8x8 Contact Center vs. Nextiva Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.6 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 Contact Center
Score 9.0 out of 10
N/A
Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues and intelligent call distribution.
$129
per month per user
Pricing
8x8 Contact CenterNextiva Contact Center
Editions & Modules
No answers on this topic
Essential
$129
per month per seat
Professional
$159
per month per seat
Premium
$199
per month per seat
Offerings
Pricing Offerings
8x8 Contact CenterNextiva Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterNextiva Contact Center
Considered Both Products
8x8 Contact Center
Chose 8x8 Contact Center
8x8 checked all the boxes for us. Omnichannel, good customer service, professional on-boarding, superior 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 Contact Center

No answer on this topic

Top Pros
Top Cons
Features
8x8 Contact CenterNextiva Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.0
130 Ratings
18% below category average
Nextiva Contact Center
9.0
25 Ratings
7% above category average
Agent dashboard7.8115 Ratings8.625 Ratings
Validate callers7.0104 Ratings9.024 Ratings
Outbound response8.1101 Ratings9.423 Ratings
Call forwarding8.0118 Ratings9.124 Ratings
Click-to-call (CTC)5.776 Ratings8.619 Ratings
Warm transfer8.1114 Ratings9.324 Ratings
Predictive dialing7.952 Ratings8.415 Ratings
Interactive voice response7.269 Ratings8.618 Ratings
REST APIs7.841 Ratings9.011 Ratings
Call scripts7.468 Ratings9.313 Ratings
Call tracking6.9114 Ratings9.722 Ratings
Multichannel integration4.767 Ratings9.313 Ratings
CRM software integration4.459 Ratings8.914 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.9
121 Ratings
5% below category average
Nextiva Contact Center
9.2
25 Ratings
11% above category average
Inbound call routing7.8110 Ratings9.524 Ratings
Omnichannel inbound routing8.161 Ratings9.219 Ratings
Recording8.1107 Ratings9.222 Ratings
Quality management7.7107 Ratings8.922 Ratings
Call analytics7.6107 Ratings9.223 Ratings
Historical reporting7.499 Ratings9.125 Ratings
Live reporting9.01 Ratings8.722 Ratings
Customer surveys7.257 Ratings9.513 Ratings
Customer interaction analytics00 Ratings9.015 Ratings
Best Alternatives
8x8 Contact CenterNextiva Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterNextiva Contact Center
Likelihood to Recommend
7.8
(134 ratings)
9.1
(26 ratings)
Likelihood to Renew
7.8
(6 ratings)
10.0
(1 ratings)
Usability
8.3
(21 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
4.7
(52 ratings)
10.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.5
(4 ratings)
-
(0 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)
-
(0 ratings)
User Testimonials
8x8 Contact CenterNextiva Contact Center
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review
Nextiva
Once we mapped out the call flows, we were able to implement them live immediately and, in real time, see success areas and areas in need of development. The real time aspect of the config portal assisted greatly with dev work. We have multiple staff assigned to multiple contact centers as needed. Admins can move staff in an out as well.
It might be less appropriate for a single staff member working in one department.
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Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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Nextiva
  • easier to get in contact with our bosses
  • I can rapidly call my carrier at anytime.
  • I can easily see my contacts.
Read full review
Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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Nextiva
  • I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
  • Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Nextiva
Service has been exemplary and we are happy with the voice quality and connectivity
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Usability
8x8, Inc.
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!!
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Nextiva
No answers on this topic
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Nextiva
No answers on this topic
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Nextiva
No answers on this topic
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
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Nextiva
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.
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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
No answers on this topic
Implementation Rating
8x8, Inc.
It was extremely easy
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Nextiva
No answers on this topic
Alternatives Considered
8x8, Inc.
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.
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Nextiva
We had a lot of trouble with previous provider, we were loosing calls and eventually loosing business and business opportunities. Our customers and prospects always had a complaint that our numbers are either silent or are not being answered. On the other hand, we had almost no visibility of what we are missing
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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
No answers on this topic
Return on Investment
8x8, Inc.
  • 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.
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Nextiva
  • With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good
  • we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad...
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ScreenShots