What users are saying about
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52 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100
6 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Nextiva Call Center

Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
Arnie Francisco | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Nextiva Call Center
10.0
Agent dashboard
8x8 Contact Center
7.3
Nextiva Call Center
10.0
Validate callers
8x8 Contact Center
6.6
Nextiva Call Center
10.0
Outbound response
8x8 Contact Center
6.1
Nextiva Call Center
10.0
Call forwarding
8x8 Contact Center
7.2
Nextiva Call Center
10.0
Click-to-call (CTC)
8x8 Contact Center
6.3
Nextiva Call Center
10.0
Warm transfer
8x8 Contact Center
7.0
Nextiva Call Center
10.0
Predictive dialing
8x8 Contact Center
5.3
Nextiva Call Center
10.0
Interactive voice response
8x8 Contact Center
6.1
Nextiva Call Center
10.0
REST APIs
8x8 Contact Center
5.0
Nextiva Call Center
10.0
Call scripts
8x8 Contact Center
5.1
Nextiva Call Center
10.0
Call tracking
8x8 Contact Center
7.2
Nextiva Call Center
10.0
Multichannel integration
8x8 Contact Center
5.5
Nextiva Call Center
10.0
CRM software integration
8x8 Contact Center
5.0
Nextiva Call Center
10.0

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Nextiva Call Center
10.0
Inbound call routing
8x8 Contact Center
8.1
Nextiva Call Center
10.0
Omnichannel inbound routing
8x8 Contact Center
7.3
Nextiva Call Center
10.0
Recording
8x8 Contact Center
7.9
Nextiva Call Center
10.0
Quality management
8x8 Contact Center
6.9
Nextiva Call Center
10.0
Call analytics
8x8 Contact Center
7.4
Nextiva Call Center
10.0
Historical reporting
8x8 Contact Center
6.7
Nextiva Call Center
10.0
Live reporting
8x8 Contact Center
9.0
Nextiva Call Center
10.0
Customer surveys
8x8 Contact Center
6.8
Nextiva Call Center
10.0
Customer interaction analytics
8x8 Contact Center
Nextiva Call Center
10.0

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Nextiva Call Center

  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Nextiva Call Center

  • Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
  • In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
  • When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.
Arnie Francisco | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Nextiva Call Center

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Nextiva Call Center

Nextiva Call Center 10.0
Based on 1 answer
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
Arnie Francisco | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Nextiva Call Center

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Nextiva Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Nextiva Call Center

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Nextiva Call Center
8.5

Usability

8x8 Contact Center
8.2
Nextiva Call Center

Support Rating

8x8 Contact Center
5.5
Nextiva Call Center
10.0

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