8x8 Contact Center vs. Nextiva Contact Center

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 Contact Center
Score 9.4 out of 10
N/A
Nextiva’s cloud contact center solution features voice, digital, AI-driven journey orchestration, customer engagement, workforce management, and analytics. The solution helps boost customer loyalty, enhance employee productivity, and reduce costs.
$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
We liked the agent experience, as well as the reporting and some of the QM & CE suites. The self-service options and customizability of contact center routing scripts was desirable. Overall when finalizing vendors 8x8 was one of the more cost-effective options between the UCaaS …
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 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

Features
8x8 Contact CenterNextiva Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
153 Ratings
0% above category average
Nextiva Contact Center
9.2
43 Ratings
10% above category average
Agent dashboard8.4137 Ratings9.043 Ratings
Validate callers8.4120 Ratings9.341 Ratings
Outbound response8.3120 Ratings9.541 Ratings
Call forwarding8.6139 Ratings9.442 Ratings
Click-to-call (CTC)8.693 Ratings8.935 Ratings
Warm transfer8.4134 Ratings9.440 Ratings
Predictive dialing7.558 Ratings8.827 Ratings
Interactive voice response8.886 Ratings8.832 Ratings
REST APIs7.555 Ratings9.225 Ratings
Call scripts8.583 Ratings9.524 Ratings
Call tracking8.6135 Ratings9.838 Ratings
Multichannel integration8.379 Ratings9.328 Ratings
CRM software integration8.473 Ratings9.230 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
141 Ratings
4% above category average
Nextiva Contact Center
9.3
43 Ratings
13% above category average
Inbound call routing8.9126 Ratings9.641 Ratings
Omnichannel inbound routing8.374 Ratings9.335 Ratings
Recording8.5126 Ratings9.439 Ratings
Quality management8.6125 Ratings9.337 Ratings
Call analytics8.1127 Ratings9.438 Ratings
Historical reporting8.2118 Ratings9.341 Ratings
Live reporting8.420 Ratings8.936 Ratings
Customer surveys8.568 Ratings9.722 Ratings
Customer interaction analytics8.814 Ratings9.228 Ratings
Best Alternatives
8x8 Contact CenterNextiva Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterNextiva Contact Center
Likelihood to Recommend
8.2
(154 ratings)
9.4
(44 ratings)
Likelihood to Renew
6.4
(8 ratings)
9.7
(3 ratings)
Usability
8.3
(40 ratings)
8.3
(9 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
9.1
(2 ratings)
-
(0 ratings)
Support Rating
8.6
(53 ratings)
8.0
(7 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(5 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.
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 over 50 locations and an in-house call center, so having a united platform to perform customer service duties is absolutely critical. Nextiva Contact Center is a very effective solution for large teams and multi-location businesses. If you need to regularly report on call volume and agent performance, it is extremely helpful. A very small team may not benefit from it as much as a medium to large scale one.
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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
  • Nextiva allows you to set up the Contact Center to fit your exact needs.
  • The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
  • The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers and attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...
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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
  • 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.
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
Outside of emails, Nextiva is the only way to contact our customers and their attendees, and the only way that they can contact us. We are a smaller company, but with Nextiva we can operate and manage our contact center easily no matter how much our company grows in the future. Nextiva is a versatile tool that can fit any need
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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
We take advantage of all the options we have with Nextiva to make our customer's experience better and faster than what it used to be; by using the multiple lines, we can talk to more patients and make their time valuable.
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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
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.
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
Every single experience with the Nextiva Contact Center has been beyond amazing! The support team is always caring and kind, and they get the problem solved as soon as possible if needed. They always follow up to make sure the issue has been resolved. That's one of the reasons why I have been a customer for so long.
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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.
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 answers on this topic
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
It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead
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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.
  • 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
  • With a lot of our employees doing remote work, Nextiva Contact Center phone system supports remote access which has reduced our need for physical office space and associated costs.
  • It has reduced our maintenance and repair costs associated with outdated equipment.
  • The exceptional quality of sound has led to a higher satisfaction during meetings.
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ScreenShots