8x8 Contact Center vs. Nextiva

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.4 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
Nextiva
Score 9.1 out of 10
N/A
Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.
$25
per month per user
Pricing
8x8 Contact CenterNextiva
Editions & Modules
No answers on this topic
Digital
$25
per month per user
Core
$30
per month per user
Engage
$50.00
per month per user
Power Suite
$75
per month per user
Offerings
Pricing Offerings
8x8 Contact CenterNextiva
Free Trial
NoNo
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 CenterNextiva
Considered Both Products
8x8 Contact Center
Chose 8x8 Contact Center
Nextiva is very comparable to 8x8 Work. We're moving to as we are moving away from 8x8 as a whole. Their pricing has increased and Nextiva offers comparable features for a fraction of the price including their contact center. The contact center features available for use are …
Chose 8x8 Contact Center
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
Chose 8x8 Contact Center
I found 8x8 customer service to be outstanding when compared to Luma. There are many more tools provided to my team than what I used to have with the service used previously and I have a reliable customer support.
Nextiva
Chose Nextiva
The Nextiva Business Phone Service interface is easier to use, although 8x8 has more features. The cost for Nextiva Business Phone Service is roughly half of 8x8 and has better onboarding services. Tech support is also better for Nextiva Business Phone Service.
Chose Nextiva
This system is easier to use than the 8x8 system we were previously on.
Chose Nextiva
Nextiva is way better than our former phone company, hands down! With the former phone company, we experienced dropped calls, or the app wouldn't work. We used it for many years and I don't ever remember them making any updates. Nextiva has been the best company we've used. …
Chose Nextiva
We went from Vonage to 8x8 to Ooma, then bad issues at RingCentral before finally finding Nextiva's quality service.
Chose Nextiva
8X8 is very complicated to use. Nextiva Business Phone Service platform is compatible to all of their devices and very easy to use and maintain.
Chose Nextiva
While 8x8 is a good service it simple does not offer the same features that Nextiva does. In my personal experience Nextiva is a step above in both customer service and when it comes to the service itself. Specifically the phone app works much better with Nextiva than it did …
Features
8x8 Contact CenterNextiva
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
150 Ratings
0% above category average
Nextiva
-
Ratings
Agent dashboard8.4134 Ratings00 Ratings
Validate callers8.4119 Ratings00 Ratings
Outbound response8.3119 Ratings00 Ratings
Call forwarding8.6136 Ratings00 Ratings
Click-to-call (CTC)8.591 Ratings00 Ratings
Warm transfer8.4131 Ratings00 Ratings
Predictive dialing7.557 Ratings00 Ratings
Interactive voice response8.884 Ratings00 Ratings
REST APIs7.553 Ratings00 Ratings
Call scripts8.580 Ratings00 Ratings
Call tracking8.5132 Ratings00 Ratings
Multichannel integration8.277 Ratings00 Ratings
CRM software integration8.471 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
138 Ratings
4% above category average
Nextiva
-
Ratings
Inbound call routing8.9124 Ratings00 Ratings
Omnichannel inbound routing8.372 Ratings00 Ratings
Recording8.5123 Ratings00 Ratings
Quality management8.6122 Ratings00 Ratings
Call analytics8.0124 Ratings00 Ratings
Historical reporting8.1115 Ratings00 Ratings
Live reporting8.417 Ratings00 Ratings
Customer surveys8.467 Ratings00 Ratings
Customer interaction analytics8.812 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva
9.2
215 Ratings
14% above category average
Hosted PBX00 Ratings9.396 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.4116 Ratings
User templates00 Ratings8.8133 Ratings
Call reports00 Ratings9.3180 Ratings
Directory of employee names00 Ratings9.4176 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva
9.2
235 Ratings
9% above category average
Answering rules00 Ratings9.4211 Ratings
Call recording00 Ratings9.1179 Ratings
Call park00 Ratings9.2167 Ratings
Call screening00 Ratings9.2171 Ratings
Message alerts00 Ratings9.1209 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva
8.8
160 Ratings
9% above category average
Video conferencing00 Ratings8.778 Ratings
Audio conferencing00 Ratings9.2140 Ratings
Video screen sharing00 Ratings8.566 Ratings
Instant messaging00 Ratings8.7108 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva
8.8
201 Ratings
9% above category average
Mobile app for iOS00 Ratings8.9172 Ratings
Mobile app for Android00 Ratings8.7140 Ratings
Best Alternatives
8x8 Contact CenterNextiva
Small Businesses
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterNextiva
Likelihood to Recommend
8.2
(154 ratings)
9.3
(251 ratings)
Likelihood to Renew
6.5
(8 ratings)
9.4
(7 ratings)
Usability
8.3
(40 ratings)
9.2
(7 ratings)
Availability
9.1
(2 ratings)
10.0
(1 ratings)
Performance
9.1
(2 ratings)
10.0
(1 ratings)
Support Rating
8.5
(53 ratings)
9.1
(8 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
9.0
(5 ratings)
9.5
(4 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)
10.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
8x8 Contact CenterNextiva
Likelihood to Recommend
8x8, Inc.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
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Nextiva
We have had great service with Nextiva Business Phone Service and it is reliable and reasonably priced for the offered features. User Friendly and minimal issues. We are able to control most of the set up for new users and or new phones when needed. Only would like to see the app - Nextiva One be enhanced with more features than it currently has.
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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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Nextiva
  • Up-time, We've never had any sort of extended downtime because of Nextiva Business Phone Service, there services just work
  • Provisioning of supported devices is very easy to do and is almost automatic, this makes new device roll out especially smooth
  • The call flow functionality is especially smooth and intuitive to setup.
  • Their customer service is very effective and I've never waited more than 2 days for a solution, that's for more complicated issues too.
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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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Nextiva
  • The use of two apps when you're a supervisor. We have to use Unity and the Nextiva app instead of one app. It can be cumbersome.
  • Better integration with CRM's. We use Zendesk and it works ok as it does pull up customer records if we have their phone number on file. But it would be better if we could have more functionality from one place and have it write to the CRM directly.
  • Accept higher quality audio for greeting recordings. We had to trim the file size down several times losing a lot of audio quality in the process. Mono is fine since callers will only need to hear the one channel. But the Hz limit and file size limit were rough.
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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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Nextiva
Its user friendly, easy to use and has been very reliable. We have nothing but good things to say about our service with Nextiva Business Phone Service. When needed their support team has always resolved any and all issues one way or another. They have been helpful, knowledgeable and very friendly. The features vs the cost is wonderful compared to other service providers.
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Usability
8x8, Inc.
8x8's contact center provides us with the functionality and capabilities we desire. Leaders have the ability to measure, guide, and improve the performance of our service representatives. They also have the ability to make necessary changes based on call volumes and workloads. Our service representatives have the tools required to resolve callers' needs more effectively. The administration tools available help us self-service our needs and resolve issues.
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Nextiva
Very easy to use, if you're unsure about a functionality they have user manuals you can download to use or their support team via chat or call is very helpful and quick at resolving any issues. They also help when it comes to setting up users and reporting. Phone system is easy to follow with labels and easy to read.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Nextiva
We have not yet experienced any issues the Nextiva Business Phone Service availability. It has always worked as needed.
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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Nextiva
Nextiva Business Phone Service performance is great. The call quality is much better than our old analog land lines at a fraction of the cost.
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Support Rating
8x8, Inc.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
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Nextiva
Support is great. We usually get someone on the phone; they answer our questions and help us with our issues. They are responsive when we call, and there is also a wealth of information on their online help center, which will typically answer our question or send us in the right direction.
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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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Nextiva
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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Nextiva
The training we received from Nextiva Business Phone Service was thorough, and detailed. It also did not take very long.
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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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Nextiva
No was done by Agency Owner and was done with the help of Nextiva Support and Sales team. Went very well and has been working great since then. Was originally only two phones and then we continue to add to that. We did not have any reported issues and was a great experience for our Agency and Small Business.
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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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Nextiva
We switched for better uptime, ease of use, and better tech support and got all that from Nextiva. We were constantly losing connection with our previous provider, a package service for internet and phone. The web portal is much easier to use, and the call center offers many more features.
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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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Nextiva
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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Nextiva
We have not yet needed top scale up our phone system yet, but I can tell that it will be very quick and effortless to do so when the need arises.
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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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Nextiva
  • ROI - we are saving money, a lot of money, and we have a MUCH better phone system
  • Consolidation - we migrated 6 different phone systems in 6 different counties into one, and it's been wonderful!
  • Management - managing this system is so much better than Mitel, Panasonic, and any other system I have used. We are able to assign rights to certain staff to also make changes, and it's user friendly and almost fool proof.
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ScreenShots