8x8 Contact Center vs NICE Adaptive WFO

Likelihood to Recommend

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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Feature Rating Comparison

8x8 Contact Center

7.8

NICE Adaptive WFO

—

Agent dashboard

7.5

—

Validate callers

7.6

—

Outbound response

7.7

—

Call forwarding

7.6

—

Click-to-call (CTC)

7.7

—

Warm transfer

7.6

—

Predictive dialing

7.0

—

Interactive voice response

7.1

—

REST APIs

8.2

—

Call scripts

7.2

—

Call tracking

8.5

—

Multichannel integration

9.1

—

CRM software integration

8.5

—

8x8 Contact Center

7.9

NICE Adaptive WFO

—

Inbound call routing

8.6

—

Omnichannel inbound routing

7.7

—

Recording

8.2

—

Quality management

8.5

—

Call analytics

7.8

—

Historical reporting

7.8

—

Live reporting

9.0

—

Customer surveys

5.5

—

Pros

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Interval call volume forecasting.
Agent schedule adherence.
Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
Agent self-service options.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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Cons

IVR Script Editing Across multiple Tenants

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

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Long term forecasting functionality.
The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

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Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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MIKE BARBARO

SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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No score

No answers yet

No answers on this topic

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Alternatives Considered

Unfortunately, I was not the individual who selected 8x8 VCC, it was in place when I came to the organization. We have not explored any alternatives to date, because of the amount of time we have spent setting up the system to support our needs. At this point in time, we likely will not be switching to an alternate software solution.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
Savings from self-service options for PTO use and schedule management, reducing administrative cost.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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