings
4% below category average
MiaRec Conversation Analytics
-
Ratings
Inbound call routing7.9107 Ratings00 Ratings
Omnichannel inbound routing8.358 Ratings00 Ratings
Recording8.2104 Ratings00 Ratings
Quality management7.8104 Ratings00 Ratings
Call analytics7.7104 Ratings00 Ratings
Historical reporting7.596 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.355 Ratings00 Ratings
Best Alternatives
8x8 Contact CenterMiaRec Conversation Analytics
Small Businesses
CloudTalk
CloudTalk
Score 9.6 out of 10
Clari Copilot
Clari Copilot
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.6 out of 10
Clari
Clari
Score 8.4 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Clari
Clari
Score 8.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterMiaRec Conversation Analytics
Likelihood to Recommend
7.8
(131 ratings)
10.0
(1 ratings)
Likelihood to Renew
7.9
(6 ratings)
-
(0 ratings)
Usability
8.4
(21 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
5.7
(52 ratings)
-
(0 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.7
(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 CenterMiaRec Conversation Analytics
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.
Read full review
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.
Read full review
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.
Read full review
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.
Read full review
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.
Read full review
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.
Read full review
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
Read full review
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!!
Read full review
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
Read full review
MiaRec
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
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.
Read full review
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.
Read full review
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
Read full review
MiaRec
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
Read full review
MiaRec
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.
Read full review
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.
Read full review
MiaRec
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
MiaRec
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.
Read full review
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.
Read full review
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