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Top Rated
150 Ratings

8x8 Contact Center

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Top Rated
150 Ratings
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Score 7.3 out of 100
114 Ratings
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Score 6.6 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

MiCloud Connect (formerly ShoreTel)

Well, I have been informed of newer cloud solutions that only rely on plugging the phones into the network and not needing any PRI or phone system on prem. This would make for a very inexpensive phone system. I am not sure how inter-office calls would work if the internet is down however.
Josh Novak | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
7.0
Hosted PBX
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
8.1
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
7.2
User templates
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.3
Call reports
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.5
Directory of employee names
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.6

Call Management

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
7.5
Answering rules
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
8.1
Call recording
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
8.1
Call park
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
8.1
Call screening
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.3
Message alerts
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.7

VoIP system collaboration

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.9
Video conferencing
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
5.3
Audio conferencing
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
8.2
Video screen sharing
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.5
Instant messaging
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
7.8

Mobile apps

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
5.6
Mobile app for iOS
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
5.6
Mobile app for Android
8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
5.6

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

MiCloud Connect (formerly ShoreTel)

  • Call quality is very good. Dedicated circuit for QoS is helpful. Even leveraging the Mitel Cloud service over our own ISP has been problem free. The disadvantage to that is the owned and operated router from Mitel where they control more connectivity issues and troubleshoot them as well.
  • Support is also very good. Receive US based support staff when calling in. Issues resolved quickly.
  • They are continuously growing in support and service.
Joe DiCristofano | 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

MiCloud Connect (formerly ShoreTel)

  • The Shoretel Mobility app for iPhone does not work very well and is not very intuitive in my experience.
  • We have had many intermittent instances of employees reporting that call quality is bad, sounds like the caller is garbled and underwater.
  • I deployed Shoretel Sky to eleven branches in four states over a 6 month period and experiences were not very consistent. Had issues with not enough power bricks being sent with the phones, some phones not having the the face sticker showing messages, directories, etc., user guides (quick start guides) not getting shipped with the phones at some branches, and phones being programmed incorrectly. This made it very difficult to plan my trips to train employees and install these at the various locations.
Jason Payton | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 8.6
Based on 42 answers
Although the price is higher than some of the other Hosted systems out there, the value is definitely worth a renewal. Everything is relative: there are some companies out there who need phones, but don't necessarily care how they work, the functionality/features available/durability etc., they just care that they have phones that make and receive calls. There are other companies that are completely reliant on phones and certain functionality that is provided by the system. There are even some companies who are straight up dependent on the phone system and are losing tons of money anytime they are down, ShoreTel is the perfect fit for theSMB client who sees value in a solid,robust, reliable and high functioning phone system
Greg Golding | 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

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 7.1
Based on 22 answers
I have not used a wide array of communication software, but this far ShoreTel/MiCloud has been the simplest and easiest to get into. My work employs several temps at certain points throughout the year, and they use this piece of software frequently, and new hires seem to have little to no issue using this software. Additionally, this is our primary telephone communication infrastructure, and I have yet to encounter any issues when signed in and regularly using it handling external calls to our department.
Casey Wright | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 10.0
Based on 30 answers
The system has gone down on us MULTIPLE times. We asked them to move us to a different cluster. Shoretel declined. Basically we had problems or outages every month of the year from June 2012 to date. Our old phone system was just that: OLD, no bells or whistles. But it was up every day and I never had to think about it much until it was time for an upgrade. That's how I want Shoretel to be. I want it so reliable that I never have to think about it.
Anonymous | TrustRadius Reviewer

Performance

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 5.2
Based on 10 answers
Even though the system uses a lower bandwidth connection we have experienced a higher call quality than our previous system which required a T1 line and back up broadband connection.
Shane Hayes | 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

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 7.0
Based on 19 answers
ShoreTel Sky's support is amazing. The only reason why I didn't give it a 10 is that we still need to contact them for stuff that we should be able to do, for ourselves, within the management portal. I know their portal is being worked on, so hopefully they will get the "little things" included for self-management.
Zak Gunnells | TrustRadius Reviewer

In-Person Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 6.0
Based on 3 answers
I attended the first ShoreTel installer class in Austin,TX. It was a week of intensive study with a live lab and having hands on experience made the class worthwhile. I have taken all of the sales courses and remaining technical courses either online or self study to keep costs down. I send my techs to the first installer course in Austin as I feel it gives them a solid foundation and most of teh other courses they have taken have been online.
Anonymous | TrustRadius Reviewer

Online Training

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 2.0
Based on 12 answers
The training identified some things M5 (ShoreTel's cloud division) could provide, however it was only using it every day and asking the Shoretel support several questions that I got the hang of it. The training was able to highlight functions but I did not learn how to use the phone from the training.
Kelli Doyle | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.7
Based on 34 answers
I feel that the current features that ShoreTel provides are pretty solid, but in future I would love to see it expand into more features to assist inter team communication if possible. Considering that there was not a single issue with ShoreTel in my whole work period of 6months I think it is safe to say that the implementation is pretty standardized.
Anonymous | 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

MiCloud Connect (formerly ShoreTel)

Aptela. I chose M5 (ShoreTelSky) because their platform puts call quality first. Their system also uses Cisco endpoints, which are very compatible with the rest of my Cisco network. I also liked the fact that ShoreTelSky uses the internet only as a backup for transport; I use MPLS as my primary connectivity.
Whitney White | TrustRadius Reviewer

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 7.6
Based on 5 answers
Shoretel has been very scalable for our organization. We first installed Shoretel in 2003 to standardize three sites on one phone system. As our needs have changed, our Shoretel system has adapted with our growing needs and added locations. Initially, we were using analog phones and have been rolling out VoIP as our budgeting has allowed.
Gary Lamontagne | 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

MiCloud Connect (formerly ShoreTel)

  • We save a lot of time not having to dial numbers, measure call volumes and metrics and spend a lot of time configuring new phone systems. Our ROI is high from ShoreTel just in the time we save using and administering the system.
Jonathan Brose | TrustRadius Reviewer

Screenshots

8x8 Contact Center

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

MiCloud Connect (formerly ShoreTel)

General

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

MiCloud Connect (formerly ShoreTel) Editions & Modules

Edition
Essentials20.991
Premier26.591
Elite38.491
  1. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
MiCloud Connect (formerly ShoreTel)
6.0

Likelihood to Renew

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
8.6

Usability

8x8 Contact Center
8.0
MiCloud Connect (formerly ShoreTel)
7.1

Reliability and Availability

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
10.0

Performance

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
5.2

Support Rating

8x8 Contact Center
6.9
MiCloud Connect (formerly ShoreTel)
7.0

In-Person Training

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
6.0

Online Training

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
2.0

Implementation Rating

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
9.7

Scalability

8x8 Contact Center
MiCloud Connect (formerly ShoreTel)
7.6

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