What users are saying about
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Top Rated
177 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
11 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • Nextiva VoIP Call Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
9.3

Nextiva VoIP Call Center

93%
Nextiva VoIP Call Center ranks higher in 13/13 features

Agent dashboard

8.0
80%
69 Ratings
9.0
90%
3 Ratings

Validate callers

7.0
70%
62 Ratings
10.0
100%
3 Ratings

Outbound response

8.3
83%
59 Ratings
9.5
95%
3 Ratings

Call forwarding

7.8
78%
77 Ratings
9.0
90%
3 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.6
86%
3 Ratings

Warm transfer

8.3
83%
71 Ratings
9.5
95%
3 Ratings

Predictive dialing

6.6
66%
28 Ratings
10.0
100%
2 Ratings

Interactive voice response

7.6
76%
41 Ratings
10.0
100%
2 Ratings

REST APIs

7.2
72%
25 Ratings
9.1
91%
2 Ratings

Call scripts

7.6
76%
40 Ratings
9.1
91%
2 Ratings

Call tracking

6.9
69%
67 Ratings
8.6
86%
3 Ratings

Multichannel integration

8.4
84%
37 Ratings
10.0
100%
2 Ratings

CRM software integration

6.2
62%
36 Ratings
9.1
91%
2 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
9.5

Nextiva VoIP Call Center

95%
Nextiva VoIP Call Center ranks higher in 9/9 features

Inbound call routing

8.6
86%
64 Ratings
9.5
95%
3 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
10.0
100%
2 Ratings

Recording

8.1
81%
62 Ratings
9.0
90%
3 Ratings

Quality management

7.3
73%
60 Ratings
9.0
90%
3 Ratings

Call analytics

7.8
78%
63 Ratings
9.0
90%
3 Ratings

Historical reporting

8.2
82%
57 Ratings
10.0
100%
3 Ratings

Live reporting

9.0
90%
1 Rating
10.0
100%
3 Ratings

Customer surveys

7.6
76%
27 Ratings
9.1
91%
2 Ratings

Customer interaction analytics

N/A
0 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • Nextiva VoIP Call Center is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
8.1

Nextiva VoIP Call Center

81%
4 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating

Nextiva VoIP Call Center

N/A
0 Ratings

Usability

8.1

8x8 Contact Center

81%
16 Ratings

Nextiva VoIP Call Center

N/A
0 Ratings

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
10.0

Nextiva VoIP Call Center

100%
1 Rating

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating

Nextiva VoIP Call Center

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Nextiva VoIP Call Center

N/A
0 Ratings

Likelihood to Recommend

8x8 Contact Center

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.
Amye Roberson | TrustRadius Reviewer

Nextiva VoIP Call Center

Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
ANTOINE FOREMAN | TrustRadius Reviewer

Pros

8x8 Contact Center

  • 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.
Gary Savage | TrustRadius Reviewer

Nextiva VoIP Call Center

  • Accommodating customer hotline.
  • Lower rate.
  • User friendly recording portal.
Arnie Francisco | TrustRadius Reviewer

Cons

8x8 Contact Center

  • 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.
Anonymous | TrustRadius Reviewer

Nextiva VoIP 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.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Starting Price

8x8 Contact Center Editions & Modules

Additional Pricing Details

Nextiva VoIP Call Center

General

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

Starting Price

$50 per user per month

Nextiva VoIP Call Center Editions & Modules

Edition
Pro$501
Enterprise$1001
  1. per user per month
Additional Pricing Details

Usability

8x8 Contact Center

8x8 Contact Center 8.1
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 VoIP Call Center

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
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.
Chris Nguyen | TrustRadius Reviewer

Nextiva VoIP Call Center

Nextiva VoIP 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

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

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 VoIP 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

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

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 VoIP Call Center

  • Set up in over 5 locations nationwide.
  • 300+ users with 75% working remotely.
  • Looking at adding addition 100+ users in the near future due to demand.
ANTOINE FOREMAN | TrustRadius Reviewer

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