What users are saying about
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102 Ratings

8x8 Contact Center

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102 Ratings
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Score 7.8 out of 100
8 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

Nextiva VoIP 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
7.2
Nextiva VoIP Call Center
10.0
Agent dashboard
8x8 Contact Center
7.7
Nextiva VoIP Call Center
10.0
Validate callers
8x8 Contact Center
8.1
Nextiva VoIP Call Center
10.0
Outbound response
8x8 Contact Center
7.5
Nextiva VoIP Call Center
10.0
Call forwarding
8x8 Contact Center
8.2
Nextiva VoIP Call Center
10.0
Click-to-call (CTC)
8x8 Contact Center
6.9
Nextiva VoIP Call Center
10.0
Warm transfer
8x8 Contact Center
8.1
Nextiva VoIP Call Center
10.0
Predictive dialing
8x8 Contact Center
6.5
Nextiva VoIP Call Center
10.0
Interactive voice response
8x8 Contact Center
8.2
Nextiva VoIP Call Center
10.0
REST APIs
8x8 Contact Center
5.3
Nextiva VoIP Call Center
10.0
Call scripts
8x8 Contact Center
8.0
Nextiva VoIP Call Center
10.0
Call tracking
8x8 Contact Center
7.7
Nextiva VoIP Call Center
10.0
Multichannel integration
8x8 Contact Center
6.3
Nextiva VoIP Call Center
10.0
CRM software integration
8x8 Contact Center
5.6
Nextiva VoIP Call Center
10.0

Workforce Optimization (WFO)

8x8 Contact Center
8.0
Nextiva VoIP Call Center
10.0
Inbound call routing
8x8 Contact Center
8.4
Nextiva VoIP Call Center
10.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Nextiva VoIP Call Center
10.0
Recording
8x8 Contact Center
8.3
Nextiva VoIP Call Center
10.0
Quality management
8x8 Contact Center
7.7
Nextiva VoIP Call Center
10.0
Call analytics
8x8 Contact Center
8.1
Nextiva VoIP Call Center
10.0
Historical reporting
8x8 Contact Center
7.2
Nextiva VoIP Call Center
10.0
Live reporting
8x8 Contact Center
9.0
Nextiva VoIP Call Center
10.0
Customer surveys
8x8 Contact Center
7.7
Nextiva VoIP Call Center
10.0
Customer interaction analytics
8x8 Contact Center
Nextiva VoIP 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 VoIP 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

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Nextiva VoIP 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 7.9
Based on 14 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 48 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | 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

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | 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

Return on Investment

8x8 Contact Center

  • Transitioning to the 8x8 system from our old hybrid PBX system isn't slated to save us money directly since the systems cost about the same per month. Where we expect to get ROI is the expanded functionality, like post-call surveys & CRM integration, and also from the prospect of removing redundant services like GTM as the X2 license seat for 8x8 includes a 100-attendee video meeting room for each user with a license.
Eric Payne | TrustRadius Reviewer

Nextiva VoIP 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 VoIP 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
8.1
Nextiva VoIP Call Center
9.7

Usability

8x8 Contact Center
7.9
Nextiva VoIP Call Center

Support Rating

8x8 Contact Center
7.0
Nextiva VoIP Call Center
10.0

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