What users are saying about
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119 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100
8 Ratings
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Score 8.4 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

NICE Adaptive WFO

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
NICE Adaptive WFO
Agent dashboard
8x8 Contact Center
7.7
NICE Adaptive WFO
Validate callers
8x8 Contact Center
8.1
NICE Adaptive WFO
Outbound response
8x8 Contact Center
7.6
NICE Adaptive WFO
Call forwarding
8x8 Contact Center
8.3
NICE Adaptive WFO
Click-to-call (CTC)
8x8 Contact Center
7.1
NICE Adaptive WFO
Warm transfer
8x8 Contact Center
8.2
NICE Adaptive WFO
Predictive dialing
8x8 Contact Center
7.1
NICE Adaptive WFO
Interactive voice response
8x8 Contact Center
8.4
NICE Adaptive WFO
REST APIs
8x8 Contact Center
5.8
NICE Adaptive WFO
Call scripts
8x8 Contact Center
8.2
NICE Adaptive WFO
Call tracking
8x8 Contact Center
7.8
NICE Adaptive WFO
Multichannel integration
8x8 Contact Center
6.7
NICE Adaptive WFO
CRM software integration
8x8 Contact Center
6.1
NICE Adaptive WFO

Workforce Optimization (WFO)

8x8 Contact Center
8.1
NICE Adaptive WFO
Inbound call routing
8x8 Contact Center
8.5
NICE Adaptive WFO
Omnichannel inbound routing
8x8 Contact Center
7.9
NICE Adaptive WFO
Recording
8x8 Contact Center
8.3
NICE Adaptive WFO
Quality management
8x8 Contact Center
7.7
NICE Adaptive WFO
Call analytics
8x8 Contact Center
8.1
NICE Adaptive WFO
Historical reporting
8x8 Contact Center
7.2
NICE Adaptive WFO
Live reporting
8x8 Contact Center
9.0
NICE Adaptive WFO
Customer surveys
8x8 Contact Center
7.9
NICE Adaptive WFO

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

NICE Adaptive WFO

  • 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.
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

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 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

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 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

NICE Adaptive WFO

No score
No answers yet
No answers on this topic

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

NICE Adaptive WFO

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.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

NICE Adaptive WFO

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
NICE Adaptive WFO
10.0

Usability

8x8 Contact Center
8.0
NICE Adaptive WFO

Support Rating

8x8 Contact Center
7.0
NICE Adaptive WFO

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