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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
20 Ratings
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Score 8.1 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

Nextiva Business Phone Service

It is well suited for anyone who wants an easy to use very reliable VOIP service. If you have call center agents, it works very well for that situation as well. If you have people in multiple offices or work from home/remote it is a great solution. If you want everyone to be able to receive and make business calls from business numbers anywhere, this is your solution.If you are looking for a service that will integrate with many other third-party products you may use already, you may want to look at another VOIP vendor that has deeper integrations with third-party applications. If you are looking for the lowest price VOIP system, although Nextiva is not the most expensive, it is still in the middle of the pack when it comes to pricing. If you are looking for just cheap simple VOIP you may be able to find some vendors that are a little bit more affordable.
Scott Scanlon | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Nextiva Business Phone Service
Inbound call routing
8x8 Contact Center
7.6
Nextiva Business Phone Service
Omnichannel inbound routing
8x8 Contact Center
8.8
Nextiva Business Phone Service
Recording
8x8 Contact Center
7.2
Nextiva Business Phone Service
Quality management
8x8 Contact Center
6.7
Nextiva Business Phone Service
Call analytics
8x8 Contact Center
6.8
Nextiva Business Phone Service
Historical reporting
8x8 Contact Center
6.5
Nextiva Business Phone Service
Live reporting
8x8 Contact Center
9.0
Nextiva Business Phone Service
Customer surveys
8x8 Contact Center
7.4
Nextiva Business Phone Service

Cloud PBX

8x8 Contact Center
Nextiva Business Phone Service
8.1
Hosted PBX
8x8 Contact Center
Nextiva Business Phone Service
8.3
Multi-level Interactive Voice Response (IVR)
8x8 Contact Center
Nextiva Business Phone Service
8.8
User templates
8x8 Contact Center
Nextiva Business Phone Service
7.1
Call reports
8x8 Contact Center
Nextiva Business Phone Service
8.7
Directory of employee names
8x8 Contact Center
Nextiva Business Phone Service
7.7

Call Management

8x8 Contact Center
Nextiva Business Phone Service
8.1
Answering rules
8x8 Contact Center
Nextiva Business Phone Service
8.1
Call recording
8x8 Contact Center
Nextiva Business Phone Service
9.0
Call park
8x8 Contact Center
Nextiva Business Phone Service
7.9
Call screening
8x8 Contact Center
Nextiva Business Phone Service
8.2
Message alerts
8x8 Contact Center
Nextiva Business Phone Service
7.5

VoIP system collaboration

8x8 Contact Center
Nextiva Business Phone Service
7.5
Video conferencing
8x8 Contact Center
Nextiva Business Phone Service
7.0
Audio conferencing
8x8 Contact Center
Nextiva Business Phone Service
7.4
Video screen sharing
8x8 Contact Center
Nextiva Business Phone Service
7.4
Instant messaging
8x8 Contact Center
Nextiva Business Phone Service
8.0

Mobile apps

8x8 Contact Center
Nextiva Business Phone Service
7.4
Mobile app for iOS
8x8 Contact Center
Nextiva Business Phone Service
8.4
Mobile app for Android
8x8 Contact Center
Nextiva Business Phone Service
6.4

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

Nextiva Business Phone Service

  • Our teams are located in three different countries. This includes Administration, Customers Support, Technical Support, and Sales. All of us have an internal number reachable from any mobile or laptop.
  • Looking for the internal directory and dialing a three digit number is very easy. We communicate with workers in different countries as we where in the same building
  • User-friendly application with availability indicator, call settings, and personal preferences.
Jose Luis Reyes Graterol | 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

Nextiva Business Phone Service

  • While phones are feature rich, they can still be confusing for some of our users.
  • Mobile app can be glitchy at times.
  • Would love to see more touch screen options.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Nextiva Business Phone Service

Nextiva Business Phone Service 6.0
Based on 1 answer
I no longer make this decision
Anonymous | 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

Nextiva Business Phone Service

Nextiva Business Phone Service 8.0
Based on 1 answer
It is good for phone calls but it needs to include Bluetooth headsets.
Hunter Clayton | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
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

Nextiva Business Phone Service

Nextiva Business Phone Service 8.7
Based on 6 answers
I think Nextiva is a great tool for what we use it for. It is used for tracking time and used also in our bonus structure to make sure we have the specified amount of talk time. I really enjoy this application and everything that it is used for within our company. There's not a whole lot I can say about it other than it is a really neat tool.
Josh Musson | 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

Nextiva Business Phone Service

For my current company, Nextiva made the most cost/use sense. I have used Jive before and the cost is much higher for the basic services we are using. Nextiva's support is also, as I have been mentioning, top notch, efficient and helpful.
Heather Neisen | 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

Nextiva Business Phone Service

  • Reduced Cost: Licensing and model was much more simple than former vendor.
  • Reliable: Very few help desk calls or issues with the phone system. It just works.
  • User friendly back-end for admin users- very easy to manage. Easy to set up call groups, auto attendants and users or devices.
Scott Scanlon | TrustRadius Reviewer

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

Nextiva Business Phone Service

General

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

Nextiva Business Phone Service Editions & Modules

Edition
Essential$23.951
Professional$27.951
Enterprise$37.951
Ultimate$67.951
  1. Per User Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.3
Nextiva Business Phone Service
8.7

Likelihood to Renew

8x8 Contact Center
Nextiva Business Phone Service
6.0

Usability

8x8 Contact Center
8.0
Nextiva Business Phone Service
8.0

Support Rating

8x8 Contact Center
7.0
Nextiva Business Phone Service
8.7

Add comparison