What users are saying about
17 Ratings
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Score 7.5 out of 101
5 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

8x8 Contact Center

In general I would describe 8x8 VCC as functional. Everything works but requires more effort than expected. One important thing to note is that we utilize both the 8x8 VCC and the 8x8 Soft phone. I definitely recommend exploring a different soft phone. I definitely recommend finding a different virtual phone solution.
No photo available

Nextiva Call Center

Nextiva is well suited for monitoring day-to-day employee performance; it accurately tracks who's signed in and for how long; it shows how many breaks are taken (and the numerous reasons why); it shows how long users stay on "unavailable" and also gives weekly breakdowns to make sure employees are in line with company performance metrics.
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Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Nextiva Call Center
Agent dashboard
8x8 Contact Center
7.5
Nextiva Call Center
Validate callers
8x8 Contact Center
7.6
Nextiva Call Center
Outbound response
8x8 Contact Center
7.7
Nextiva Call Center
Call forwarding
8x8 Contact Center
7.6
Nextiva Call Center
Click-to-call (CTC)
8x8 Contact Center
7.7
Nextiva Call Center
Warm transfer
8x8 Contact Center
7.6
Nextiva Call Center
Predictive dialing
8x8 Contact Center
7.0
Nextiva Call Center
Interactive voice response
8x8 Contact Center
7.1
Nextiva Call Center
REST APIs
8x8 Contact Center
8.2
Nextiva Call Center
Call scripts
8x8 Contact Center
7.2
Nextiva Call Center
Call tracking
8x8 Contact Center
8.5
Nextiva Call Center
Multichannel integration
8x8 Contact Center
9.1
Nextiva Call Center
CRM software integration
8x8 Contact Center
8.5
Nextiva Call Center

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Nextiva Call Center
Inbound call routing
8x8 Contact Center
8.6
Nextiva Call Center
Omnichannel inbound routing
8x8 Contact Center
7.7
Nextiva Call Center
Recording
8x8 Contact Center
8.2
Nextiva Call Center
Quality management
8x8 Contact Center
8.5
Nextiva Call Center
Call analytics
8x8 Contact Center
7.8
Nextiva Call Center
Historical reporting
8x8 Contact Center
7.8
Nextiva Call Center
Live reporting
8x8 Contact Center
9.0
Nextiva Call Center
Customer surveys
8x8 Contact Center
5.5
Nextiva Call Center

Pros

8x8 Contact Center

  • Reporting-pulling reports is extremely easy. We really appreciate the ability to create custom reports to create consistent metrics.
  • Analytics-Stock reports and the ability to monitor SLA numbers via the dashboard.
  • Agent Monitoring-the ability to monitor, whisper (talk to agent without customer hearing), and playback all from the convenient dashboard is excellent.
No photo available

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.
No photo available

Cons

8x8 Contact Center

  • When there is a system outage the response team, at times, is slow to react.
MIKE BARBARO profile photo

Nextiva Call Center

  • The admin portal is cumbersome to use and times out too frequently.
  • The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
  • The click-to-call feature inside of our CRM is finicky and often needs resetting.
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Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Nextiva Call Center

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Nextiva Call Center

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

8x8 is much better than our previous vendor.
MIKE BARBARO profile photo

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.
No photo available

Return on Investment

8x8 Contact Center

  • Switching to 8x8, we have seen a 30% drop in our telecommunication expense.
MIKE BARBARO profile photo

Nextiva Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
No photo available

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

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